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:10/11/2022

  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.

  Visited the liberty location on 9/4/2022 due to having issues with my eyes burning irritated and itching the physician did not examine me at all charged me $139 which i paid $120 with my medical card and the rest $19 with my debit card also prescribed me antibiotic eye drops when i told her i always get steroid drops when this happens and i go to my regular eye doctor not antibiotic. I take the medication for 10 days as told and my eyes got worse so i call the customer service to get more help they could not get a hold of the nurse told me she will call back with in 24hrs since its urgent so i wait and nothing happens i call back after 24hrs and they try to get a hold of her and still could not. I call after 30 hrs to make another attempt which was unsuccessful as results i was on the phone for hour and 30 minutes to make a complaint. After i made my complaint i receive a very rude call from the nurse where she basically says its not my problem if it got worse go see an eye doctor. I called asked for a return which has yet to be issued as of 10/11/2022 today i received a call and text about billing with the minute clinic so i call and the customer service rep is very rude and unprofessional interrupting me and raising her voice as I'm trying to explain i don't owe any money i paid $120 with medical card and $19 with my bank card, she keeps raising her voice and speaking when I'm asking questions and trying to explain now they need me to send proof because they lost the documents of my payment i have every call recorded and witness for most. This company is absolutely by far the worse experience i have had they have no business in the medical field they have horrible training and staff from the nurse to the customer service. They have to be accountable for how they are treating patients they should be shut down and investigated. They have done nothing but waste my time lying about trying to resolve the issue. my doc said she perscribed wrong drops and hurt me.

  Business Response

  Date: 10/13/2022

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

  Customer Answer

  Date: 10/13/2022

  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,

  Behnam
  

   

  This issue will be resolved once I have my refund so far a refund has been promised but not received and I also want everyone who carried out misconduct to be reviewed or punished. A patient should not have to go through all these phone calls and stress and time loss because your staff is poorly trained and you as a business dont value your patients enough to follow up until they make a complaint to BBB. As I have said I have hours of recoded phone calls how this company operated unprofessionally and what they have put me through besides the fact that they didnt diagnose me correctly, gave me wrong medication that further hurt my eyes and recovery time and how I was treated when I tried to get further help from physician or customer service. Besides my refund I want to know what will be and has been done to those poorly trained staff so this does not happen to someone els who comes to you to seek help. I have not received my refund I was told it will take 5 to 8 weeks till I get the check in the mail until I have that refund in my hand this matter is still an issue.

   

• Initial Complaint

  Date:10/11/2022

  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.

  Minute Clinic in ****** **** submitted 4 invoices to ********* All were denied by ******** due to incorrect billing codes. I provided this information to the Minute Clinic staff and requested it be corrected so the invoiced could be processed and paid by ******** and secondary insurer. The staff member was friendly and agreed.Ten days later, I visited the Minute Clinic and asked if everything was corrected. The nurse said no and explained that the computers they use are incapable of changing a billing code error. The helpful nurse gave me the phone number for the billing departments customer service department which had the capabilities to correct the mistake the nurse indicated.Called the customer support line. The conversation felt somewhat contentious due to incomplete answers or being told, I just told you that. Maybe I misunderstood the purpose of customer service in this case or didnt hear the replied correctly. The agent said she would notify someone internally that had the abilities to review and correct the invoices by simply coding them correctly. When I asked how I would be notified when the changes will be complete, she said check with ******** in 10 days. This seemed like an odd idea since the correction was a Minute Clinic issue. Several days later, customer service called a left a voice message saying they would not correct the billing error and asked me to pay the bill. And there was not a contact phone number provided for me to call to ask why the company would not correct an error it created? Can you advise me? I fail to comprehend why I am being forced to pay for services that Minute Clinic coded incorrectly and refused to correct. It is not my goal to create problems for the provider, the customer service staff or the billing department. My goal is fairness.Thank you for looking into this issue.

  Business Response

  Date: 10/28/2022

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

• Initial Complaint

  Date:10/07/2022

  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.

  I visited the CVS Minute Clinic on 9/10/2022. I gave them my insurance card that states that claims are to be sent to ******************** but it has an Aetna logo. I verbally warned them to submit to Trustmark, not Aetna. They assured me that they will. After the visit was complete, I was told the system is telling them to charge me $139. I asked again if they submitted to Trustmark, they said yes. I paid the $139. I got home and the paper work said it was denied by *****. I returned to the store to resolve it a few hours later and they said they could not, but to call the billing department. I called the billing department on 9/15/22 and they stated they will submit to Trustmark.Today, 10/7/22, I followed up with Trustmark and they stated no such claim has been submitted. I called CVS billing on 10/7/22 and ****** stated that it was submitted on 9/15/22. Once I told her that I followed up with Trustmark and they have no such claim, the story changed to it was on hold waiting a managers review. I asked her to forward me to the manager and she said that was not possible. Instead she sent me to customer service and waited for ten ********************* and hung up.This is corporate run around non-sense. CVS has my money so there is no urgency to get this resolved. I want CVS to do the following to get this dispute resolved.1. Get the manager to review the issue in a timely manner. At this point its NOW, since I've patiently waited four weeks.2. Submit the claim to Trustmark.3. Refund me the $139.

