Clinic
MinuteClinic, L.L.C.Headquarters
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Complaints
This profile includes complaints for MinuteClinic, L.L.C.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 552 total complaints in the last 3 years.
- 243 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/16/2022
Type:Service or Repair IssuesStatus: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.
Today's Update. IT is true CVS bundles visit charges. I can't find info on site. *********** so deeply buried I couldn't stay on phone long enough for bundle practice to be found.I'm still waiting for response to the idea that if provider doesnt know there will be extra charges and doesn't tell me. The$69 charge is my responsibility.. I thought bundles were sneaky. Who knows about the provider not knowing policys?Business Response
Date: 09/26/2022
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: 10/03/2022
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 got a blood test recommended by
Y my doctor, at **************. They added on an $80 counseling service. I asked about additional charges. I was assured there were none. Finally CVS customer service told me" you can't get what you want. We decide what's best for you. I'm a providerI was stunned I didn't think surprise charges to pts. were acceptable?Business Response
Date: 10/30/2022
Thank you for your letter concerning the patient. MinuteClinic has notified the patient via telephone message that the patients claim has been processed through the patients insurance. MinuteClinic appreciates the opportunity to address the patients concerns and now considers the matter closed.Initial Complaint
Date:09/15/2022
Type:Service or Repair IssuesStatus: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.
09/06/2022 and 09/09/2022. My daughter needed a *** skin placement test on 09/06/2022. She went to the CVS minute clinic in ****, ** as she attends ****************. She went back on 09/09/2022 for the interpretation of the test. The Nurse Practitioner misinterpreted the *** test and deemed her Positive for TB with a 20mm induration. My daughter is only 18, a freshman at the University. She called me distraught and she drove home immediately. I am a RN myself and she sent me pictures in the interim of the site and it looked negative to me as well as the doctors I work with. We went to the Minute Clinic in *****, ** and they said there was nothing they could because they could not change the **'s diagnosis but my daughter could retest in one week. She went back to a different CVS on 10/14/2022 and they refused to test her again because she showed positive in the computer. She is paying for each visit mind you. I requested the ** of the original interpretation to call me and she did. I told her she measured the area of redness and there was no induration and the test should have been negative. She denied initially of reading the test of negative. Then she stated there was nothing she could do and that if I was a nurse I should have known to return to the original facility where she had the test. She also told me that my daughter is 18 years old and she needs to handle her own health issues and I advised her that I was going to report her and she said to go ahead and hung up on me. My daughter is not medical and very upset about this whole situation as well as myself all because of someone did not interpret a test correctly. She measured the area of redness and never touched my daughter's arm to feel for induration. We do not live in ********. We live 1 1/2 hours away. She went to an urgent care and got another *** test administered on 10/14/2022. This has been a nightmare for us and has scared my daughter to death as she thought she had TB.Business Response
Date: 09/22/2022
Thank you for your letter concerning *********************. I am pleased to report that this matter has been resolved between MinuteClinic and **********************Initial Complaint
Date:09/12/2022
Type:Customer Service IssuesStatus: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 my 16 year old son to get a sports physical at the CVS Minute clinic. It was required for him to play golf which he has been playing since he was 7. The PA completed the physical and everything was perfect. Except that due to the fact he had a pacemaker and psychiatric medication she wanted him cleared by a psychiatrist and a cardiologist .I explained that he had an appointment with his cardiologist in November. I also explained I was waiting on a psychiatrist appointment with a new physician because his providers did not take his insurance. She would not clear him.So I went to a crisis center and saw a mental health PA. She assessed him and gave him prescriptions but would not clear him for sports because she did not know him. I also brought an EKG strip that showed he was in perfect cardiac health. Still, when I took this information back to minute clinic it wasnt enough. I finally took him to one of the school district team physicians who examined him and cleared him for golf.I have requested my ***** dollar refund back from Minute Clinic due to the fact that they refused to clear him after I made numerous attempts to get the information they needed. I am reporting them because they are requesting for my to bring in even further paperwork stating my son was cleared by another provider. I have gone over and above trying to work with them, and they refuse to give me my refund . I am an RN. I asked them for their policy which says I have to provide anything to them about my son to get a refund for a job they refused to complete. Thank you.Business Response
Date: 09/16/2022
Thank you for your letter concerning the patient. MinuteClinic has reviewed the claim and determined the patients visit was completed and referred appropriately. MinuteClinic respectfully rejects the patients claim and therefore considers this matter closed.Customer Answer
Date: 09/16/2022
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,*****
I am not satisfied because I was asked to provide paperwork from a mental health physician and a cardiologist, which I did. It wasnt enough per Minute Clinic to clear my son for golf, but I did as I was asked.
I believe that I deserve to get a refund of the ***** that I paid Minute Clinic.
I ended up having to pay other providers and I dont feel that was fair..Business Response
Date: 09/26/2022
Thank you for your letter concerning the patient. MinuteClinic has reviewed the claim and determined the patients visit was completed and referred appropriately. MinuteClinic respectfully rejects the patients claim and therefore considers this matter closed. If **************** has the supporting documentation showing the passed physical/visit. please contact ********************************* ************. Thank You
Initial Complaint
Date:09/12/2022
Type:Service or Repair IssuesStatus: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.
