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

• 

  CVS Pharmacy

  1900 W VALENCIA RD TUCSON, AZ 85746-6628

• 

  MinuteClinic, L.L.C.

  1212 S Greenfield Rd Mesa, AZ 85206-2792

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/03/2023

  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.

  Scheduled a wellness exam which is covered 100% by my health insurance. At the time of service, the tech told me there no amount due. Service was rendered on 3-17-2023. Received a text message on Saturday 4-1-2023 with link to an account - no billing statement easily found. On 4-3-2023 said my account was In Collections. No paper bill ever sent. Also, this was highly stressed that the visit had to be coded as a WELLNESS visit so that for company policies and insurance would cover it 100%.

  Customer Answer

  Date: 04/14/2023

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

  Business Response

  Date: 04/19/2023

  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: 04/25/2023

  
  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 for now. I reserve the right to reopen/resubmit my claim pending insurance review. 
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:03/31/2023

  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.

  Atrocious process for getting a refund.1) Visited CVS minute clinic November 02, 2022 for a testing item that is listen on their website. Told by my provider that day that they couldnt actually do it but can refer me to other places, sure. But the provider then said that since the system marked my visit as already happening, they would have to charge me. Received a bill for ~$130 - without going through my insurance - a few days later and paid for it, despite me not having really received any service that their website made me think I would receive.2) Called CVS within the next few weeks (Dec 2022), asking them to file the claim to my insurance so that I can get a refund. Told that they have done so and I should wait about a month for it to be processed.3) Jan 2023: my insurance company never received the claim, so I called CVS again asking about it. Told that the previous claim had some problem so wasnt actually sent, but that they would take care of it and make sure its sent.4) Feb-Mar 2023: called several more times asking about if my claim had finally been sent. Every time I was told that it has been sent and I just had to wait, every time I told them last time they said the same thing to me, but I had called my insurance again and again to make sure that the claim was NEVER received. And every time they ended up realizing there was something wrong on their side, and told me that they would fix it this tome for sure. Well guess what, I have gone back and forth with them for FOUR months with at least 6 phone calls, and still there is no progress. Despite telling me again and again, confidently, that the claim has been sent to my insurance, my insurance actually never even received it.It shouldnt have been that hard - I just want my money back for a service I never actually received.

  Business Response

  Date: 04/07/2023

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

  Customer Answer

  Date: 04/07/2023

  [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:03/30/2023

  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.

  I went to get a TB test. The clinic for my initial visit set up my subsequent visit for another location. While I had a printed document showing me when and where my next appointment was I was not in the system or able to check in when I got there. I waited to get to talk to someone and got squeezed in the schedule causing a long wait. I was pay out of pocket and had no insurance on file. I was given a receipt for my payment. Then, months later received an overdue balance bill in the mail. **** has no email address, website has no email address. At 4:30 in the afternoon their automated messaging system says the office is closed and provides no hours. Eventually I got ahold of someone. They worked through it with me and acknowledged that there had been an error in the entry by the staff at the clinic and I received the bill in error. They were submitting a request to get it corrected and would call me back in a few days. Today I got the exact same bill, that says Im not 75 days past due for what is over charge (doesnt match the website either). No way to document or get a person to help me resolve. Am I stuck waiting for this to hit my credit then dispute it so that maybe the creditor who buys the debt will get a response from Minute Clinic? Cant even go to the location because they wont talk to you without an appointment.

  Business Response

  Date: 04/07/2023

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

• Initial Complaint

  Date:03/30/2023

  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.

  Minute Clinic advertises that ear wax removal is priced from $99 - $139. Mine was the last appointment of the day 12/19/22 and the nurse reported seeing wax buildup in both ears. The left ear had impacted hearing for a week. The nurse said she would only treat the left ear which did not seem fair. If we pay for a dental cleaning the hygienist cannot choose to only treat one side. Irrigation did not have results at home and the nurse did not find any wax in the basin from her irrigation. She indicated that she did not feel comfortable using a wax removal tool and it was getting late. The initial bill request was for $139. The expectation had been to have both ears successfully treated so I asked for the $99 advertised since only partial service had been provided. She agreed and then found that the computer defaults to $139 and there is no $99 option. "Don't worry I will make this work." Frustrated at having expended time and expense without result, a Bebird tweezer endoscope arrived from Amazon a couple days later. The Bebird wax removal only took moments completely restoring hearing. Three months later a bill arrived for $40. The billing department advised to expect a call within a few days. Three weeks later the responding caller still insisted there is $40 due. In the past wax issues have been treated by doctors using an endoscope with a tool or suction. In this instance the nurse chose to only provide partial service and did not seem to have the proper instruments or training. She had agreed to the lower price range advertised but did not input the transaction correctly. Is this service falsely advertised? A refund of $99 is requested based on not receiving proper treatment upfront. It was upsetting to be given partial service because of the late timing only to be told to come back in a week to try the same treatment. The billing efforts are a reminder of a regrettable experience and frustration of how quick and easy the Bebird tool resolved the hearing loss.

