Business Profile

Clinic

MinuteClinic, L.L.C.

Headquarters

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Complaints

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

Customer Complaints Summary

550 total complaints in the last 3 years.
240 complaints closed in the last 12 months.

If you've experienced an issue

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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:08/18/2023
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 received a shingles vaccine at Minute clinic in June 2022. I provided my insurance information to minute clinic. I have **************** I verified that the vaccine was covered by my insurance before getting the vaccine. I received a bill from minute clinic for $179. The bill said that the claim was denied by my CIGNA ********** I do not have CIGNA ********** I called and also sent a letter to minute clinic telling them to resubmit to my insurance which is: OSCAR ********** I sent them a copy of my insurance card. I got another bill which still says the bill was denied by CIGNA ********** This is their mistake but they are not taking any action to send the claim to the correct insurance company. I did not have *************** then, and I still do not have ***************. I have ****************
Business Response
Date: 08/29/2023
This matter is considered resolved between Minute Clinic and *******************************.
Initial Complaint
Date:08/16/2023
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 went in on Augest 8 for a CDL physical and halfway through the exam I requested the nurse to stop the examination. The nurse stated that she already started and couldn't stop because I was already in the system. I tried reaching out to Minute Clinic for a refund and haven't heard anything.
Business Response
Date: 08/23/2023
This matter is considered resolved between Minute Clinic and ******************
Initial Complaint
Date:08/15/2023
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.
To Whom It May ********* am writing to file a formal complaint against CVS's Minute Clinic for an unsatisfactory experience I had during a scheduled appointment at the ******* Park location.I arrived at my appointment to receive a COVID-19 test, as I had been experiencing symptoms and wanted to ensure the safety of myself and those around me. Upon arrival, I did not get the chance to check in or complete an initial intake before the physician began questioning my need for a test. It was bizarre and uncomfortable for me to have to defend my decision to get tested.Furthermore, I was denied care because I did not have my ID. While I understand the policy, the manner in which the physician communicated this to me was unprofessional and lacked compassion. Her intense nodding and eye-rolling made me feel judged and dismissed. I was then provided with a number to call if I disagreed with the policy, without any attempt at finding a workaround or expressing regret for the inconvenience I was experiencing.As a long-time CVS customer who has had great experiences with the Minute Clinic in the past, this was a jarring and disappointing experience. Not only was I met with resistance and skepticism in regards to my health concerns, but I was denied care without being given the chance to explain my situation.I believe that the physician's bedside manner was unacceptable and that she should not be allowed to continue working in the medical profession without undergoing further training on how to provide compassionate care to patients. Additionally, I feel that I am owed an apology for the unwarranted inconvenience and confusion that I experienced.In conclusion, I hope that Minute Clinic takes this complaint seriously and takes the necessary steps to prevent such experiences from happening to future patients. Thank you for your attention and for taking the time to address this matter.*********,********
Business Response
Date: 08/30/2023
Thank you for your letter concerning ********************. I am pleased to report that this matter has been resolved between MinuteClinic and *********************
Initial Complaint
Date:08/12/2023
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.
When I woke up in the morning of 05/14/2023, I felt there was something underneath my left eyelid. So I made an appointment at the Minute Clinic at *************************************************************** (Confirmation code SXVBFPB). I am very disappointed at their service.1. I went there on time at 3:20 pm. I waited for almost an hour to see the nurse.2. Finally I got to see the nurse. But the nurse said they didn't have the medical equipment to lift my eyelid to see underneath. So she couldn't diagnose. Then she measured my bloodpressure and charged me $59 for the visit.This visit was a big wasted of time.
Business Response
Date: 08/18/2023
Thank you for your letter concerning *************. I am pleased to report that this matter has been resolved between MinuteClinic and **************
Customer Answer
Date: 08/18/2023
[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:08/07/2023
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.
On June 13 I went to the Minute Clinic and provided a copy of my insurance card. On June 23 I received a bill stated I owed for the full amount because my insurance said I was ineligible. I called my insurance company and they stated they were never billed for the visit. I called minute clinic and waited on hold for over 30 mins. I provided them my insurance info again and they they tell me I don't have insurance. I tell them I do and I provide them all the information again. They told me to ignore the bill and they will bill insurance. On 7/23 I receive another bill for the full amount. On July 24 I three way called minute clinic with my insurance and waited on hold for 40 minutes but my insurance had to hang up. I called back on July 26 and waited on hold for 45 minutes and then added my insurance company to the phone call. They verified with minute clinic that I have active insurance during the time of the claim and that they still have not been billed for the visit. She provided the minute clinic individual will all my info and stated it would be a 20 dollar copay. The minute clinic individual told me to ignore the bill and that I would receive a new bill for 20 dollars. On August 5 I was charged on my credit card for the full amount of the visit. I waited on hold for 45 mins again and three way called my insurance on 8/7. They told minute clinic again that I have active insurance and is eligible for the visit and it was 20 dollar copay. Minute clinic stated that they billed insurance on Aug 1 and the insurance said they mailed a check on August 3 and then they told me since they didn't receive a check yet they charged my credit the full 184 dollar on 8/5. The insurance provided the check number and amount but minute clinic said they need to receive the check then cash it and then I will have to wait an 4-6 weeks for a refund even though they spoke to my insurance and only gave my insurance THREE DAYS to mail a check before they charge me the full amount.
Business Response
Date: 08/08/2023
Thank you for your letter concerning *****************************. I am pleased to report that this matter has been resolved between MinuteClinic and *****************************.
Initial Complaint
Date:08/07/2023
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.
The customer service for billing is difficult to use. There is one inbound number. There is a billing/coding issue for a service I had on June 17, 2023. They can't call the insurance company, had me call. The insurance company said the billing code they submitted was incorrect. I then called CVS billing and told them. ************** said that they can't change the code and are unable to contact the insurance company to discuss. There is no supervisor available (I asked for a call back and they said they can't do that either). I don't think that a patient that has coverage should be put in the middle to try to solve a coding issue. I have already spent so much time on the phone, on hold and there were no solutions offered other than I should pay the bill. I won't plan to use CVS Minute Clinic and will use other urgent- care in the future. I have no idea how I can resolve this using my insurance.
Business Response
Date: 08/15/2023
Thank you for your letter concerning the patient. MinuteClinic has reviewed the patients claim and contacted the patients insurance. MinuteClinic has confirmed with the patients insurance that services provided are not covered and the patient is responsible for outstanding charges. MinuteClinic has reached out to the patient via telephone as well as sending the patient a written letter. We have not received response back from the patient. Should the patient like to discuss the matter further, please have the patient contact our MinuteClinic Patient Support Team at ************. Therefore, MinuteClinic considers this matter closed.
Customer Answer
Date: 08/25/2023
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.
I have returned messages (they call while I am at work) and left detailed messages for them with the issue. My insurance company has tried to call them as well to explain how the coding is incorrect and if they resubmit it would be covered. This is really an awful experience.

