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

  8110 Midlothian Tpke N Chesterfld, VA 23235-5116

  
• 

  Patient First

  11020 Hull Street Rd Midlothian, VA 23112-3200

  
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  Patient First

  12 N Thompson St Richmond, VA 23221-2718

  
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  Patient First

  995 Hospitality Way Aberdeen, MD 21001-1755

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:04/03/2023

  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.

  Patient first scans my credit card each time I have attended, for the purpose of the copay. Several times now I have received bills stating they are past due, FOR the copay, with an attached late fee.Last month I called and paid it over the phone and they removed the late fee. I just received ANOTHER bill with TWO late fees for a visit over three months ago, even though when I called last month, they said I had a Zero balance.

  

  Business Response

  Date: 04/05/2023

  Contacted patient with follow up and researched appropriate accounts.  Patient was appreciative of resolution. 

• Initial Complaint

  Date:03/17/2023

  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.

  On 3/16/23 I visited the facility and was NOT prompted that I needed to have a credit card on file. On 3.17/23 I took my son ***************************** a minor to the same facility and the intake worker wanted to add his social security number to his profile and I declined as he is a minor. Then I was asked to provide a credit card to add to the file and when I questioned the fact that I was just treated and NOT asked for a card on file not 24 hours prior the intake worker went to the back and got. ***** to make an medical evaluation bc I didnt want my card on file and ***** which is NOT a dr made an medical evaluation and proceeded to say oh you can take him to another urgent care facility bc I did t want to put my credit card on file??? How is she authorized to make a medical recommendation bc I didnt want to put a card on file. This doesnt seem ethical at all to refuse medical treatment bc I didnt want to put a card on file and your NOT a Dr. to make such an evaluation at the counter? But now they will see him bc I did go ahead and put the credit card on file. This is not a facility that I will visit again and they need to be investigated for their practices. The picture attached shows the reason for the visit and someone from the back named ***** made an medical evaluation to say we could go somewhere else over the fact that I wasnt asked to put a card on file 24 hours before but requested a card on file for a minor.

  

  Business Response

  Date: 03/23/2023

  Due to electronic signatures not being accepted, a valid Release of Information is not on file. The patient will be directly contacted.  

• Initial Complaint

  Date:03/05/2023

  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.

  I have been contacted and put into collections for a bill I did NOT incure. Supposedly I owe $156.** for services rendered on July 25, 2022. Attached is the pic from the agency. In response to their inquary, I will be referencing this notice. This is where things get interesting. Until November 7, 2022, I had never stepped into a Patient First at any location. I checked my Insurance profile from Aetna PPO Fairfax County Public Schools self insurance. There are no charges on that date from Patient First. Until 2023, we had been with Aetna PPO FCPS policy since 2012. Here is my expectaion. This bill gets fixed and any ding to my credit history restored.

  

  Business Response

  Date: 03/09/2023

  Good Afternoon, 

  Thank you for your communication. The patient has already been contacted about this matter. Thank you!

• Initial Complaint

  Date:02/22/2023

  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.

  on 12/22/22, my son ******************************* and I called patient first to ensure that Patient first could handle the issue of removing a hang nail on his foot from growing into his toe. 2 days prior to that, my son went to another urgent clinic and was told they could remove the toe nail but that he would not be able to wrestle for a couple days so we decided to hold off. Before arriving to patient first we called to make sure they could remove his toenail from his toe. I have a call log from my cell phone showing that I spent 10 minutes talking to the patient first staff at the location we arrived at and we spoke to the nurse. I explained what we needed and the nurse told me to hang on and she was going to check. She came back on the phone and told me that they could in fact remove the toe nail and so we went to the facility. When the doctor say my son's toe he told me that they can't perform that action to removing the toe nail. I told him that we were told by a nurse at this facility that you could perform this and why would they not remove the nail. He indicated he was not aware of why a nurse would say that but he was sorry and that we needed to see a podiatrist. After leaving the doctor I want to the staff at the front of the facility to complain about what I was told on the phone and they handed me a card to call billing to complain. When I got home I called right away and spoke to an agent about what happened. She indicated that I would hear from a supervisor, but I never did. Several weeks later I received a letter from ************************* in response to my call indicating that I was seen by a doctor and needed to pay the bill, but never acknowledging my actual complaint and why I wasn't going to pay the bill. I sent an email reply to her provided email and have not heard back but have continually received bills to pay which I refuse to do. I came there to have the toe nail removed and was told they could do it, but then the doctor said they don't do it.

