Complaints

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

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  Patient First

  5000 Cox Rd Ste 100 Glen Allen, VA 23060-9263

  
• 

  Patient First

  7238 Mechanicsville Tpke Mechanicsvlle, VA 23111-3502

  
• 

  Patient First

  3370 Pump Rd Richmond, VA 23233-1130

  
• 

  Patient First

  5100 Eastern Ave Baltimore, MD 21224-2772

• 

  Patient First

  7116 Ritchie Hwy Glen Burnie, MD 21061-2904

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:06/21/2025

  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.

  Patient first has been harassing me about a billing issue that they caused and that was dealt with months ago. They have been harassing me for a year, sending me bills, then I dispute them, they drop it and re-bill me. Ive been dealing with this basically every three months for the past year.

  

  Business Response

  Date: 06/23/2025

  Good evening, 

  Patient First will respect Mr. McCury's request to not contact him further with any details of his account status. 

  Ultimately, the patient is the responsible party for any unpaid balances, even when he or she believes an insurer should have paid a claim.  For that reason, a patient can expect to continue to receive billing statements until his or her balance is zero or until the balance is transferred to a collection agency.      

  If Mr. McClury would like for the BBB to have any specific details, please share the signed authorization allowing Patient First to do so. 

  Thank you,

  Administrative Services 

  Customer Answer

  Date: 06/23/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the offer made by the business in reference to complaint ID 23501691, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
  
  
  
  Regards,
  
  
  
  Glenn Mccurry
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/18/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December 2023, I visited Patient First three times on the 4th, 10th, and 20th. Patient First correctly submitted my December 4 claim to my insurance (Teamsters/*****), and it was paid. I also paid a $20 copay, which is clearly shown on my Explanation of Benefits (***).However, the claims for December 10 and 20 were never paid. Patient First failed to submit them correctly, and later blamed the insurance company without providing any documentation. They also failed to refile the claims within the 365-day window, despite the December 4 payment being issued by insurance in October 2024 giving them more than enough time to resolve it.They then sent the balance to RMS collections, which negatively impacted my credit. When I contacted Patient First, the billing supervisor (******* *.) refused to give me her last name, claimed she had submitted the claims via paper and fax (but would not provide proof), denied my copay despite the *** showing otherwise, and pressured me to pay $59.99 right now as a one-time courtesy to clear the debt again, without providing written terms.Ive filed disputes with the collection agency and reported the issue to insurance. I am requesting:Full removal of the collections account and negative credit mark ************** that Patient First mishandled the claims and failed to refile Written correction of the false copay denial An end to this dispute, which was caused entirely by administrative error

  

  Business Response

  Date: 06/30/2025

  Thank you for allowing us the opportunity to address our patient's concerns. 

  Unfortunately, due to there being no signed Release of Information Form provided herein, I am unable to discuss any outcomes in this forum. I will be happy to contact the patient directly once I have thoroughly reviewed the patient's concerns. 

  Respectfully, 

   

  **** ******

   

  Customer Answer

  Date: 07/08/2025

  Dear BBB Team,
  
   
  
  I am writing in reference to my complaint (#********) regarding Patient First. Although the system shows the case as Answered, I would like to submit a formal rebuttal to the businesss response, as their reply did not address the substance of my complaint.
  
   
  
  Patient First is falsely citing the absence of a Release of Information Form as a reason not to responddespite the fact that this complaint concerns a billing and insurance filing issue, not confidential medical information.
  
   
  
  I am the patient, and I have already publicly shared the relevant details in my complaint. There is no HIPAA barrier to addressing:
  
   
  
  Why my insurer (Teamsters) never received two claims for Dec 10 & Dec 20, 2023.
  Why one claim was sent to a P.O. Box in ******
  Why a non-functional fax number was given by their supervisor.
  Why ****************************** (RMS) is attempting to collect a debt based on misfiled claims.
   
  
   
  
  I am requesting that the BBB allow this rebuttal to be posted and that the complaint be updated to reflect that the matter remains unresolved. Im also happy to speak further with a BBB representative by phone or email.
  
   
  
  Thank you for your time and attention to this ongoing issue.