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: 08/31/2023
Thank you for your letter concerning the patient. MinuteClinic has reviewed the patients claim and contacted the patients insurance. MinuteClinic has confirmed with the patients insurance that services provided are not covered and the patient is responsible for outstanding charges. MinuteClinic has reached out to the patient via email. Should the patient like to discuss the matter further, please have the patient contact our MinuteClinic Patient Support Team at ************. Therefore, MinuteClinic considers this matter closed.
Initial Complaint
Date:08/05/2023
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 took my son to MinuteClinic on 5/26/23 as they provided wart removal services. The nurse practitioner used hospital grade cryotherapy. The area that she treated was very tender but a couple days passed and it looked like a severe burn (the wart did not "fall off" as she had mentioned). I scheduled a follow-up visit on 6/3/23 with the nurse practitioner on duty that day and upon examination, she said it was "normal." The treatment area did not look normal by any means. I received a bill for $249 which I paid, although I was very concerned about whether my son's skin would heal. I waited 3 months hoping that the skin would heal. He still has a scar that looks like a burn victim due to the nurse practitioner's negligence. I would like to receive back the $249 I paid MinuteClinic. In addition, I would like MinuteClinic to provide some sort of compensation for me to seek services to heal the burn scar faster.
Business Response
Date: 08/11/2023
Thank you for your letter concerning the patient. MinuteClinic has reached out to the patient via telephone as well as sending an email. We have not received a response back from the patient. Should the patient like to discuss the matter further, please have the patient contact *************************** at **************. Otherwise, MinuteClinic considers this matter closed.

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.
[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: 08/29/2023
Thank you for your letter concerning the patient. MinuteClinic has reached out to the patient via telephone as well as sending an email. We have not received a response back from the patient. Should the patient like to discuss the matter further, please have the patient contact *************************** at **************. Otherwise, MinuteClinic considers this matter closed.
Customer Answer
Date: 08/29/2023
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.
I have tried to call ***************************** at MinuteClinic on a weekly basis, sometimes many times a week. I've tried returning his call for the past 3 weeks and left many messages.

