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Business Profile

Clinic

MinuteClinic, L.L.C.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 552 total complaints in the last 3 years.
    • 241 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

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

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/16/2023

      Type:Product Issues
      Status:
      Answered
      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 10/11/22 my husband and I went into Minic Clinic for a flu shot. We presented the nurse practitioner with our insurance cards and she said flu shot would be $0. She gave us our flu shots and we left the clinic.On 10/30/22 we each received a bill for $95 each. On 11/3/22 we reached out to Minute Clinic to dispute these charges and we were told to expect a phone call from the supervisor within 5 days. No phone call ever received. On 11/24/22 we received another bill for $95 each. We called back on 12/5/22 and we were told a Supervisor would call us within 5 days to resolve the issue. No phone call ever received. On 1/17/23 and 1/23/23 we received a letter from TSI debt collector regarding the $95 each over due bill to Minute Clinic. We contacted TSI and they suspended the collection for 30 days to see what Minite Clinic would do. We called Minute Clinic again on 1/30/23. They told us my husbands fee was waived and resolved, but mine was still in collection. We were told to wait for a call from the supervisor within 5 days to resolve my claim of $95. No call ever received. We called on 2/22/23 to check on my status and we were told Minute Clinic "dropped the ball" thinking the charge was a duplicate of my husbands charge and resolution. We were told a supervisor would call back within 5 days to fix my charge. No call was ever received. On 3/3/23 we called to check my status and there was still a charge of $95 on my account, still in collections. We were instructed to wait for a supervisor to call within 5 days. No call ever received. Called this morning 3/16/23 and the charge is still there with no change. Told a supervisor would call us back today. I am not holding my breath that they will call. I want Minute Clinic to resolve my issue once and for all. They were able to do this for my husband who has the exact same insurance and had the exact same issue with Minute Clinic. Needless to say, we will never do business with Minute Clinic again.

      Business Response

      Date: 03/17/2023

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

    • Initial Complaint

      Date:03/15/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was told that there was a contractual agreement between *** and Minute Clinic that all vaccinations for Shingrix would be handled by MinuteClinic just like the *** pharmacy during flu season. Last April I started getting bills from Minute Clinic. I called them and they said they would bill ******************* They did not even though I made monthly calls to them to settle this. They then said they do not bill pharmacy services to the *** representative that called them. I have no way to file a claim with my insurance and even though I received promises that MinuteClinic would bill my insurance. If I had known that MinuteClinic would not treat me as promised and take me to collections, I would have walked across the street to ********** I want my account adjusted to $00.00 and $1000.00 per month that I have had to deal with MinuteClinic ($12,000) My account number with ********************** is ************.

      Business Response

      Date: 03/21/2023

      Thank you for your letter concerning the *************************. I am pleased to report that MinuteClinic has discussed this matter with the ****************** and agreed upon resolution.  Therefore MinuteClinic considers this matter closed.

    • Initial Complaint

      Date:03/13/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 husband and I want to a minute clinic by our house to get our flu shot a few months ago. We have two insurances one is Tricare and the other is by the **. They told ** they take both of them, but following our appointment we have received constant letters and calls saying we owe them. I called them and they said they dont actually take any insurance, but that doesnt seem accurate at all. Another time I called it was sent to a call center that cant do anything to fix the issue but accept money. We tried going in person but they said they couldnt do anything we had to call the headquarters. When I called them I got transferred a few times just to end up being sent to ******** with a recording to call back during normal business hours, but not even telling me when those hours are.

      Business Response

      Date: 03/21/2023

      Thank you for your letter concerning a bill you received.. 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:03/07/2023