  Customer Answer

  Date: 10/18/2022

  The options to respond are poorly set up.   I have heard from the business via a phone call. It is only partially resolved.  They have fixed the manager review/ coding issue and they have submitted it to the correct insurance company.   I have not received a refund because insurance has to process the claim first.   So two out of the three required resolutions have been met.

   

  ***********************

  Business Response

  Date: 10/19/2022

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

  Customer Answer

  Date: 10/25/2022

  [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:10/05/2022

  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 had an appointment scheduled to have my covid test performed at 3:10pm on 10/05/2022. I had questions on where to check in and that took about 2 mins for them to explain it all to me. It would not let me check in because at this point I was 2 mins past my appointment. They told me to have a seat and someone would assist me shortly. Well ************************************************************************************* today because I was late for my appointment and she didnt have time to fit me in. EXCUSE ME?! I have sat out in the waiting area for *********************************** this???? I took a extended lunch for this appointment and was late back to work and I needed this test so that I can leave the country for my vacation tomorrow. I will be going to the BBB with this and file a major complaint. The lady literally just laughed at me and said hope that goes well for you. absolutely disgusted with the way I was just treated here.

  Business Response

  Date: 10/12/2022

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

• Initial Complaint

  Date:10/03/2022

  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.

  Service Provider: Minute Clinic Diagnostic of ************ LLC patience ******************************* account 158987A10040 service date July 1 2020 1st received bill of service Aug 2022 2nd bill received Sept 2022 Yes, two years later.Billing Address: Minuteclinic diagnostic *********************************, ****************************************************** Billers phone number **************.Service was provided on July 1 2020. Online office visit for out of control poison Ivy.Was told that inusrance was billed with an error. not explained why they sent a bill two years later.Was given the number1-866-633-2446 which was a life insurance company in ****** that we never had an account with.I had ********** Blue shield at the time which would have had a copay. Anthem BCBS ************** The bill is for ****** which is for an office visit with no mention of a copay or discount due to insurance. I called several times, my husband called several times. No explanation or resolution.Finally called BCBS and they never received anything. And say its outside of their submittal window since it was over two years ago.Called again and no reason why it was billed to a life insurance company and no contact to me for over 2 years. Cannot bill BCBS due to time frame. refused to escalate or allow me to contest. Called credit card to prove I paid the copay and they don't keep records that far back without special request for a backup data pull which will take time apparently.This seems like a huge billing error that I feel I should not be punished for Minute Clinics errors.

  Business Response

  Date: 10/06/2022

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

• Initial Complaint

  Date:09/27/2022

  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 took an antigen test in April, and tested positive for COVID at home. Because of my high blood pressure, I wanted to participate in the Test to Treat program promoted by the federal and **************** governments. In this website: https://doh.wa.gov/emergencies/covid-19/treatments , I found: "The Test to Treat program can provide faster, easier access to lifesaving COVID-19 treatments. If you test positive within five days of experiencing COVID-19 symptoms, you can meet with a health care provider (either on site or virtually through telehealth), and if eligible, get a prescription for an oral antiviral treatment and have that prescription filledall at one location. This service is available to anyone regardless of insurance status, with no out-of-pocket costs."Noting that this would cost me nothing, I used the Test-to-Treat locator:https://aspr.hhs.gov/TestToTreat/Pages/default.aspx The CVS Minute Clinic location below was listed. I called and asked how to participate. They told me to schedule an office visit on their website to get this test to treat option. CVS STORE #***** *************************************************************************************************** To my surprise, a little over a month ago, I received a bill. When I called the Minute Clinic, they said that I needed to have an office visit in order to be seen for this program. This was then coded as an office visit, meaning I had to meet my deductible and out of pocket expense maximum through my insurance, UnitedHealthcare.I believe the provider mis-coded my appointment in order to bill me for the visit. Despite their location participating in the federal or state program for free test-to-treat.I would like this bill properly coded and for my bill waived since they participated in this program and I clearly identified myself as wanting the test to treat program to receive the Paxlovid treatment for Covid-19.

  Business Response

  Date: 09/28/2022

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

• Initial Complaint

  Date:09/26/2022

  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.