  Customer Answer

  Date: 07/08/2025

  HIPAA form attached

• Initial Complaint

  Date:06/18/2025

  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.

  06/17 For the past 6 months, I have been attempting to resolve a bill for $230.00 with Patient first for date of service 08/20/2024. on May 2025, I was sent a bill for services almost a year ago. I have reached out to my prior insurance company, and they advised that payment was made to the provider excluding *****. I will gladly pay for this. I spoke with **** from Patient first on 05/23; I forwarded the documentation confirming payment of the bill minus *****. I called back, but the bill is still unresolved. I was told by a *** on 06/16 that no documentation was ever received. I forwarded documentation to ******************************************** Better Business Bureau, would you please help me resolve continuously receiving bills that have already been paid? My acct number is 63******. ******************** contact number is ************** I like the ****************, *******************; but the billing from Patient First is disgusting!

  

  Business Response

  Date: 06/26/2025

  I wanted to advise, I have spoken with the patient and resolved this issue with her.

  Thank you, 

  Kathy F 

• Initial Complaint

  Date:06/11/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was treated at Patient First on April 1, 2024. I gave my insurance coverage which was accepted. The claim was supposed to be filed within 90 days for payment from my insurance. I received a letter from Patient First that the claim wasn't paid. The claim not being paid was because it wasn't submitted to the my insurance by Patient First within the 90 days. I received several statements from Patient First requesting payment. I went into the office several times to correct the matter and was told it would be taken care of. I contacted my insurance and was told that the claim was not filed within in the 90 days. The claim submitted on 9/4/24 which was 5 months later was the first time a claim had been submitted and was submitted as new claim which it wasn't. I had only been seen once at Patient First. Now, I have received a notice from a collection agency requesting payment. The total amount that is due is more than the initial statement. Being sent to debt collection which will hurt my credit when this is no fault of mine,

  

  Business Response

  Date: 06/16/2025

  I have spoken to the patient regarding this and patient is satisfied with the outcome.

   

  Thank you, 

  ***** *****

  Customer Answer

  Date: 06/16/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ******** *****
  
  
  
  

• Initial Complaint

  Date:06/02/2025

  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.

  Patient First did not invoice ******** for a service they provided in April 2024.

  

  Business Response

  Date: 06/03/2025

  Due to a Release of Information not being on file, the patient will be directly contacted. 

   

  Thank you.

• Initial Complaint

  Date:05/20/2025

  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.

  Was seen for service on 1/11/25 and after adjustments patient first tried to charge me more then my EOB said by about 100 dollars. I reached out to the inquiry department and submitted the paperwork and was told it would be fixed. I just received a bill and that charge is now ****** with accounting that makes no sense. Additionally on a second visit they see trying to charge ****** from 3/21/25 when I have a EOB from tricare saying I owe 0 as we have hit our cap. The total amount owed is ****** and the whole bill is fraudulent at best.

  

  Business Response

  Date: 05/22/2025

  I am writing on behalf of Patient First in response to the enclosed complaint ID# ********.  Both federal and state law prohibit health care providers like Patient First from disclosing any patients health information without the patients written authorization. This is true even when the patient has filed a complaint with a third party such as the Better Business Bureau (BBB). 
  
  At Patient First, we strive to live up to our name and value our reputation for doing so.  We would strongly prefer to respond by addressing the enclosed complaint specifically, but are unable to do so unless and until the patient authorizes us in writing to do so. 
  
  We will reach out to the patient directly with our findings and would like to thank you for allowing us the opportunity to address the patient's concerns.
  
  Respectfully,

  ****** ******
  Patient First 
  Administrative Services Coordinator

   

• Initial Complaint

  Date:05/20/2025

  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.

  When I provided my credit card on 4/28, I was assured I would be notified and given a bill to review before I was charged. On 5/20 I was charged $215. I contacted the center in ************ and was told a text message was sent on 5/10.I never received this message and clearly an itemized bill was never sent via text message. The woman stated they don't send itemized bills. I requested one and was told they do not send them. This is against the Code of ********* *********. Itemized statements required upon request.Upon the request of any of his patients, any health care provider licensed or certified by any of the boards within the Department, except in the case of health care services as defined in Chapter 43 ( ********* et seq.) of Title 38.2, shall provide to such patient an itemized statement of the charges for the services rendered to the requesting patient regardless of whether a bill for the services which are the subject of the request has been or will be submitted to any third party payor including medical assistance services or the state/local hospitalization program.

