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.

  3785 W INA Road TUCSON, AZ 85741-2247

• 

  MinuteClinic, L.L.C.

  1212 S Greenfield Rd Mesa, AZ 85206-2792

• 

  MinuteClinic, L.L.C.

  4742 E INDIAN SCHOOL RD PHOENIX, AZ 85018-5440

• 

  MinuteClinic, L.L.C.

  10653 N Scottsdale Rd Scottsdale, AZ 85254-5263

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:11/03/2023

  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 visited a MinuteClinic to get a prescription for high blood pressure. The nurse practitioner told me that the total cost for this visit was $59, which I paid at the time of service. Months later, I received a bill for $80 stating that the actual cost of service should have been $139. I was not given this information at the time of service, and believe that I should not have to pay this balance. I have a receipt that shows my total charges of $59 and that they were paid at the time of service, and I have submitted this to MinuteClinic. I would like them to stop harassing me for this balance, which was added subsequent to the quote that I received on site for my total charges. If they made an error at the time of service, that should be their responsibility. I have spoken with their customer service department three times to explain this but they continue to harass me.

  Business Response

  Date: 11/08/2023

  Thank you for your letter concerning your billing. MinuteClinic has made several attempts to reach () via telephone.  MinuteClinic has also sent to ************ to the email provided on the complaint  a letter advising them to contact us should they like to resolve this matter.

  Customer Answer

  Date: 11/09/2023

  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. 

  The Business apparently attempted to reach me by phone but did not leave any voicemail messages, as would be normal business practice, so I was unaware that they had tried to reach me. I have immediately responded to the email they sent me and am awaiting a reply to the voicemail that I left for ******************. My complaint is unresolved as of today.
  
  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: 11/13/2023

  I am pleased to report his matter is considered resolved between Minute Clinic and ************.

• Initial Complaint

  Date:11/03/2023

  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.

  On Friday, October 20th, 2023, I went to my scheduled appointment at the MinuteClinic. I received two routine vaccinations. Prior to this appointment, I had uploaded a photo of my insurance card to the portal. When I arrived to my appointment, the provider asked if I had insurance. I said yes, but that I did not have a physical copy of my insurance, just a photo. She checked the system and confirmed that my insurance was already entered. I completed the appointment. On November 2nd, 2023, I received an email from ************************* that stated, "As per the payment agreement you signed with Minute Clinic on Fri oct 20 2023, MinuteClinic has charged your credit card in the amount of $265.00". At first I thought this was a scam email, but I checked my bank account, and they had taken the money out. The receipt does not provide any information on what the charge is for, but I can assume it was for the vaccines. I contacted my insurance, which is accepted by MinuteClinic, and they confirmed they did not receive any claims from MinuteClinic for this.I have attempted to call MinuteClinic with this concern but still have not spoken to someone. I have called three times--the first time I requested a call back, which was never received. I have been unable to reach anyone at MinuteClinic.

  Business Response

  Date: 11/08/2023

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

• Initial Complaint

  Date:11/02/2023

  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.

  On 10/15/23 I made an appointment at a local minute clinic. The online registration requires you to fill out all of your information including health insurance. When I arrived at my appointment I was taken into a room and told I needed to provide my insuance cards and that the ** would see me soon. After meeting with the ** I was given a prescription and told I could fill it at the *** on site there but that my insurance would most likely not cover it. The ** then told me the cost was *****. I paid and went to the pharmacy side to pick up my prescription. I was then told I owed *****. After tracking down the ** and asking what I paid ***** for she laughed and said....oops I forgot to explain that was for the visit today. I was NEVER told up front there would be a cost. Upon reaching out to Minute Clinic, they then further told me no claim would be submitted to my insurance because I self paid. My insurance requires a claim. I tired to fill out a self reimbursement claim with my insurance and was denied because my insurance is in CONTRACT with Minute Clinic and I should not have self paid. I agree. MINUTE CLINIC totally scammed me and I am demanding repayment on my card.

  Business Response

  Date: 11/03/2023

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

• Initial Complaint

  Date:10/25/2023

  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.

