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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

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MinuteClinic, L.L.C. has 710 locations, listed below.

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    Customer Complaints Summary

    • 551 total complaints in the last 3 years.
    • 237 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/28/2023

      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 at CVS for covid test. I received a bill for $259 adjusted to $159.45 I paid the $35.33 for the covid test.Should have gotten one of the free covid tests.The doctor seemed in-experienced and maybe that was the reason for her taking so long.I wasn't notified that the charges would be so high and they would charge a new patient fee.I've never heard of a "new patient" fee

      Business Response

      Date: 12/01/2023

      Thank you for your letter concerning ******************************? MinuteClinic has not been able to contact the patient with the phone number provided.  Should the patient like to discuss this matter further, please have the patient contact ***********************, Senior Coordinator - MinuteClinic Patient Support at ************.  MinuteClinic considers this matter closed if additional contact information is not provided.

      Customer Answer

      Date: 12/04/2023

      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:11/27/2023

      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 went to the *** Clinic at Grand ************* St. In ************ on 11-20-23 and received 2 vaccinations. I very carefully explained to the staff member that I was fully covered by insurance and would not even have a co-pay for vaccinations. They made a copy of my insurance card. However, the employee said they needed to keep a credit card number on file just in case there was a small copay. She assured me that she would NOT bill my credit card without first billing my insurance. However, that never happened. My credit card was IMMEDIATELY billed and they never even made the effort to bill insurance. When I went back to that *** to ask for a refund, they told me they couldn't help me and that I would have to call the *** customer service number. After waiting literally HOURS on hold, trying to reach someone in customer service, I finally spoke with someone who confirmed what I already knew: The staff person at *** never bothered to run my insurance. However, rather than just immediately crediting my Amex card $303, *** told me that I would have to just deal with my insurance and ask for a refund. *** refused to give me the refund, even though I NEVER authorized them to bill my credit card $303! I then called ****** Healthcare, my health insurance provider. They also refused to issue me a credit for the $303. They said that *** should have billed them first. They told me to go back to ***, ask for a refund and have *** bill ****** Healthcare again. I refuse to waste any more time on this. *** has horrible customer service. The staff at the Grand Ave location are just wiping their hands clean and telling me to deal with their customer service ***** However, customer service never answers the phone and when I finally spoke with someone, told me that I would not be getting a refund. I am getting the run around.

      Business Response

      Date: 12/05/2023

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

      Customer Answer

      Date: 12/05/2023

      [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:11/27/2023

      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 was billed $57.18 for a Dr. ****** we received bill and paid it via check on 9/5/23 check cleared on 9/11/23, We keep receiving same bill over, and over and over. We called them and waited on hold over 2 hours. we proved and provided date when check cleared sent info to ******************** ( we have proof and can provide) then received another bill after that stating we still owe the $57.18 (they use an outside company for billing) so apparently there is no communication between them, I paid bill again via credit card 11/27/23 they said it was being reported to collections agency. I want refunded the second payment of $57.18 that was paid (twice). ************ # ***********

      Business Response

      Date: 11/28/2023

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

      Customer Answer

      Date: 11/28/2023

      [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:11/26/2023

      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 have insurance at time of.services that was rendered on wednesday november 22 2023 and recieved a reciept for ***** my imsurance was.never charged and should.have been. I called.and contacted customer service.no luck

      Business Response

      Date: 11/28/2023

      Thank you for your letter concerning a payment. I am pleased to report that this matter has been resolved between MinuteClinic and Ms. ************
    • Initial Complaint

      Date:11/26/2023

      Type:Sales and Advertising Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I went to the minute clinic over a month ago and was sent on my way afterwards. I was not charged a copay when I left like I had been for other family members, but didnt think about that until I had received a notice in the mail for a $20 copay. The fact that I had received a bill is not where the issue stands. I just simply cannot pay it and Ill explain why. Minuteclinic has partnered with AthenaHealth for their online billing and there must be an issue with their website. For over a month, I keep trying to pay online my bill. After I put all info in, it goes directly back to the home page. Ive tried different cards all the same issue. Ive also tried calling their customer service to resolve this issue, but Im always on hold for 40+ minutes before I hang up. I have a life and cannot be constantly trying to get ahold of them to pay a $20 bill. Now, my bill is past due 45+ days and Im at a loss on what to do. I do not want this to go to collections. I had received a voice message reminding me about my bill, but that honestly doesnt help. Someone needs to fix their pay system online or hire more people to take calls. Its impossible to get ahold of someone.

      Business Response

      Date: 11/29/2023

      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.

