Complaints

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

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MinuteClinic, L.L.C. has 710 locations, listed below.

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• 

  MinuteClinic, L.L.C.

  1 Cvs Dr Woonsocket, RI 02895-6146

• 

  MinuteClinic, L.L.C.

  4365 N Oracle Rd Tucson, AZ 85705-1633

• 

  MinuteClinic, L.L.C.

  8920 E TANQUE VERDE RD TUCSON, AZ 85749-9604

• 

  CVS Pharmacy

  1900 W VALENCIA RD TUCSON, AZ 85746-6628

• 

  MinuteClinic, L.L.C.

  2010 S Dobson Rd Chandler, AZ 85286-7374

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:12/21/2022

  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 March 23, 2022 I had a Covid 19 PCR test at CVS Minute Clinic in ******, ** that was required for an international trip to ******. The test had to be done with 72 hours of my departure date of March 25. On March 25 I received a text message from Minute Clinic that said Unfortunately, we were unable to process your test results.In the summer I was sent a bill for $139 for the test. I called Minute Clinic billing right away and said I did not intend to pay the bill since I did not receive the test result. The associate said she would file the claim. I assumed this would be the end of the conversation.However, yesterday (Dec 20, 2022) I received a second statement saying that I still owed $139 for the test. I again called Minute Clinic billing and explained what happened. I was told they ran the test, but couldnt determine a negative or positive result. I was further told that since they ran the test I still owed $139 even though I did not receive the test result. I asked to speak to a manager, but was told I could not because they would give me the same answer. I then asked what the next step would be, and I was told that the billing would be turned over to a collection agency. I then tried to call the local Minute Clinic today (Dec 21, 2022) to see if they had a suggestion regarding how this could be resolved. Unfortunately, after waiting on the phone for 21 minutes without getting to talk with anyone, I hung up on the call.

  Business Response

  Date: 12/27/2022

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

  Customer Answer

  Date: 12/27/2022

  [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:12/19/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went to CVS Minute Clinic in July to get a TB test. Was billed $35 which was paid. Now have received a second bill for $39. Called Minute Clinic **************** and was told first bill was to have the TB skin test applied and the second charge was for the test to be "read". First visit included intake information gathering and placing the test. The charge is appropriate for service rendered. The second visit lasted only 5 minutes and was only to have medical provider look at site of skin test and mark ***** "negative". This should have been included in original charge, not generating a second charge. Minute Clinic is charging twice for the same test. As a physician, I cannot allow this policy to continue without me voicing my objection. The general public needs to know about this billing policy...****************, MD

  Business Response

  Date: 12/28/2022

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

• Initial Complaint

  Date:12/08/2022

  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 came in for a LOCALIZED allergic reaction. From the beginning they tried referring me out instead of treating me. The MA suggested I may need an Epi Pen when I had no symptoms indicating it, and the ** questioned if I needed one too. Instead of simply providing a topical steroid the ** was very concerned and said I had to go to urgent care. I made her aware that minute clinic was covered under my insurance but urgent care had a high copay. She insisted I go. It turns out I just needed a basic steroid cream a Minute Clinic could have provided. Due to them hiring someone who was either incompetent or refused to treat me I had a large bill AND they got to file for reimbursement despite me being referred out and never treated. When filing a complaint to CVS I was assured Minute Clinic would look into it and potentially pay my urgent care bill or provide a gift card due to the ** not treating me and giving a faulty diagnosis. After a month of being shuffled to various Minute Clinic corporate employees a lower level employee refused to let me speak to a manager and said I would not receive any courtesy gift cards, bill payment, apology, etc. She denied everything happened despite it being fully documented by previous reps ******************** is taking patients, not treating them and just referring them to urgent cares, and then pocketing any money insurance gives them for services.

  Business Response

  Date: 12/13/2022

  Thank you for your letter concerning the patient.  MinuteClinic has spoken to the patient and confirmed that service was provided based on MinuteClinics clinical guidelines.  The visit was covered by the patients insurance and no further balance is outstanding.  Therefore, MinuteClinic considers this matter closed.

  Customer Answer

  Date: 12/14/2022

  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 do not accept this response. My complaint is that I was not treated by Minute Clinic. Instead of providing basic medication for my simple ailment the nurse practitioner sent me to urgent care. Due to Minute Clinics refusal to treat me I had to seek care elsewhere and receive a large bill. Minute Clinic is openly admitting they billed my insurance when I was not treated and referred out, but they will accept no responsibility for the choices of their providers. I have received no outreach from a manager at the location I was seen at. Only canned responses from corporate instead of a local manager. They have made zero effort to make this right as a courtesy, and now they are stating its in their guidelines their providers dont have to treat patients and they can still bill to insurance for services not rendered? That is concerning.]
  