  

  Business Response

  Date: 05/29/2025

  Good morning,

  I did not see the necessary release of information forms attached to this complaint, which would allow me to discuss this account with you. Please be aware a letter has been printed and mailed to the patient discussing their concerns.

   

  Thank you,

  ***** Strickland 

• Initial Complaint

  Date:05/19/2025

  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 May 9th, 2025, I visited Patient First for an I&D procedure due to a painful boil. I was informed that the total cost would be capped at $317, provided no outside lab work was done. I paid an initial $145 for the doctor visit and was assured that any additional charges would remain within the cap unless I opted for external lab testswhich I specifically declined.Despite this, blood work was performed and later sent to an outside lab (Labcorp), directly contradicting my instructions. I have now been billed an additional $360, bringing the total to $505well above the agreed-upon cap. Furthermore, I discovered that ******* charges significantly less for these tests, even when bundled with additional ********* appears that Patient First has billed me for services that were not needed and not authorized, which raises serious concerns about transparency and ethical billing practices. I believe this matter needs immediate review and correction.

  

  Business Response

  Date: 05/20/2025

  Good Afternoon, 

  Thank you for advising the patient's concern. The patient has already been contacted directly regarding this matter. Thank you!

• Initial Complaint

  Date:05/16/2025

  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.

  Patient First sent me a text on 28 Feb25 stating that I owed $451 for a visit that I had on 3 Oct 25. I called Patient First to see why the bill was so high as I have medical insurance from Samba with a co-pay of $20. The representative did offer me an option to call my insurer. However, I paid the bill that day. Then I called my insurance and was told that my bill was only $24.86. I called Patient First on 3 Mar 25 regarding my refund and was told that it would take 30 days. ********, my insurance company sent me the ***. I have called Patient First over 10 times and every time it was someone different. My insurance company sent a check on 10 Oct 24, that check was cashed on 22 Oct 24. I have provided the check number several times and Patient First continuously tell me that the accounting office is reviewing it, and they haven't made a decision. Today is 13 May 25 and I called Patient First and my insurance company. The representative from Patient First told me that I gave them authorization to take the payment; meanwhile, my insurance company told me there's nothing else they can do.

  

  Business Response

  Date: 05/20/2025

  Hello:

  I am writing on behalf of Patient First in response to Complaint ID: ******** for ***** ***** Both federal and state law prohibit health care providers like Patient First from disclosing any patients health information without the patients written authorization.  This is true even when the patient has filed a complaint with a third party such as the Better Business Bureau (BBB). 
  
  At Patient First, we strive to live up to our name and value our reputation for doing so.  We would strongly prefer to respond by addressing the enclosed complaint specifically but are unable to do so unless and until the patient authorizes us in writing to do so.  

  We will reach out to the consumer directly with our findings. 

  Thank you for allowing us to address Ms. ******* concerns. If you have any questions, please feel free to contact me at the telephone number listed below

  Respectfully,

  -******** *******

  -Administrative Services Coordinator

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

   

   

   

   

• Initial Complaint

  Date:05/07/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This involves billing for service on April 11, 2024. About 3 months ago I received a bill for $324.18 for service on that date. I did not think I owed any money so I researched my primary ********* which had paid a portion, and ******************* which paid the balance and also indicated that I did not owe any money to Patient First. I sent a letter enclosing both documents and said I was sure it was just a mistake and please clear my account. Since then I received no direct response and have gotten 2 more bills, the latest threatening to "send the delinquency to a credit reporting agency", which I thought was no longer permitted, and to a collection agency.

  

  Business Response

  Date: 05/09/2025

  Thank you for sharing this with us.  I have spoken to the patient regarding his concern and he is satisfied.

  Thank you, 

  ***** F 

  Customer Answer

  Date: 05/09/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I agree with the statement from Patient First. The matter has been resolved as I requested. Thank you so much for getting this matter resolved for me.
  
  Regards,
  
  ******* ********