Hi.My name is *****************************. My cell ************. I was at the CVS minute clinic at ***********************************************************. My son ******************************* is 4yrs old and got the ***** vaccine; the practitioner told me that he was too busy to change my sons new name in your CVS system which caused the name in your system is not match my sons insurance card. So, I have to pay the bill out of my pocket. So, I called the minute clinic customer service number and the lady told me to send documents to your company email to help me update my sons new name and insurance info. I did but no response at all. Could you please bill my sons insurance company? Need a refund for the money I paid by credit card, please! mismatch crn# ******* Thank you!*****************************Business Response
Date: 09/13/2022
Thank you for your letter concerning *****************************. I am pleased to report that this matter has been resolved between MinuteClinic and *****************************.Initial Complaint
Date:09/10/2022
Type:Sales and Advertising IssuesStatus: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 e-clinic visit with a NP on September 6th 2022. Before the appointment, I had uploaded my insurance information and was prompted to add a method of payment on file. The next day, I was charged $139.00 on my credit card, but received no bill or statement whatsoever from CVS. My insurance covers 100% of urgent care visits, but no claim was ever filed by CVS to them and my insurance has been permanently "under review." I have tried calling their helpline for Minute Clinic but am unable to get past the automated phone system which repeatedly sends me to the wrong place.Business Response
Date: 09/15/2022
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:09/07/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The below message was sent to CVS Executives on August 30 with no response provided as of September 2, 2022. ________________________________Appointment Date: August 30, 2022 6:00PM ** ET CVS Minute Clinic Location: ********************************************************** Health Practicioner: *************************, NP Encounter Number: ********* Patient Name: ********************* Appointment: 2nd dose of Polio vaccine and 2nd dose of Meningitis Serogroup B vaccine Issue: Misinformation, Miseducation and Dangerous Malpractice of Nurse Practitioner ************************* Issue Details:On August 30, 2022 at 6:00PM ** ET, I went to the CVS Minute Clinic location at ****************************************************************** for my 2nd dose of Polio vaccine and 2nd dose of Meningitis Serogroup B vaccine.1. The nurse practitioner, *************************, told me that she said she does not do polio and meningitis vaccines.I told her its my 2nd dose and that I received my 1st dose on July 30, 2022 at the same location.2. She repeated herself and said that they dont do it there. She asked me to step out of the room and to give her a couple of minutes without telling me why. I waited for almost 30 minutes outside the Minute Clinic room.3. After letting me back in, she said that she can only give me the 2nd dose of the Meningitis Serogroup B vaccine and NOT the 2nd dose of the polio vaccine. I asked her why. I told her I was scheduled for my 2nd dose for both vaccines. 4. She had to communicate with the previous nurse who administered the 1st shots on her cellphone. She said she was texting my information and sent a photo of my previous vaccine history to the other nurse which made me feel uncomfortable as my information is being shared on an unsecured method.She eventually gave me both the 2nd doses after checking with the previous nurse who she said told her to give them to me. 5. I asked for the follow-up/last vaccine appointment. She said she doesnt do it and told me to just do itBusiness Response
Date: 09/18/2022
Thank you for your letter concerning your visit. 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:09/06/2022
Type:Sales and Advertising IssuesStatus: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 into a CVS minute clinic seeking covid testing on July 6, 2022, follow up after a previous visit on June 27, 2022 because my symptoms had not resolved. I was told there would be no ** pay but later on a bill was submitted without any explanation, two months later. I am not sure if this bill is due to covid test not being done or some other billing error. I keep getting the runaround from both ***** and CVSBusiness Response
Date: 09/06/2022
Thank you for your letter concerning a bill about your copay. I am pleased to report that this matter has been resolved between MinuteClinic and **************.Customer Answer
Date: 09/07/2022
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 **ncerns in reference to **mplaint # ********. Please add your rejection **mments below; if you do not provide any details, your **mplaint will be closed as Answered.