  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,

  Geneva

   

   

• Initial Complaint

  Date:12/08/2022

  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 visited the minute clinic in ************ ** once in April 2022 and June 2022. During each visit I had some labs drawn. I received a bill from the lab for one lab drawn at each visit. My health insurance company states that the code attached to the order is incorrect and does not give appropriate reason for drawing the lab. I did not ask for this lab to be drawn. I have spoke to billing for cvs at least 4 times regarding the need to change the code attached to the lab and I have not gotten this situation fixed. I should not have to call multiple times to get this issue resolved. This needs fixed so I stop receiving invoices from the lab!

  Business Response

  Date: 12/12/2022

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

• Initial Complaint

  Date:11/29/2022

  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 called for my 3 year old grandson to have a virtual appointment due to ear infection, fever, vomiting in September. I was told by Physician that he was too young to be seen by Minute Clinic and wouldnt be charged. Call lasted less than 1 minute. I received email in November that my HSA credit card was charged for visit for that day in September. When I called the customer service, they said that it was for an ankle issue. I told them what happened and they wont fix anything. Now I am getting payment due statements in the mail when my card was charged and not yet to be refunded. No one seems to know how to remove the physicians error from my grandsons medical chart. Terrible erroneous medical mistakes!!!!

  Business Response

  Date: 12/12/2022

  Thank you for your letter concerning *********************** .  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 Ms. ************ contact ********************* , Patient Support Senior Coordinator at ************** discuss further.

  Customer Answer

  Date: 12/13/2022

  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: 12/28/2022

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

• Initial Complaint

  Date:11/29/2022

  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 was seen at the Minute Clinic in ******************** ** on May 12, 2022. After waiting an inordinate amount of time, I was seen by the provider. The imputing person said they were from another facility and were unsure of how to proceed but assured me my Humana Advantage was accepted. After having him having to get help from the attending nurse to complete my paperwork, I was seen, prescribed a medication and on my way. Bear in mind, I had been to this clinic before at some point and my information was in their system. I assumed that everything had been taken care of because I saw the *** for Minute Clinic in my Humana account. The entire payment had been billed to Quest Diagnostics but the office visit was included. It was marked paid by Humana on the *** May 25, 2022. To my surprise, I received an invoice from Minute Clinic on October 24, 2022 for ******, an amount not stated on the *** anywhere. The *** from Humana indicated that ****** had been submitted by Minute Clinic for the visit. Humana paid the adjusted charges per contract with the provider Minute Clinic. After calling that day and talking to a representative who first cut the phone call, I called again and got another representative. She couldn't answer so she forwarded the call to a CVS health account manager. She identified herself as ******* and told me her email address and to send the *** showing the payment made by Humana. I did that immediately but never heard back. I sent the *** to ******* again as a followup and heard nothing. **** in mind, she was the one who told me to direct my billing issue to her and she would contact me. I have yet another invoice in the mail today, Nov, 29, 2022. This has clearly not been handled. I don't know what else to do at this point. CVS health has my *** yet nothing has been done. I'm asking for this to be cleared up since my insurance has paid. I don't want this to escalate further. I was promised this would be handled. The visit was over 6 months ago and no resolution.

  Business Response

  Date: 12/06/2022

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

  Customer Answer

  Date: 12/13/2022

  [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:11/28/2022

  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 got bloodwork done at this CVS Minute Clinic on 6/20/22. Rather than process the bloodwork at *** (where it was drawn), the Clinic sent it to Quest Diagnostics. All of the bloodwork on preventative and covered under my insurance. I got a bill from Quest for $173.23 and paid it, but then reviewed the claim further and called my insurance **************** Shield) and asked why this one test was not covered. I was informed that the *** nurse practitioner who **** my blood coded the test as ***** but if it had been coded as ***** my insurance would have covered the full thing. I then called Quest Diagnostics on 8/9/22 (by the time I got the bill and paid) and asked about the coding error. Quest told me it was on the *** end, so I called *** and *****************************, the nurse practitioner who **** my blood and had seen me in June told me she would have to get approval to change the billing code, then once the code was changed she could send it back to Quest who would reprocess and send to my insurance, and then I would get reimbursed. She also referred me to Internal Billing at ***, who said they would submit a case to coding. I called on 8/15 and after being disconnected 3x was told the coding department would review my case. I called back on 10/10 and was told that there was no record of my case and that it would need to be refiled and to wait about 6 weeks. I followed up on 11/28 and spoke with ******* at ***. I asked her to please call me back if we get disconnected since it happened 3x the first time I called in August. She said *** doesn't call patients back, which seems like a terrible policy. Then she was able to look into my case. She said a decision was made on 10/13 - when I asked her why I was not informed of the decision she said she didn't know. She told me the decision was that the coding team did not think the code needed to be changed, even though my insurance said it did and that my insurance would have fulled covered the costs if it had been changed.