  

  Business Response

  Date: 02/27/2023

  Due to the absence of a HIPAA form, the patient will be directly contacted.

   

  Thank you.

  Customer Answer

  Date: 02/27/2023

  Better Business Bureau:
  
  The answer to my complaint was just to contact me directly.  Until they contact me, I consider this issue open and unresolved.  I will let BBB know when they contact me and what was determined during that call when it happens. 
  Regards,
  
  *****************************
  
  
  
  
  

• Initial Complaint

  Date:02/21/2023

  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.

  In July 2022 I sprained my ankle bad enough I needed to go to an ************ I have two forms of insurance, I gave the provider my insurance card but told them since I am a service connected veteran, and they are in network for the veterans affairs community care network to have them pay for the visit.They said yes we do this all the time no problem. I have used this benefit at least 10 time in the past and never have had an issue.I received a letter in the mail saying that my insurance did not fully cover the visit. Which is not true, they somehow used my employers insurance rather than the VA. Despite me telling them multiple times to use the *** and trying to call in multiple times to their billing center which takes an ~hour or so of being on hold I continue to get a letter saying I owe money. This business is acting in bad faith and is billing my private insurance probably because they can get more money from them rather than VA or they just dont want to jump through the hoops.

  

  Business Response

  Date: 02/22/2023

  Patient First has reached out to Patient to notify of the actions taken to rectify the situation and is pending adjudication.  

• Initial Complaint

  Date:02/13/2023

  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.

  On 01/17/2023 I went to Patient First for medical issue. They took my ******** and Tricare for Life information and put it correctly in the system to get their payment. They sent me a bill of over 600 dollars and want me to pay for what my insurance (Primary and Secondary) have been taken care of for over 30 years. I spoke to my insurance companies and they are furious about the incident. They stated this office in ******* ** and ******* ** been making these mistakes for a while.

  

  Business Response

  Date: 02/13/2023

  In lieu of a signed authorization, we will reach out to the patient directly.

• Initial Complaint

  Date:02/13/2023

  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.

  Visited provider very ill on 09/24/22 with high fever and ear pain. I was left in the exam room for over 2 hours with no one coming in at all. I then walked out with no one caring at all. Someone called me a half hour later as maybe they noticed I was finally missing. I ended up getting care at another urgent care facility that used my insurance appropriately with no issue at all .Subsequently, I was sent an invoice for an "insurance adjustment" with a balance due of $54.61 (invoice #***1105). The invoice states that "patient can not be identified". I then wrote Patient First with a cover letter and front and back copies of my insurance card for ****************** Blue Shield which is my current insurance both before, during that visit and to date. I also provided this card which was scanned on my visit. No one can be seen unless they go to intake first and take care of this. I checked to see if any claim was filed on behalf of this visit and it never was. This constitutes fraudulent billing practice as it is just not true that my health care insurer was NEVER billed appropriately. Patient First needs to submit their bill appropriately for no services rendered instead of harrassing me with invoices that are fraudulently written. Patient First obviously does not put the patient first.

  

  Business Response

  Date: 02/14/2023

  Patient has been contacted and advised of steps to address and rectify her concerns. 

  Customer Answer

  Date: 02/14/2023

  [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:02/13/2023

  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.

  On 10/23/21 I was a patient in Patient First in Norfolk/*********** area. I have two insurances. ******** and Anthem Healthkeepers. I received the bill several times and thought it was sent in error. There is 0 copayment because with both insurances everything is covered 100%. After receiving another bill I called my insurance company (anthem Healthkeepers) and was told that the insurance forms from Patient First either needed a code or were coded wrong. I was assured that the bill would be paid 100%. Both the insurance company and myself called Patient First Billing and neither of us could get someone to answer the phone. The insurance company told me they would follow up. Now I have received a letter from a collection agency and it can't be taken care off because Patient First billing will take up to 60 to 90 days to review and refile with the insurance company. I finally spoke with someone at Patient First Billing today 2/10/2023 and that is what I was told. They can send a letter from a collection agency but they cannot straigten out the issue within a reasonable amount of time. Account # 5******* with **********************

  

  Business Response

  Date: 02/14/2023

  Due to no Release of Information on file, the patient will be directly contacted.

  Thank you

  Customer Answer

  Date: 02/14/2023

  [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: **********************************************.  This is only accepted if the business contacts me within 7 days.  If they do not contact me within 7 days this complaint is not satisfied.  This 7 days is not 7 business days.
  
  Regards,
  
  *******************
  
  
  
  

• Initial Complaint

  Date:02/02/2023

  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.