  Business Response

  Date: 04/14/2023

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

• Initial Complaint

  Date:03/28/2023

  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 12/26/2022 I had a virtual appointment with **************************************** at **** Virtual **** ***** The appointment may have originated at the ************** location on ***************. I have used the store for regular appointments and I have had virtual appointments with no billing issues before. I supplied them with my ******** information and my supplemental insurance information. I was surprised when they charged my debit card $89 on 1/13/23. In the past my 2 insurance companies have covered the entire cost. I called the billing **** at ************ on or about 1/30/23 to inquire why I was billed. I was told that there is a coding error and that they would fix the issue and bill my insurance. On 2/10 I called to inquire and was told to wait 4 to 6 weeks. On 3/10 I called and was given the same response. I feel the issue is just being shuffled around and there is no intention of fixing the issue. Looking on the BBB web site I see other people are having the similar issues. My account ID is ***********. Date of service was 12/26/2022. I was billed $89, but my insurance covers the entire bill. Thank you for any assistance you can provide.

  Business Response

  Date: 04/25/2023

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

  Customer Answer

  Date: 04/30/2023

  [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. Thank you to Ms. ******* at CVS **************** for responding and taking care of the issue.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:03/26/2023

  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 used the *** from my employer for free counseling. I am being charged for 2 sessions in April 4/4/2022 4/18/2022 and 1 session in 5/25/23 which isnt even listed in my online Minute clinic history. Im being charged $89 a visit when all visits should be free. 3 per separate issue. Then, I didnt even receive a bill for the $267 until 11/2022. I spoke with minute clinic billing specialist and she said I should not have been billed bc they were having billing issues. Then I received a collection notice in the mail instead of the matter being resolved! I called back to billing **** and the supervisor claimed to have never heard of this staff member despite staff having given me supervisors name. Supervisor insists bill is my responsibility and they wont refund. I wasnt even billed for these services until 6 months later. I used this service during a difficult time in my life, I lost multiple family members within one week of each other and now Ive been dealing with this financial burden for another 6 months. CVS billing is a scam.

  Business Response

  Date: 05/08/2023

  Thank you for your letter concerning the patient.  I am pleased to report that MinuteClinic has discussed this matter with the patient and the patients account is no longer outstanding and no balance is due.  The patient is aware and satisfied with this resolution.  Therefore, MinuteClinic considers this matter resolved. 

• Initial Complaint

  Date:03/26/2023

  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.

  After making an appointment for a TB test I arrived 5 min late. Signing in at kiosk nurse came out. Called me in, I simply asked if they has a 2-Step TB? she responded with, Do I? You tell me This rhetoric went on for a minute then I told her, I'm a nurse and you don't know what a 2-step TB TEST Is? She followed me out of the clinic office yelling, Maam I didn't know you were a nurse... If this Individual does not know what a TB testis she should not be in nursing practice. I'm not sure what was going on so I left, still needing a 2-Step TB TEST.

  Business Response

  Date: 03/27/2023

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

  Customer Answer

  Date: 03/27/2023

  [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:03/21/2023

  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.

  In August of 2022 I went to the Minuteclinic at the ********************* to schedule a Hep B adult vaccine as suggested by my primary care physician, ***************. I was told that this vaccine would need to be pre-approved by my healthcare provider, ******************************************** It was approved and I received the vaccine on Aug. 31. I was told by Highmark that Minuteclinic was not allowed to bill me.In September of 2022 I received a bill from Minuteclinic for $145 and have received a bill each month since September. In September of 2021 I contacted Highmark, and while I waited on the line they reached out to Minuteclinic to inform them that this was a covered vaccine but that Minuteclinic was using the wrong billing code. Minuteclinic agreed to fix the billing code and it was determined that the issue was resolve. Each month since September I have continued to contact Highmark, who in turn contacts Minuteclinic who agrees to fix the billing code. This has yet to happen. Please contact Minuteclinic to correct this this bill.I can provide full details of each call to Highmark, along with the name, date, and time from the past 7 months of trying to resolve this issue.