      Type:Product Issues
      Status:
      Answered
      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 12/13/22, I inquired about coverage for the Typhoid vaccine with my insurance provider (Aetna) and was told "The plan can cover typhoid vaccines at 100% if you get it from an in network provider." Under that knowledge, I made an appointment at a *** in-network MinuteClinic to have the typhoid vaccine administered. During the pre-appointment check-in process it asks "How do you want to cover the cost of your visit?" and I marked "Use health insurance" knowing it would be covered.We went to the appointment and provided our *************** card and were told I would have to pre-pay the day of the appointment and then submit the claim to ***** and once processed, I would receive a refund from MinuteClinic.Our claims were processed with final Explanation of Benefits all showing a $0 self-pay balance!A member of the *********************** then contacted the *** MinuteClinic billing department to request a reimbursement difference between my pre-payment and the EOBs for a total of $369.35 ($105.10 for ******, $105.10 for ******, $74.06 for ********, and $85.09 for ******) and followed up stating that MinuteClinic refuses to refund the difference.I made the appointment under the pretense that ***** would cover it 100%, I stated I would be using insurance, and was forced into a pre-payment with the assurance it would be balanced/refunded following Aetna processing the claim.During pre check-in *** MinuteClinic states: You are responsible for paying for services at the time they are provided, unless MinuteClinic has an agreement with your health plan or insurer and the services are covered under your plan. If MinuteClinic has an agreement with your health plan or insurer, you are responsible for paying co-payment and/or deductible amounts at the time of service.Since there is an agreement with Aetna and they showed a $0 on our EOB, I expect a refund from MinuteClinic back accordingly to my original payment method as I am legally entitled to.

      Business Response

      Date: 04/10/2023

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

    • Initial Complaint

      Date:03/04/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      Hello I am being charged $140 for a vaccination from Minute Clinic for a visit made on 11/06/2021, however my insurance at the time, ***************** shows that the service should have been $0 because their discounted price shows $140 off. The notes from ***************** reads: "ANY CHARGES THAT *** BE LISTED IN THE "DISCOUNT" COLUMN REPRESENT AMOUNTS OVER THE NETWORK FEE ALLOWANCE FOR THESE SERVICES. THE PROVIDER IS A NETWORK PARTICIPANT AND THE CLAIMANT SHOULD NOT BE BILLED FOR THIS AMOUNT." It then reads that the Member Responsibility is $0.00 for this service. Furthermore, I contacted ***************** about these charges and they responded "Hello ****, Thank you for contacting Bright Health! After reviewing this claim we paid the provider. The 140 for the one injection was provider discount , meaning we never paid that code as due to provider contract. I see this was sent for pricing on 3/23/22 and still in processing per log ********. Please allow ***** business days for reprocess ". It has been over a year and I am still receiving bills for $140 from Minute Clinic, which they are now saying is overdue. I have also been unsuccessful at getting ahold of anyone that can help me with this charge from Minute Clinic. I have included pictures bellow of my bill and proof of discounted rate, but am happy to provide any further needed documentation. Thank you.

      Business Response

      Date: 03/06/2023

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

    • Initial Complaint

      Date:03/01/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 for a TB skin test for school on 11/30/22 and it got coded as a "preventative service." I paid 30 dollars for this. My insurance (Aetna) only allows me to have one preventative service per policy year, so I need this coding to be changed. I need to get blood work done for school as well but it will not be paid for unless this is coded differently.

      Business Response

      Date: 03/09/2023

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

    • Initial Complaint

      Date:03/01/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      ************************* ID#************- I scheduled an appointment for birth control shot on 11-19-22. My Dr. sent my prescription to CVS pharmacy located at **************************************************************. The day of the appointment, I proceeded to pick up and paid for the medication before seeing the nurse who will be administering the shot. As expected, I received my first bill in December of 2022. To my surprise, the charges included $87 for the medication( which I had picked up and paid at the counter) plus $28 service- therapeutic, prophylactic or diagnostic injection. On December 27th at 11:59am I contacted the company to dispute the charges and was told it would take up to 30 days to for them to review the information and so I waited. I never received a call or an email informing about the decision, however, in January, about a month later I received another bill stating the same charges ( meds+administering the shot). Frustrated, On Jan 24th at 1:08pm I called them again to solve the issue. The representative that took care of me said that she could see the nurse's notes which stated that I had brought my own medication but the person who I spoke with on the phone the first time had done NOTHING about the issue and she will have to submit the information for review. I asked her to make sure to do so because I did not want to get this information go to collection. She reiterated that I did not have to worry about it. I also asked if she could send me an email stating the fact that the previous representative did nothing about the issue and that the charges will not be sent to collection, but she refused. She simply said it was not part of their protocol. And so again I waited. On Feb 20th at 12:41pm I called again and this time they said that medication fees had been removed so I made a payment $27 over the phone. Today Feb 28th I received a letter issued on Feb 21 form ********************** a debt collector company on behalf of the minuteclinic. I am enraged as this will affect my credit score.