  So today on 9/26 I went to see Dr. ******** at my store for a prescription refill before I could see my pcp. When I went in st around 4:30 I told her I needed a prescription refill for my zofran as a suffer from chronic stomach issues and health conditions and she told me it's for acute issues and refused to refill it for me but refilled my acid reflux medication. When I told her my acid reflux also makes me nauseous she refused to acknowledge it, don't me I wasn't understanding her, and refused to looked at my chart and told me I needed to be make another sick visit to be diagnosed with nausea?? I have both on my chart and in my pharmacy chart and I asked how she would diagnose nausea from simply seeing me and she couldn't and wouldn't answer.This is not acceptable, she has all my paper work, my history, and my prescription on the pharmacy. She has horrific bedside manners and many customers have complained about her now I have to wait about two weeks or go to an urgent care and spend more money I don't have.This was at store ***** on ******************************************* The others doctors there are amazing but I don't understand how she works here when she's so rude and horrific to so many patience she sees.

  Business Response

  Date: 10/03/2022

  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.

• Initial Complaint

  Date:09/23/2022

  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.

  My son needed two vaccinations to attend middle school. We had just moved to *****, so we hadn't set up a new PCP. We went to a local CVS, to the MinuteClinic. I asked the nurse (*************************), if he could tell us if our current insurance covered these vaccines before we proceeded. ****** stated that he could enter our information into the system to see if our insurance would cover them. ****** said if the vaccines were not covered, he could refer us to another establishment further away that provides the vaccines at a lower cost. ****** entered our information into the system and he said the system did not deny it, so we should be good to go. He administered the vaccines to my son, then when he went to finish up the process on the computer, he got en error message stating the insurance could not be processed. He told me it was odd to see that error message, as it should have let him know prior to administering the vaccines. ****** stated he would submit an appeal to that error message within his system, but if I happened to get a bill, to call and dispute it. I did receive a bill this week, from Minuteclinic Diagnostic of *****, LLC for the amount of $292. I called the number listed on the bill ************** to dispute the charges. I was told that the person administering the vaccines should not have told me that he could look in the system to see if our insurance covered the vaccines. They apologized for ******'s actions, but still told me I was responsible for the bill. I do not feel I should be charged for these vaccinations, as their representative at the Minuteclinic, ******, told us our insurance covered the vaccinations BEFORE they were administered. Had I been told the vaccinations weren't covered, or, at the very least, been told that I should call my insurance provider directly because the information wasn't available in the system, I wouldn't have had ****** administer those vaccinations that day.

  Business Response

  Date: 10/02/2022

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

  Customer Answer

  Date: 10/02/2022

  [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:09/22/2022

  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'm assuming I've ruptured my eardrum and don't have health insurance at the moment because I've been out of work for 2 months. Not exactly a visit to the emergency **** and urgent cares cost too much. I've visited a Minute Clinic in 2018 on a walk in basis. Went to a CVS Minute Clinic today after reading again online that they accept walk in's, but you can also scedule an appointment. I scheduled an appointment for 9/23/22 @ 10:40 because that was the earliest I could get, but the pain in my ear became unbearable. I went there today to an empty waiting room, sat there for 15 minutes and noone came to check the waiting room. I found an employee and asked her where I could sign in and that I had an appointment scheduled for tomorrow and thought I needed to be seen today. She informed me that they don't do walk in's as advertised and that they were booked for the day. I asked why they advertise walk in's if that's not true and she stated that the employees have brought that up to the "higher up's" multiple times and they've failed to remove the advertising. If the Minute Clinic is offering walk in service and don't actually offer it (according to their own employee and was refused service), that's false advertisement and they are responsible for removing this from their website. Also, they give an option for "live chat" customer service and when you choose that option, it takes you to a page that says that isn't actually offered. CVS needs to remove all of their false advertisements. They have ZERO code of ethics.

  Business Response

  Date: 09/28/2022

  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.

• Initial Complaint

  Date:09/19/2022

  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.

  On 9/16/22 I visited a "minute clinic" drive through for a test for travel. Upon receiving my results (via text and no other format) I read the pdf and discovered that the ****** number I needed on my result was missing.I called the phone number on the pdf and was led to a ridiculously useless robot who did not connect me to a human. I tried calling the local CVS and they were also completely useless and gave me the same number to the robot I had already called.After 27 attempts to call and speak with a human, I spoke to one who basically said she could SEE the number/ info I was requesting on my result but she had to transfer me to "medical records." After 3 rings the phone went silent, I stayed on the line but was hung up on. No one attempted to call me back.I want a result, that I am paying for, that displays the *** CLIA NUMBER. I called AGAIN several more times and finally reached a human who was useless and claimed not to see the number I was referring to, the one the operator had JUST seen.She then claimed that CVS does not "run " the tests and that I would have to contact "the lab" to obtain this info.

  Business Response

  Date: 09/20/2022

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