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

• 

  CVS Pharmacy

  2601 S HOUGHTON Road TUCSON, AZ 85730-1525

• 

  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

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:09/10/2023

  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.

  08/08/2023 I visited minuteclinic for the first time as they offered testing in womans health. I was told that I would be paying for the office visit up front and that Id receive a bill in the mail from the laboratory since I was paying out of pocket. I scheduled an appointment to have one single test done as I was fully aware of what was causing my symptoms. However, the bill I received from the laboratory is reflecting 3 separate tests, two of which I never authorized bringing my total cost to $336.34. This doesnt include the $160 I paid for the office visit the day of my appointment. I believe this is very shady business on behalf of the cvs minuteclinic doctor. I was wrongfully charged for two tests that I never even authorized and I would like someone to contact me as soon as possible regarding this matter.

  Business Response

  Date: 09/11/2023

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

• Initial Complaint

  Date:09/09/2023

  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 9/6/23, I made an appointment at 6:30pm to check my left ear canal. Priort to this visit, I went to an emergency room on 8/29, where they diagnosed me with ear inflammation/ an ear ache for both ears. The ** doctor then prescribed me Neom/Poly HC (Cortisporin) ear drops to help with my ear pain. I stopped taking the ear drops 6 days later since thats the drops were only to be taken for a 5 days to 1 week. Which brings me to 9/6 minute clinic visit, since I was still experiencing ear pain on my left ear. At the minute clinic, I was triaged and informed that I would have to pay out of pocket $50 - $150 since they didn't accept my ********************* I agreed, since I belived my visit would be cheap since my issue was minor. I was then moved to another room to visit ***************************** - ***** who is a Nurse Practitioner. She asked me what my medical history was and I informed her of my prior medical diagnosis of ear inflammation and the ear meds that I was taken prior. She then used a otoscope to look at my left ear and said it "still looks red inside". Then said I was allset and to keep taking my ear drops. She charged me $139.00 for looking in my ear. She provided no new diagnosis or any kind of prescription.

  Business Response

  Date: 09/18/2023

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

  Customer Answer

  Date: 09/18/2023

  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 received a call from a customer service representative from the claims department for the minute clinic. She gave me no resolution and told me the charges will stand. I then restated my case to her and she admitted that the nurse who checked me in gave me the wrong number estimate. She stated that the minimum charge for a visit was 90 dollars and up. Which contradicts what I was told of $50-130 charge for a visit. I told the representative if I known that the service fee would be $90 and up I would have cancelled my visit. so this whole disagreement is due to the the miscommunication of their staff. Instead of acknowledging that, the representative told me that doesnt matter (that I was given wrong information) and the charges stand. We went back and forth and I eventually just said fine due to my frustration with how my case was being handled. I notified her that I will still keep my report since she will not help me and refused to redirect me to someone higher. All I want is a refund since it is clear that the minute clinic staff miscommunicated information to me and did nothing to help with my medical issue. 
  
  Regards,

  Kayla

   

   

  Business Response

  Date: 09/21/2023

  Thank you for your letter concerning the patient.  MinuteClinic has spoken to the patient and confirmed services were provided and billed appropriately.  The patients request has been respectfully denied, and MinuteClinic now considers this matter closed.

  Customer Answer

  Date: 09/21/2023

  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 # ********. 
  

  Hello. I did speak with the minute clinic representative but we DID NOT reach an agreement. The representative admitted I was given the wrong cost estimate by the minute clinic staff. If I was given the right cost estimate initially, I wouldve denied continuing the service. This whole ordeal is due to the minute clinics miscommunication so I should get my money back

  
  
  Regards,

  Kayla

   

   

• Initial Complaint

  Date:09/09/2023

  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 took my daughter to the minute clinic on 9/6/2023 for a left ear infection. Something that I thought that was why the minute clinic existed. The Dr took my daughters ** and temp. She ended up having a fever and when she put the vitals in her computer, it came up that she was unable to treat and should send us to the ** or urgent care. With that recommendation and her not able to do anything, by the rules of the clinic, we left and went to children's urgent care. The appointment took 5 mins and I left with no diagnosis or help. They charged my credit card, that they had on file, for $120. I do not believe I should have to pay that much for a 5 minute conversation where I was told I needed to go to a more experienced doctor. I should not have to pay for 2 different doctors bill because the clinic cannot treat people with fevers.

  Customer Answer

  Date: 09/19/2023

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 09/20/2023

  Thank you for your letter concerning your visit. 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: 09/21/2023

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

• Initial Complaint

  Date:09/06/2023

  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 made a virtual appt to request a paxlovid prescription. (visit ID ********** after reading ****************************************************************************************************************************************************************** do not need a positive test per the **** After what seemed like 30 seconds the nurse denied me the prescription saying i wasn't eligible. I was so upset I didn't even think to mention my symptoms. I then called my doctor and got it through him. Please refund my $89 as the nurse did absolutely nothing for me, thank you.