I did receive a call from CVS. The person said they agreed with the treating nurse practitioner to not administer a **vid test. They did not address or apologize for the fact that I **uld not fill a prescription that day because it was improperly filled out. They say they can't do much because it's a matter of ** pay and that is addressed by the insurance **mpany. CVS has always been like this I don't think they are interested in the customers that make them profitable. I am not interested in a phone call from saying saying the same thing to me rudely, I would like the $20 charge removed for this visit as my health **ncerns were not addressed at the visit and I **uldn't even obtain a prescription for my symptoms. They **rrected the prescriptions several days later when I no longer had acute pain.Business Response
Date: 09/12/2022
Thank you for your letter concerning the patient. MinuteClinic has reviewed the patients insurance claim and determined it has been appropriately submitted to the patients insurance. MinuteClinic has reached out to the patient via telephone and informed the patient the complaint should be directed to the patients insurance directly if the patient disputes the copayment. The patients claim has been respectfully denied, and MinuteClinic now considers this matter closed.Customer Answer
Date: 09/16/2022
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 got a response from Aetna suggesting that I ask provider to resubmit the bill to Aetna because it was previously sent to sharp community medical group and no one has explained to me why. Secondly, it is my understanding that if I had been tested for covid which is the concern I went in for, there would have been no copay. Third, CVS has no system in place for which a consumer or a pharmacy can reach the medical professional seen at the clinic after the appointment. My prescription was incorrectly filled out and I was unable to pick it up that day despite waiting an hour at the store while the pharmacy repeatedly tried to reach them. This is poor service. CVS has never cared. I don't visit them unless I am desperate. They have displayed such poor customer service every single time by their disgruntled employees. If a visit to your clinic does not result in producing what a patient came in for which would be at the very minimum a filled prescription in this case, you should not be charging them for your services. I will be taking this complaint to local ********* and then ********** government consumer complaint offices next. In discussion with several friends and acquaintances, this is a widespread experience with customers of CVS nationwide
[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,Madiha
Initial Complaint
Date:08/31/2022
Type:Product IssuesStatus: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 treated at Minute Clinic at CVS in ***** **** on 3/12/22. I was satisfied. I first received a bill from them saying they'd filed the claim for someplace back east. Then I received a Tricare explanation of benefits saying it was paid so I thought everything was OK. Second bill came and I returned it with a copy of my explanation of benefits showing it was paid. Third bill and I called the number on the bill. They said they hadn't received payment so I call Tricare and they told me they had sent the check to the Minute Clinic location I went to. Called minute clinic and they said that was the wrong address. Called Tricare and they sent it to the address requested by minute clinic and couldn't change it without minute clinic requesting it. Called minute clinic and told them that's where the check went and they would have to work with Tricare and the clinic it was sent to. Receive another bill. Called Tricare to see if anything was going on there with minute clinic. Nope but she did find the check wasn't cashed. Called minute clinic, the first gal said the clinic would have torn up the check then hung up on me. Second *** said send her an email with copy of tricare statement and she would get it fixed and get back to me I did on 7/12/22. She didn't get back but I assumed she'd fix it. I did get a phone call saying I had to get a copy of Tricare's canceled check or the voided check. That's not possible. Then I was turned over to collections. I've sent them copies of everything. I have told minuted clinic repeatedly they have to contact Tricare. Tricare won't work with me because they don't owe me anything. They have to work with Minute Clinic. I do not owe this bill. I did not give Tricare the wrong address to send the check to or tell the clinic that received it to tear up the check or whatever they have done with it. This is minute clinic's problem. NOT MINE. ******* has acknowledge they owe this and that they will pay.Business Response
Date: 09/01/2022
I am pleased to report that the matter has been resolved between MinuteClinic and Ms. ****************Customer Answer
Date: 09/01/2022
[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:08/30/2022
Type:Billing IssuesStatus: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 had my first shingles shot at Minute Clinic on 1/11/20222 along with my wife. It was submitted correctly to Medica and paid. My second shingles shot was done on 4/10/2022 along with my wifehers was paid and mine was not because Minute Clinic is submitting the claim to the wrong address or submitting it as my wife as the patient (My insurance already paid both of hers). I received bills for this and contacted the Minute Clinic customer service many times..they said ignore it and they would resubmit but every time they resubmit the claim it is to the wrong address or under my wife as the patient. I have contacted my insurance and this vaccine is covered for me but they are not getting the claim. I also have a health advocate on the case who is also getting the same run around. I do not understand why they could submit my first claim correctly but cant do this one correctly. I received a letter today that this has been turned over to a collections agency and feel I have no options but to pay out of my pocket because they cant file a correct claim. I did pay the debt collections today and will have to settle with my insurance on my own due to Minute Clinics incompetence with their billing and customer service. I want to be ensured in writing that this will NOT show on my credit report and an apology for such incompetent customer service and billing practicesBusiness Response
Date: 09/09/2022
Thank you for your letter concerning ***************************. I am pleased to report that this matter has been resolved between MinuteClinic and *******************Customer Answer
Date: 09/09/2022
[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:08/30/2022
Type:Service or Repair IssuesStatus: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 4th, 2022 I made an appointment at the CVS Minute Clinic on **************** in ******, **, after testing negative for Covid. I had a severe headache. I went in at the appointed time. I was asked one question. On a scale of **** how bad is your headache? Answer 8. No vitals were taken. No temperature, no blood pressure, nothing. He said go to the *** there will be no charge today.. I went to the ** and was diagnosed with an unspecified viral infection. The bill from the ** is attached. When I got a bill for $149.00 from Minute Clinic I went to the clinic to discuss it and was told the manager would call me. I never received a call. I have called several times and have not had any resolution or communication with the person on the floor that day that told me that there would be no charge. They did nothing and want to charge $149.00.Business Response
Date: 09/02/2022
Thank you for your letter concerning ***********************. I am pleased to report that this matter has been resolved between MinuteClinic and ************************Customer Answer
Date: 09/02/2022
[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,
***********************
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