  On September 7, 2023, I went to an appointment that I had booked online for a Covid test at the CVS Minute Clinic using the following website: ****************************************************************************************************************** The website clearly states under "Cost and Payment" that the out of pocket fee for a Covid test is $69.99. At the appointment, I registered and saw the Nurse Practitioner for my test. After giving me the test he (***************************) said that while I waited he would take my blood pressure, temperature and pulse which was part of the Covid testing procedure. After receiving my results and returning home, I noticed that the charges on my paperwork were $120 for the Covid test and an additional $139 for a "New Patient Extended Visit", however, the front page of the paperwork stated that the only service performed was a LumiraDX SARS-COV2 Rapid Result Antigen test.I called the Minute Clinic billing line to complain and also to tell them that while I had listed my proper insurance information online when making the appointment, they had billed it to my old insurance company. I was told that they would make the adjustment to the insurance information and open a complaint about the over charging.After a couple of weeks, I received a notice from my insurance company saying that while they did not cover any of the expenses, they negotiated a rate of $45.36 for the Covid test and $90.97 for the office visit. I called Minute Clinic again to explain that I shouldn't be charged for the Office visit since I didn't request it, but only the Covid test. They again said they would open a complaint for my account (#************ and that someone would call me back. After a couple more weeks and no callback, I called a third time and was told that they would not adjust my account for the office visit. I explained that I wasn't told that would cost anything. I am seeking a refund of $90.97, the charge for the office visit which I didn't request.

  Business Response

  Date: 10/30/2023

  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: 10/31/2023

  [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:10/24/2023

  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.

  I am disabled and am on ******** and ******************** ********* I utilized Minute Clinic services when my therapist left her practice and I needed to see someone until I could find a regular therapist to treat my severe depression and suicidal ideation. I began to get bills for the ******** portion of my bill and I spoke to someone several times and several times I was told that I would stop receiving bills as the bills would be sent to ********* The bills continued and I made more phone calls with Aetna, my ******** provider on the line. For two of those calls, ***** called Minute Clinic with me on the line so they took the lead. These calls lasted more than an hour and up to two and each time I was told that the bills were in process. *********** ******** has not received these bills. No one could seem to offer me any resolution. I now have collection notices for bills I cannot pay. Each bill is almost $20.00, but multiply that weekly for months. Also, it is really hard to keep good credit on a limited income and I have worked hard to keep a decent credit scores. There is no end in sight for this problem. Getting mental health care should not make my mental health worse. Thank you.

  Business Response

  Date: 10/30/2023

  
  Thank you for your letter concerning your billing matter.  MinuteClinic has made several attempts to reach Ms. ***********;via telephone.  MinuteClinic has also sent Ms. ***********;a letter advising them to contact us should they like to resolve this matter.  Please have Ms.***********;contact *****, Patient Support Senior Coordinator at ************ to discuss further.

• Initial Complaint

  Date:10/24/2023

  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.

  I visited Minuteclinic on 9/6/2023. As part of the pre-check process, I uploaded my insurance information as well as provided my credit card number to be charged for the co-pay amount that I was expecting to pay ($40). Prior to the visit, I verified that Minuteclinic is an in-network provider and, as such, was expecting them to first submit a claim through my insurance as they are contractually obligated to do and then charge me for my copay amount of $40. On 9/15, Minuteclinic charged my credit card $99 and provided a receipt that was not itemized nor explained why I was charged for $99 instead of $40. I called Minuteclinic on 9/21/2023 to dispute the charge and the billing department indicated first that they did not have my insurance information. When I explained that I uploaded the insurance information to their system as part of the pre-check process, the rep indicated that the billing department ran it through the "automated system" and that the system indicated that I was not covered. When I explained that it clearly states on my insurance card that I was covered and that I spoke to the insurance as well confirming as such, the rep was able to manually check and confirm that I was covered and that they should have only billed me $40 for the copay. When I request to receive a refund for the amount overcharged ($59), the rep indicated she cannot do so and that they have to go through the insurance even though she admitted that the billing was incorrect. I confirmed that my insurance issued a payment to Minuteclinic on 9/26, yet I have not received a refund nor any updates from Minuteclinic on the amount that they inappropriately billed me. As of right now, they were paid twice for the same service (once by me and once by insurance company) and they have taken no steps to correct the erroneous billing nor issue me a refund for the overcharge. How many other people are they fraudulently billing?