  I am sending this letter to request a refund of the hidden fee of $35 charged to my credit card by Patient First (**). I called the ** office in *********, ******** in late October. On the phone, I asked if I wanted to do a ***** test, then how much would I be charged? A woman answered and said it would depend on my insurance. ** does not charge anything for doing the test. I told her that my insurance is ********** Blue Shield. She checked and said that the insurance would cover the ***** test. I did not need to pay anything. I confirmed again and I got the same answer. When I arrived at **, a man was doing registration. Before he started, I asked him if I would be charged any fees. I told him I would not do the test here if there was a fee. He saw my insurance card and checked on his computer. He told me that I would not be charged any fees. I specifically asked him if ** would charge me for doing the test. He said No. After he typed in my personal and insurance information, he asked me for my credit card information. I was surprised. I asked him since ** does not charge me, why do you need my credit card information? He said that the system requires a credit card. If I did not provide a credit card, the system does not allow me to go any further. I asked him again if he is sure I would not be charged by ** for doing this test. He said that he was sure that I would not be charged for anything. Then, I gave him my credit card for the registration process. He apologized for any inconvenience. While I was in the office, I only did a ***** test. I did not see a nurse or doctor. I picked up the result 2 or 3 days later at the front desk. Two months later, a $35 charge showed up on my **************** credit card statement, without me receiving a bill. Before the ***** test, ** repeatedly told me that I would not charge any fees to do the test by **. On January 23, 2023, I called ********** Blue Shield and the *** confirmed that the insurance covered the ***** test.

  

  Business Response

  Date: 02/10/2023

  Because there is not a signed authorization, we will reach out to the patient directly to resolve complaint.

• Initial Complaint

  Date:02/02/2023

  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.

  01-01-2022 I went to Patient First located in ******* **. This was solely for a Covid test nothing else.I have tried repeatedly to communicate by phone, ************ first with ********************* (****. Ser. *****.) who told me to contact Privacy Officer. Later told to contact *************************** boss (******************************) Manager.Medical Records which I did. Only to be unsuccessful in that communication.Now my account has been sent to ****************************** a collection agency asking for $281.80 for Patient First principal balance of $237.47 accrued late fees of **** and collection fee $40.00. I sent this agency a copy of the paperwork given to me on 01-01-2022. Only to receive another letter DEMANDING pay this money. The itemized bill has a false charge on it as I tried to state no one is listening. PLEASE HELP.

  

  Business Response

  Date: 02/06/2023

  The ROI scanned in is not signed.

  I need a signed ROI prior to responding to any complaint.

   

  Thank you, 

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

  

  Business Response

  Date: 02/10/2023

  PT was seen for a concern of body aches and mentioned to the provider she had ache in the right shoulder for 3 days prior. Claim was filed to the insurance company and deemed $223.73 applied to her deductible.  Pt elected to be notified by text, message was sent to the patient on 04/05/22 and a payment letter was sent to the patient on 4/06/22.  Pt contacted us 04/19/22 questioning the balance and was advised it was applied to her deductible. She stated she wanted to dispute this and was provided an email of one of our ************** Services Coordinator (ASC). Pt called PF on 06/14/22 questioning why she has not received a response. Our ASC had not received an email and contacted the patient by phone 06/15/22.  Pt advised of information in her Medical Record (MR) and disagreed with information. PT advised how to dispute MR.  Pt called back on 07/29/22 requesting to speak to the ASC supervisor. ASC Supervisor advised she needed to dispute her MR if she feels it incorrect. PT agreed. Pt sent amendment request to Privacy Officer and once the amendment was reviewed and discussed with treating provider, her amendment was denied. A letter was sent to her on 10/26/22 advising her of her requested amendment denial. 
  Each Patient signs a Treatment and Payment Policy form prior to evaluation and treatment.  This form states the patient is responsible for any amount the insurance does not cover and/or deems patients' responsibility.  The forms also state the patient will be notified of any outstanding balance and delinquent account may be turned over to a collection agency, at which you agree to be responsible to d collection fee.
  Statements were sent to the patient on 06/04/22, 07/14/22,08/13/22, 09/13/22, 10/13/22, and 11/12/22.  Since the balance was not paid,the account was turned over to collections on 12/13/22.
  Patient has sent her request for amendment and was denied.The balance remains and we consider this matter closed.
  Thank you, 

  Customer Answer

  Date: 02/13/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************
  
  
  
  
  

  Customer Answer

  Date: 02/13/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************
  I do not accept what they are stating I did receive services for my right shoulder. Please help.