  Business Response

  Date: 12/10/2022

  Thank you for your letter regarding *******************************. Minute Clinic is still reviewing this concern and **************** has been contacted. Thank You.

• Initial Complaint

  Date:11/28/2022

  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 MinuteClinic ************** for sutra removal. On their website it says they can do it. When I got there the nurse didn't seem comfortable doing it so she referred me to an urgent care or *** The *********** was closed, I went to the *** The ** took a while and when it was my turn the doctor just wiped the dried blood off and used basic tweezers to pull out the sutras. He said there was no reason why I had to go to the hospital for that or an ***********. Because you had an inexperienced nurse, and your website claims to cover sutra removal... I apparently owed you money for the visit regardless. Her terrible referral not only made me feel like a moron, but I now owe over ********************************************* addition to your visit. She was nice but that does't excuse this from being unacceptable. That is a truly unacceptable visit. I filed a complaint to MinuteClinic and never heard back. I'm really mad about this visit.

  Business Response

  Date: 12/06/2022

  Thank you for your letter concerning ********************************  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.

  Customer Answer

  Date: 12/06/2022

  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 did not work with a ***********************.  I worked with *********************************** in risk management.  At this point the resolution with her has not been noted companywide.  I don't know if my resolution with her went through and messaged her for more information.  Please see attached email resolution.  I called the **** number requested by risk management, and customer service does not see notes of the refund and escalation yet.  I would like all contact to be in writing as I have already worked with someone.  I want to see my resolution actually carried out and so far I haven't.  This feels horrible to have to re-explain myself to someone else after having a said resolution.
  
  

   

   

  Business Response

  Date: 12/08/2022

  Thank you for your letter concerning the patient.  I am pleased to report that MinuteClinic has resolved this matter with the patient and a refund has been submitted for issuance.  MinuteClinic has also provided the patient documentation of the adjustment on the claim.  Therefore, MinuteClinic considers this claim resolved.

• Initial Complaint

  Date:11/19/2022

  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.

  Date of ***********/15/22 CVS provider : *********************** Patient: ************************* Bill:$139 I paid this bill on 10/3/22 thru my HSA.When I call CVS minute clinic customer I'm told I need to provide them proof that I paid. I am looking at proof on my HSA statement. *** contacted my HSA and the bill was paid and processed by CVS. I don't feel the burden is on me to provide them proof. They received my money, they have my money. Yet they continue to send me bills. I feel their system for bill processing may be inadequate. I am concerned that they are potentially overbilling other customers, in addition to me. I believe the money I paid to CVS is in their accounts, but not properly allocated to my bill due to system or personnel inefficiencies. I want it fixed. I want them to stop sending bills I've already paid. And I don't want others to be double or tripled billed by this company.

  Business Response

  Date: 12/01/2022

  Thank you for your letter concerning an outstanding balance .  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:11/18/2022

  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.

  My appointment for a Flu vaccine was scheduled for 6:30pm and around 5:30pm I received a call from the minute clinic, it was the ** stating she needed to leave early and asked if I could come in early to my appt. I told her I was about an hour away and would do my best and she said well if you come in any later than 6:30pm nobody will be here to administer your vaccine. That was the first red flag. I rushed there and got there early for her, I proceed to go into the office. She didnt tell me her name, she was in such a terrible mood and was ******* everything and she just made me feel completely uncomfortable! She went to administer my vaccine and told me to look toward the wall, I told her I didnt feel comfortable doing that and wanted to watch her. She sucked her teeth and got upset because I said I didnt feel comfortable and then proceeded to throw her credentials at me which meant absolutely nothing to me at that point because of how unprofessional she was acting the minute she called my phone. She administered the vaccines and I got up because I couldnt leave fast enough and because I got up and wouldnt sit back down she kicked me out of the office. I then looked at her name tag to get her name and she looked up at me and said yes my name Is *********************, go call whoever you want on me I dont care! I sat there in complete shock. Minutes later she came out with my paperwork and I expressed to her that I didnt know if she had a bad day today but that she made me feel so uncomfortable and she said: your done, get out of here. With those exact words. My mind is blown, Im still sitting in my car because I cannot believe I was just treated that way. I understand it is tough dealing with patients all day but I work up 40+ patients a day and I would never in my life treat my patients in this manner especially if they expressed to me that they felt uncomfortable. She does not belong working in this field and I truly hope something is done about this.

  Business Response

  Date: 12/06/2022

  Thank you for your letter concerning **************************  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 Ms. ************ contact *********************, Patient Support Senior Coordinator at ************** discuss further.