  Business Response

  Date: 10/26/2023

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

  Customer Answer

  Date: 10/27/2023

  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 # ********.  I still have not received my refund for the amount that Minuteclinic inappropriately billed me.  I will consider this matter closed only when i have received the refund.  More importantly, Minuteclinic should revisit their processes and controls in dealing with billing issues as the lack of urgency in resolving the errors on their side is quite concerning.  Only after filing a BBB compliant has Minuteclinic taken steps to try to address this matter.  According to the rep I spoke with, they supposedly issued a check on 10/7, however, when I asked why i have not received it, the rep backpedaled and said that the check was approved on 10/7, that the billing department processed it a week later, and that the mailing department processed it a week after that and that it is in route and should be received in the next 2-5 days.  She mentioned that she could cancel the check and issue a refund on my credit card but that would also take 5 business days.  Why didn't they just process the refund on my credit card 1.5 months earlier as that is what I originally requested when I called them back in mid September? Quite frankly, what they are doing looks like a billing scheme (inappropriately billing and refunding 1.5 to 2 months later) and not something that I would expect of a company such as theirs.  

  
  Regards,

  Tanja

   

   

  Business Response

  Date: 11/02/2023

  Thank you for your letter concerning the patient.  MinuteClinic has spoken to the patient, a refund was processed pending insurance settlement, and mailed to the patient.  Should the patient have any further questions, they may contact MinuteClinic Patient Support at 866-389-ASAP (2727).  Therefore, MinuteClinic considers this matter resolved.

• Initial Complaint

  Date:10/24/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am continually receiving emails from cvs/****** that i have a bill due and I have never been to a cvs minute clinic.

  Business Response

  Date: 10/26/2023

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

• Initial Complaint

  Date:10/24/2023

  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 into this minute clinic 9/28/23, I pre populated my insurance information so they had it on file. I went to this minute clinic to get a splinter removed, everyone there was nice, they asked me 1 question "Can you see the splinter" I said "No" they said ok then we can't help you. I left without any services. A few days later I get a bill for $150, I'd like them to explain what exactly they're charging me for. Is it the 30 seconds of time? It is ridiculous what they did here I am sick just knowing they operate this way.

  Business Response

  Date: 10/30/2023

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

• Initial Complaint

  Date:10/17/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family is suddenly receiving emails and texts from CVS Minute Clinic requesting we pay a balance from a vaccine administered a year ago that should have been fully billed to and covered by insurance and the government paying for covid vaccines.-It seems especially suspicious to be pursuing us only now, nearly a full year later, without once trying to reach out prior. No itemized paper bill nor prior email until today.-It was especially suspicious that prior emails from CVS Minute clinic, like those regarding confirming and reminding of appointments, were branded entirely differently, making the recent ones look like a phishing scam, forcing me to call to try to get information. When I call, the line is purely automated with no opportunity to speak to a representative.-Having past experience with a struggling /mid-bankruptcy business fraudulently adding to peoples bills to claw a little money out of the gullible (see Hollywood Video), Im worried about this wrongfully moving to collections, especially since they are only now asking, nearly a full YEAR after date of service, or about them denying service when we are trying to get in for future vaccines.

  Business Response

  Date: 10/18/2023

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

• Initial Complaint

  Date:10/16/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited a CVS MinuteClinic on October 5 to obtain antibiotics for a routine UTI. Although I gave the provider my insurance information, the visit and tests were not billed through insurance, and I have a $175.00 bill. My claim number is #*******.I have tried calling to provide insurance information and there is absolutely no response on the number CVS provides. I do not understand how you can charge customers without any sort of customer support for dispute resolution. There is nowhere online to submit claims, either. What are we supposed to do?

  Business Response

  Date: 10/18/2023

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

  Customer Answer

  Date: 10/21/2023

  [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,
  
  ***************************