      Customer Answer

      Date: 11/29/2023

      [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:

      While my issue itself is not quite fixed, I appreciate the attention it was given. I do hope they look into it further because I believe I am not the only one who has an issue with their payment system. ***** called me, which I missed each time, and sent me an email. I sent her a follow up email you can view below: 

      Hello *****,

      Thank you for reaching out to me in such a timely matter. I apologized for missing your phone calls. The first time I tried to call back and the number was not working. Email seems to be the best form of communication. 

      Just to clarify, I had issues when trying to pay my $20 copay. For over a month I tried numerous times to pay online and by phone. When I try to pay through AthenaHeath, I am running into an error of sorts. The link itself works, but after I put in my information and the card information, I am taken back to the home screen when I hit pay now. I tried on both my phone and a laptop and with different cards. Nothing seemed to work. 

      I then tried calling customer service online, but I was always on such a long wait time before I would hang up. 45 minutes was my longest wait. I am not sure if I am the only one having issues paying online, but by not being able to get in contact with customer service would make me think that there is such an issue. 

      I eventually sent out, yesterday, a check in the mail. This is a method I really preferred not doing, but felt I had no choice at this point. I am beyond frustrated and stressed about having a $20 bill go to collections. 

      I apologize for having to go through BBB, but I felt I had no other way of getting in contact with anyone.  I do hope you get my check in a timely matter. I would like to avoid this going to collections. 

      Thank you for your time

      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:11/23/2023

      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 was charged for the entire cost ($89) of an appointment on Aug 9, 2023, despite having provided insurance information to cover the visit. I called on Nov 8, 2023 to dispute the charge, and after spending over 2 hours on the phone, was assured that the mistake was corrected and the charge would be reversed. However, the charge is still on my account and I havent received any follow up information on the case.

      Business Response

      Date: 11/28/2023

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

      Date:11/22/2023

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      i had a physical appointment at minute clinic on November 1st. At the appointment, she told me there was no charge and my insurance covered everything. The website said not to exceed $99 when signing up for the appointment but after my appointment, the doctor told me there was no charge. Today, 11/22/2023, I got an email that I was charged 184 for my appointment back on 11/01/2023. There was NO communication that this would be deducted from my account. Not to again mention the fact she said there was NO Charge. Im filing a dispute with my bank once this post because this is ridiculous. Saying no charge then charging my card $184 3 weeks later is unacceptable. Had I known prior, I would have went to *********** where it really is NO charge.

      Business Response

      Date: 11/27/2023

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

      Date:11/21/2023

      Type:Service or Repair Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I visited minute clinic on October 7 for a skin rash. This was in Salem *************. I was prescribed an antifungal medication and provided very specific instructions by the nurse practitioner. She said do not let the prescription lapse because the fungus can develop resistance, so visit minute clinic or PCP, within two weeks if the rash has shown little to no improvement and needs further meds. As instructed, a revisited minute clinic in ******** *************, because the ***** location was closed at the time, on October 20, claim 6477851v1672. I was not given any treatment and just told that this is out of the scope of practice of minute clinic. Visit your PCP or dermatology for further treatment. I was then charged and billed for a $60 co-pay for this visit.I called the billing department minute clinic this morning and explained that I was instructed to return to minute clinic and then turned away. I explained I should not be held liable for an office visit co-pay if I was given incorrect instructions . I should not have been instructed to revisit minute clinic if it was out of their scope of practice to treat me.The representative said I signed a consent form so its valid and I need to pay it. I explained that I am not going to pay it and will end up taking it to small claims court if necessary.He then laughed at me and said youre going to go to court over a $60 co-pay? I then explained that I dont just go around making appointments randomly and handing out $60 at a time because I have money to burn.I was given in correct instructions, and therefore should not be held liable. This is shoddy business practice and representatives laugh in your face when you are frustrated.

      Business Response

      Date: 11/28/2023

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

      Customer Answer

      Date: 11/28/2023

      [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:11/14/2023

      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 MinuteClinic to get vaccinated on Oct 22, 2023. I was charged a Preventative medicine individual counseling, which is total $59. The problem is that I never did any counseling during the visit. I tried to call the business but I was never able to dial in.

      Business Response

      Date: 11/15/2023

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

      Date:11/07/2023

      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 went into CVS for a cut on my foot. Dr. took my vitals, made a call to someone else and turned around and said "yeah, I thought so. I cannot help you." She canceled my visit (I have the email cancelation) and then CVS billed me for ******.

      Business Response

      Date: 11/13/2023

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

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