  Business Response

  Date: 09/11/2023

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

• Initial Complaint

  Date:09/05/2023

  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.

  We needed to show a negative ***** test to attend a summer program. CVS Pharmacy advised ***** tests are no longer free & I had to get the test at CVS MinuteClinic. I scheduled at CVS MinuteClinic, *******, **. MinuteClinic website clearly ****** Costs and Payment: "What is the cost of a *****-19 test without insurance? The fee for the test is $69.99. Any additional cost due to lab delays or other unforeseen circumstances are the sole responsibility of the patient or guarantor 06/29/23 appointment I made it clear not sick, merely needed to prove a negative ***** test. Was forced into an intake exam even though was not sick, just wanted a ***** test. Got the rapid ***** test. We received a bill for a total price of $180.11 - $60.11 for the visit & $120 for the ***** test. $110.12 more than advertised/stated price of $69.99. This is false advertising, 'bait and switch'. 08/02/23 spoke to ********/08/15/23 w/*******,/08/25/23 w/Ebony, etc.: called MinuteClinics customer service #************ to dispute the charges. Everytime someone new. I cannot connect to anyone that can resolve my billing issue. Told the billing number was only a "call center & unable to provide callback # or a specific person to speak to, "practice manager" would call me back. Cannot get a callback # to resolve the matter. 08/02/23 call ******** promised charges would be put on 30-day hold - almost immediately credit card was charged. I have been assured it was being escalated to senior practice manager. I repeatedly asked for a supervisor. I was told only the senior practice managers or higher management could make decisions regarding patient bills. I cannot reach anyone to speak to me, despite my repeated requests for a phone call and written explanation of why the charges still stand. As a customer/consumer I should only pay the amount as stated & not hidden unnecessary costs.I appreciate any help - thank you!

  Business Response

  Date: 09/12/2023

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

  Customer Answer

  Date: 09/12/2023

  Better Business Bureau:

  I have reviewed the response submitted by the business - MinuteClinic and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. 
  

  My Complaint remains unresolved. I am a bit confused by MinuteClinics unilateral statements that the matter has been resolved. It has not been. All that has happened is MinuteClinics Senior Practice Manager has continued to claim it has deemed the charges valid.

  
  I believe MinuteClinic's website is misleading. The MinuteClinic website (I have provided a screen shot of the site I quote below with my initial complaint) clearly states under Costs and Payment that COVID tests are $69.99: "What is the cost of a COVID-19 test without insurance? The fee for the test is $69.99. Any additional cost due to lab delays or other unforeseen circumstances are the sole responsibility of the patient or guarantor

  
  I have received several voicemails from MinuteClinic all stating that an unamed Senior Practice Manager has deemed the charges valid, they apologize for any confusion, stated it may have caused confusion, and then note that the website reference for COVID tests costing $69.99 was for another type of COVID test. I have advised them that it states COVID tests - there is no caveat or description, obviously the website is confusing and misleading. MinuteClinic should update the language to specify what kind of certain COVID tests are at this price point. I am also quite upset that while they were reviewing my complaint they stated they would not charge my credit card on file - when in fact they charged it almost immediately for a total of $280.11. Regardless of what they thought they intended to say on their website, the website states COVID tests are $69.99 and I believe I should only be charged for that amount. I should receive a refund of my overpayment of $110.12 and only be responsible for paying $69.99. I should only have to pay for the amount of a COVID test as advertised!
  
  I appreciate your help in getting this resolved as described above.
  Thank you-
  KJ
   

   

   

  Business Response

  Date: 09/25/2023

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

• Initial Complaint

  Date:09/05/2023

  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 had a travel immunization consultation appointment at the Minute Clinic at CVS (************************************************************) on July 17th. I paid $211 for that appointment that included counseling, a vaccine and prescription for a couple of antibiotics (which included malarone to protect me against malaria). Since during this consultation I was told that I would need to take malarone once a day starting a day before the start of my trip and ending 7 days after end of my trip, when my plans changed and my trip got extended for additional 5 days i called the clinic to ask that my malarone prescription be re-filled with additional 5 pills. I only talked to the pharmacist who called me to tell me that the prescription was ready for a pickup a few hours later. I never talked to the doctor again nor seen her nor have I received any additional counseling. There was in fact nothing to counsel me about since this pill had already been prescribed to me on July 17th and I already received counseling for it. Upon returning from my trip, I received a bill for $59 for an alleged counseling on July 27th (reference ID: *************. Again I never received any further counseling nor talked to anyone other than the pharmacist. The only thing that was done was that a re-fill prescription was issued for some additional pills and that was it. Please remove this $59 charge for a nonexistent counseling on the 27th and stop attempting to bill me twice for counseling that I did receive on the 17th and had already paid for.