  Business Response

  Date: 03/30/2023

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

  Customer Answer

  Date: 04/01/2023

  [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:03/21/2023

  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 Minute Clinic on January 6th, 2023 located at *********************************************** for my 16 year old son who had a sore throat for almost a week. He was to the point where he could not swallow, had no other symptoms except headache, so knew it had to be strep as he has had it in the past and had all of the signs that it was strep. The nurse did a strep test, and it came back negative. The **** was who we saw next, was absolutely horrible. She tried forcing my son to speak, when he couldn't she became irritated with him. She said it did sound like strep, so she ran it again. It came back negative and she told me it was 100% accurate so he didn't have strep. She then sat there for almost 45 minutes trying to figure out what could be wrong with him and said, well I can't just give him antibiotics as he doesn't have strep. She told me he had to go directly to the *** I said why? She then said because he could have a blockage but he had no signs of one, but she didn't know what else could be wrong. She was incompetent of waiting on him and providing any kind of recommendation. She kept on re-iterating i had to take him to the *** After an hour and a half, i left there with a bill and no solution at all at almost 8 pm at night. We got home and my son was crying because it was so bad, so to the ** I had to go. After running their tests, and I told them the **** at Minute Clinic said he could have a blockage, they ran a CT scan, strep test, x rays.. and low and behold.. IT WAS STREP!!!! SO now I have a $2300 ** bill due to MINUTE CLINIC!! This all could have been avoided as they put him on a steroid and an antibiotic that she told me he did not NEED! So who is paying this $2300 ** bill due to their incompetencies to diagnose simple strep with the test she said was 100% accurate, but clearly was not! Not to mention the 6 hours I waited in the ** until 5 am in the morning.

  Business Response

  Date: 03/27/2023

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

• Initial Complaint

  Date:03/17/2023

  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 1/17/23 I made an appointment with MinuteClinic for my husband and I for an ear cleaning which was covered by my insurance (Aetna). We showed up a little late so my husband was unable to check in for his appointment. We went back and forth on the cleaning because my husband was the one who actually needed it. It was also determined that his insurance, ******, didn't provide any coverage so we didn't want to cover that cost. I was told with Aetna my cleaning was 100% covered. I answered a series of questions, got my blood pressure and O2 and the nurse took one look at my ear and determined an ear cleaning wasn't needed. I later receive a bill from MinuteClinic for $56.38 because MinuteClinic charged me for an office visit which is not covered by my insurance. As health care providers MinuteClinic needs to be upfront about potential costs. Had I known that by merely showing up I would be charged, then I wouldn't have bothered scheduling. Would I actually have no cost if I got the service performed? I went in for an ear cleaning and did not get one. Because she didn't give me the service I came into MinuteClinic for and should not be expected to pay for an office visit that isn't covered by my insurance. I have called MinuteClinic twice now where I escalated the problem to and I've spent countless hours arguing with agents who tell me that anytime I go into a doctors office i would be charged for a visit. Yes, understood that you go to a doctors office for a service, whether is a physical exam or an ear cleaning, you go in for THAT service. I did not get that service performed, I should not be billed or I should be told upfront that there are costs for simply showing up. I've reviewed the pricing on the MinuteClinic website and no where does it explain this. It is unethical and poor business practice to operate like this. I can see by other complaints on the BBB that i'm not the first person this has happened to. It's time that MinuteClinic make some changes.

  Customer Answer

  Date: 03/29/2023

  I was contacted by the MinuteClinic and told that my compliant is unwarranted and that I should be billed for an office visit. It's unfortunate that my point did not come across that it is unethical for a business to bill someone without first letting them know. If I would have received the service, my insurance would have covered the cost and instead I got no service and have a bill for $100. 

  My ask to MinuteClinic is to make this policy clear when signing up for an appointment. Customers should not be shocked to get a bill following an appointment where no service was performed to the customer.

  Business Response

  Date: 03/31/2023

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

  Customer Answer

  Date: 04/06/2023

  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: 04/14/2023

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

  Customer Answer

  Date: 04/18/2023

  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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Minute Clinic is still not providing information and policies upfront to customers. I was told that I was billed for an Ear Complaint but in reality I wasn't, I was billed for an office visit, which thus isn't covered by my insurance. The support from the company came in the form of gaslighting and I went round in circles on my complaint. If they don't want to take my complaint seriously, fine. But this was not resolved, it was pushed to the side.
  
  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,

  *****