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: 09/12/2023
Thank you for your letter concerning *********************************. I am pleased to report that this matter has been resolved between MinuteClinic and **********************************
Initial Complaint
Date:08/04/2023
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.
On 06/23 I had a telehealth visit for a lyme disease bullseye rash in need of antibiotics. The doctor refused to follow established medical guidelines and prescribe the antibiotics. I was forced to go to another urgent care center to receive the appropriate care where the doctor there quickly confirmed that a bullseye rash necessitates antibiotics for lyme disease prevention and prescribed them. Even though I shouldn't have to pay for the telehealth visit on account of the physician's refusal to treat and incompetence, I attempted to pay the balance due and was hung up on six separate times. Unacceptable. The balance due needs to be adjusted off.
Business Response
Date: 08/11/2023
Thank you for your letter concerning payment issue. I am pleased to report that this matter has been resolved between MinuteClinic and **********************.
Customer Answer
Date: 08/11/2023
[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:08/02/2023
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 7/17/23, I made an appointment to receive a COVID test at the Minute Clinic on ******************, *************, ** after an exposure, symptoms, and a very faintly positive test. I didn't have health insurance, so I double checked on hhs.gov that the location was a federal Test to ***** center, where COVID tests for uninsured patients are covered. When I made the appointment, the Minute Clinic website stated that "A limited number of MinuteClinic locations offer no-cost testing, which is funded by the U.S. ********** of ****** and ***** Services. If there's a no-cost testing site near your search location, it will be marked in your search results." The location was marked as such on the site. I also called the **** which confirmed that the testing was funded under the ***** program, which "After the Public ****** Emergency expires on May 11, 2023... will continue to provide no-cost COVID-19 testing for people without health insurance." At my visit, where the provider said that the test I had taken was sufficient enough to be 100% positive and I did not need any further testing. The appointment I made was solely for testing. On 7/26/23, I received a bill for $139 for "Office/outpatient, established patient, medium visit." I did not schedule or agree to any further provider visit, but rather scheduled a COVID testing appointment which I had even though the provider deemed further testing wasn't necessary.Also on 7/26/23, I called the Minute Clinic billing number to dispute the charge. The first person I spoke to had no familiarity with no-cost testing. The second said because the provider told me my home test was sufficient, I had to be charged. I asked to speak to someone to dispute the bill. I was told the billing number was only a "call center" and a "practice manager" would call me in 3-5 business days. It has now been over 5 business days and I have received no call. The bill remains active. I want this bill removed so I'm not liable for these faulty charges.
Business Response
Date: 08/11/2023
Thank you for your letter concerning ************. I am pleased to report that this matter has been resolved between MinuteClinic and ************
Customer Answer
Date: 08/11/2023
[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:07/31/2023
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 an appointment on 7/30/2023 with Minute Clinic at ************ ********** to get the Typhoid vaccine for my trip to *****. On my arrival a nurse said i needed to get a travel consultation and then proceeded to take my vitals. My first complaint: i only wanted the vaccine and not a travel consultation and i wasnt told about at the time i made my appointment. There was no information on the website that explains this procedure properly. The nurse said my insurance wont cover the cost and i would have to pay for it. Fine with me since i already know that. Next i was taken to see another nurse who then told me she cant give me the vaccine even if i am paying for it out of pocket which doesnt make sense to me. CDC does not recommend the vaccine for ***** ( but does not ban it for usage), and insurance companies wont cover the cost because of that. I have no problem and i am willing to pay out of pocket. When i told the nurse that i didnt understand why i cant get the vaccine when i am willing to pay for it, she rudely said she didnt care about engaging in non productive conversation. Very incompetent and rude as well. Bottom line i was charged $59 for a consultation that i didnt need and didnt ask for, and was told things that i already know. And i didnt get what i came for , the Typhoid vaccine. All this looks like a scam to me.
Business Response
Date: 08/08/2023
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: 08/11/2023
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.

I have rejected Minute Clinics offer because i have not yet received my refund of $59 as of today, although Minute Clinic called and left a message on my phone on 8/3 about issuing the refund. There was not a return number displayed on the caller ID so i could not call back.
In other words i am not satisfied about the outcome until the refund has posted to my credit card.
I apologize for not including an explanation in my rejection notice but i was unable to find the space where to type my response.
Thank you for your time in this matter!
Sincerely,
*************
Business Response
Date: 09/19/2023
This matter is considered resolved between Minute Clinic and ******** .

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