  Business Response

  Date: 09/08/2023

  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.

• Initial Complaint

  Date:08/31/2023

  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.

  Minute Clinic never answers calls... I have called numerous times and sat holding for someone for over 30 minutes each time so I gave up. They have my secondary insurance on file as I gave it during my appointment and I believe gave it online as well as when I checked in, I verified it. They are billing me for a leftover amount for 9 months ago from my first insurance and never sent it to my secondary insurance. If they never answer calls how can I make sure they bill my secondary insurance. Additionally, when you log into your patient portal, there is no opportunity to email anyone. Their site is not optimal. I have tried and tried and tried.

  Business Response

  Date: 09/05/2023

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

  Customer Answer

  Date: 09/05/2023

  [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:08/28/2023

  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 am writing to file a complaint against CVS MINUTECLINIC, specifically their billing department. Their conduct has raised ethical and accuracy concerns in billing practices. I seek your assistance in addressing this issue.My husband and I visited an ******* CVS/MinuteClinic (*******************************************************************************************) in May. We were seen by the same provider for identical symptoms. The visits were consistent, differing only in billing codes. My husband's claim had a ******19 testing modifier; mine did not. Though we both underwent ******19 testing, my husband's bill was fully covered. I was left with an unjust $154 balance due to the absence of a ******19 modifier on my main code. My attempts to resolve this were met with insufficient responses from CVS/MinuteClinic.I have communicated extensively with CVS/MinuteClinic's billing and Aetna, my insurance provider. CVS/MinuteClinic's representatives were dismissive and inconsistent, disregarding my concerns. Despite assurances from CVS that they would review the bill and request that the ******19 modifier be added, and from Aetna that they would review my numerous complaints and appeals, the issue escalated with unexplained added charges, and now the balance due is $167.

  Business Response

  Date: 08/29/2023

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

• Initial Complaint

  Date:08/22/2023

  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.

  On 8/15/23 I scheduled a virtual minute clinic appt for a routine fill of my oral contraceptive. I used this service a year ago without issue. The virtual appointment was brief and the provider was pleasant as expected. I was told the prescription would be sent over to my local pharmacy. On 8/19 when I went to pick up my prescription I was told there wasn't a new script for my birth control on file. I was very frustrated and made several calls to Minute Clinic where no one offered any resolution to this problem. Representatives could see that there was a prescription documented for that date of service but NOT submitted to the pharmacy, and told all me all they could do was send a message to the provider but offered no time frame on when I would hear back. I opted to try another virtual appointment on 8/19 so that I could make sure I got my prescription by 8/20. This time I had Doctor who was very unpleasant and told me he could only write a 30 day fill for birth control with ************. Based on that script, I would have to have a virtual call monthly just to keep getting a refill which is absurd. I told the provider to cancel the appointment, he said ** and put the 30 day script on hold, he again failed to offer any resolution to my 8/15 appt. At this point I decided to use services from GOODRX and was able to get my 3 month supply in less than 5 minutes. On 8/20 I was contacted by a Nurse from Minute clinic who had reviewed all my calls and notes and offered an apology for how my case was handled. She agreed that writing a 30 day supply of birth control without refill was absurd. She said she would forward my case to higher **** but I haven't heard from anyone since. I was completely shocked to see I was charged for the 8/19 DOS as they acknowledged poor resolution attempt on their end, and I requested the appt be canceled. All of these calls are documented and noted under my account. The whole experience had been very stressful to say the least.

  Business Response

  Date: 09/01/2023

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

  Customer Answer

  Date: 09/11/2023

  [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:08/20/2023

  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.

  MinuteClinic-Athena ****** sent me a fraudulent bill. MinuteClinic-Athena ****** sent bill stating I was seen by Family Nurse Practitioner ********************************** on April 10, 2023, for a medium long medical visit and a strep test and sent me a bill for $184.00. I have NEVER been to a MinuteClinic, nor have I ever met or been seen by FNP **********************************. This bill is fraudulent. I called the Minute Clinic-Athena ****** number to dispute, and they said they could not help me until I gave them more personal information. This is NOT my bill.... it is fraudulent.... I have never been to the MinuteClinic and have never met, seen, or spoken with FNP **********************************. There may be many other victims out there who are being billed by Minute Clinic - Athena ****** for services they never received!

  Business Response

  Date: 08/21/2023

  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: 08/21/2023

  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. 

   

  Dear BBB,  
  
  I do not accept the response from Minute Clinic because they make no mention that this was their error and I never had a bill with Minute Clinic.  I need the response to say that it was their mistake, and I never had a bill with them so that I am never responsible for this fraudulent bill.  
  
  Thank you, ***********************

   

  [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,

  *****

   

   

  Business Response

  Date: 08/24/2023

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