      Business Response

      Date: 03/07/2023

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

    • Initial Complaint

      Date:02/25/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 Minute Clinic for a TB skin test. I was told that they do in fact accept my insurance, but when the *** was getting started she told me a prompt came up that said I "MIGHT" have to pay for the skin test and the only way to know would be at the end of the visit AFTER the test has already been performed. I asked why is this if they accept my insurance and she said it might be that my insurance does not cover the test. I stepped out to call my insurance and they did in fact confirm that a TB skin test is a covered service, so at this point I was told by the *** and NP that it is common to get a prompt that a service might not be covered, but it ends up being covered. I figured if they confirmed that my insurance was accepted and my insurance confirmed that the screening test is covered at no cost, then there would not be an issue. Nonetheless, after the test was performed I was told I did in fact have to pay out of pocket. I'm not sure what went wrong here considering it should've been a covered service by my insurance, yet I still had to pay. Additionally, a system that only lets patients know AFTER if they actually owe anything is such a scam. I do not understand why or how this could be a thing. A patient should have a definite YES or NO prior to any tests being performed not literally seconds later after the test has already been performed and they have no choice but to pay. Very misleading and I feel I am owed an explanation as to both why I would have to pay when I was told I'm in network and why such a system exists that only confirms after the fact as to whether or not there are any charges.

      Business Response

      Date: 03/07/2023

      Thank you for your letter concerning a bill you received.  MinuteClinic has made several attempts to reach **. El-Agha  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:02/16/2023

      Type:Order Issues
      Status:
      Resolved
      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 failed to property code my insurance coverage for a vaccination. I had. been told before shot was administered that I was covered. After vaccination said no coverage.Insisted on full payment by patient that day, despite full insurance coverage, verified by Aetna within the hour.Nine days later company still has not refunded money.

      Customer Answer

      Date: 02/27/2023

      The business did initially respond to ask questions about the complaint.   *********** said I would be getting a refund but that has not happened, and I have not heard anything else.

      So I would like to keep this complaint open.   Thank you for the bureau's assistance.

      Business Response

      Date: 03/29/2023

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

      Customer Answer

      Date: 03/29/2023

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      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:02/15/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 husband & I made an appt at Minute Clinic to have our cholesterol checked on 9/1/22. I was called in first & the gal mentioned something about a well visit & I clarified that we were only there for a chol. check. She seemed confused & was VERY snotty & rude about it, so I called my husband into the room to clarify. Her attitude changed dramatically when he came in & reiterated that the appt. was just for a chol. check. She proceeded to check our weight etcwhich I assumed was just for records. After our blood draw we were transferred to the next room to discuss our results. When given our total $ due it was higher than we anticipated. She then told us that the extra cost was for the well visit. We explained again that wasn't what we signed up for. We were told that the first gal was new & she apologized for the confusion & adjusted our total. We paid the bill & left. Some time later I (not my husband) received a bill stating that I owed $59 for the visit that day. I have received multiple bills & called numerous times to explain the mix up. Every time I call Im transferred to several different people to explain the situation & this has happened now 3-4 times. The last time I called they said that the $59 was for the cholesterol panel & the $37 that we paid was for the lipid panel. ONCE AGAIN we signed up for a $37 cholesterol screening & paid for the service while checking out. The bill that I have received says $59 for Preventive Medicine Individual Counseling. I didnt sign up for this service & it makes no sense that our charges would be different for the same service. We also do not have insurance, we paid cash. This is as an UNETHICAL practice & will damage my excellent credit forcing me to pay for something that I did not agree to or receive. Im asking that this matter be settled immediately & this collection cancelled, thank you. Patient: ******************* ID#************ ********** Systems Collection account:56846827 

      Business Response

      Date: 02/16/2023

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

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

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