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 has 65 locations, listed below.

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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:01/24/2023

  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 went to patient first on 12/20/22 due to sickness, I was treated for the flu and left. I received a notice in the mail that I was going to owe $544 on 1/29/23, due to a mistake I made giving them the wrong insurance. I attempted to call the billing number to resolve the issue and waited on hold for two hours. Eventually I drove up to patient first to see if they could resolve it directly the nice lady politely told me to call the billing number. So I did, again, was on hold for over an hour never reached a human and was promptly hung up on, never lost service never moved just hung up on. I tried reaching them through their website and left a written inquiry and I have yet to receive a reply with only a week before the payment is due. At this point I dont know what else to do, no matter what I do I cant get any kind of response from them and the deadline is fast approaching. Im almost convinced at this point that nobody is even there.

  

  Business Response

  Date: 01/26/2023

  Due to the omission of a Release of Information on file, the patient will be contacted directly. 

  Thank you.

• Initial Complaint

  Date:01/23/2023

  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 June 2022 i received a bill from patient first regarding a service performed by them. They stated that i did not have insurance which i did and informed them on numerous occasions through phone calls letters emails and lastly a certified letter. All to no avail fyi i paid them 100 bucks towards the bill now i get bills with late fees and threats that account is going to collection agency . I t is very simple if they want to get paid they have to re file with ******** which iis what i was told they have to do

  

  Business Response

  Date: 02/01/2023

  Communication has been made directly with the patient. 

  Thank you.

  Customer Answer

  Date: 02/02/2023

  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,
  
  *********************************
  they did not provide info as to how and  what they would do to resolve the issue  ergo i am not satisfied with the response 
  
  
  
  

• Initial Complaint

  Date:01/19/2023

  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.

  Hi, I visited Patient First in ************** on October 11, 2022. Im covered under my fathers ********** Blue Shield policy and I gave them my ID card. I got several notices that it was not covered. My mother and I both talked to our insurance company contact and they said no claim was ever filed for that day, I have tried stopping in to Patient First. I have tried calling the billing number countless times. No one ever answers and my mother put all of this information on the billing portal on January 1. We have never heard back. We would like this corrected immediately and for the bill to be submitted to my fathers insurance, which is listed on the photos. If there are any questions, please call *********************** at ******************* *****************************. ***** will confirm that this claim was never submitted. Please have Patient First follow up with me to ensure that this has been submitted to insurance and not sent to collections. The amount of time I have spent trying to straighten this out is unbelievable.

  

  Business Response

  Date: 01/26/2023

  Due to no signed HIPAA form on file, the patient will be directly contacted. 

• Initial Complaint

  Date:01/18/2023

  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.

  I received a bill for dates of service:01/12/22 and 08/06/22 for $669.00 The practice has two forms of insurance on file for me, the error is on their end of things. *** tried calling for months to resolve this issue and Ive emailed them to resolve and verify my insurance information. Ive also sent pictures of my insurance cards. On 01/17/2013 I received notice from a collection agency for over $700. It doesnt matter what time of day I call Patient Firsts billing department at **************; select option 1 and/ 3, its just constant holding in the line. I can conduct my life around the hold times.

  

  Business Response

  Date: 01/19/2023

  There is no Release of Information form on file. The patient will be contacted directly.

  Customer Answer

  Date: 01/19/2023

  [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:01/17/2023

  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.

  I have yet to understand why patient first did not charge my sons (minor) ****************** for services on 11/28/22. I alerted the billing company additionally of insurance coverage. They sent a letter that included directions on how to promptly send a photo copy with patient information. I sent this info stapled with the referencing bill attached to the location as requested but I noticed, Im still getting the same bill for $393.00 when I sent what they asked for over a month ago. This is VERY FRUSTRATING. Then when you call ************ the phone just rings and nobody ever answers.

  

  Business Response

  Date: 01/19/2023

  Will communicate directly with patient as there is no active Release of Information on file. 

• Initial Complaint

  Date:01/17/2023

  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 visited Patient First - Columbia at ******************************************************* on 12/10/2022 for Palpitation. Test involved were EKG, blood pressure, heart rate, blood oxygen level and temperature.I was charged under ***** ( level 4 office visit ) and *****( extended hours charge)I believe the charge is upcoded and have tried to contact Patient First 4 times through their contact us link on their website and also tried to call them.But there's no response from them so far.

  

  Business Response

  Date: 01/24/2023

  Dear ****************:

  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 respond to the consumer directly with our findings.

  On behalf of Patient First, I would like to thank you for the opportunity to address **************' complaint. Please feel free to contact me directly if you have any questions. 

  Respectfully,

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

  Administrative Services Coordinator

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

   

   

   

   

  Customer Answer

  Date: 01/24/2023

  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.

  I have tried to contact Patient First numerous times and nobody have ever reached out to me, or contact me for release of medical record, if they do plan to settle through here, they patient first should provide a form to release the record so that BBB can help in the dispute.

  thanks
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************
  
  
  
  

  
  

• Initial Complaint

  Date:01/17/2023

  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 gone to Patient First in *********, ** in December 2022. They were great, ********* is not the issue. I was told by ********* that I have an outstanding balance from 2015 and unless paid or a payment plan set up they couldnt see me. First off, we are in 2022 and I have been to patient first several times since the claimed outstanding balance and your telling me now of a balance of 7 years ago??? They told me I could call the billing department to get more information, find out what this charge is and dispute if necessary. I called the Virginia Patient First office FIVE times since my December visit until now. Was on hold over 20 min each time. Last time I took a picture of the hold time without ANYONE ever picking up! I utilized their online request 4 times! They claim that someone would return the response within 48 hours. Well, its been a month and still have yet to receive a call back, email or any type of response from the billing department. To top it off, they have taking the money out of my account without skipping a beat! Not pleased with the billing department at all! No response from anyone after several attempts to contact them? This is not a good way to treat your clients.

  

  Business Response

  Date: 01/20/2023

   

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

  I so apologize for the longer hold times due to much higher-than-normal call and email volume as well as industry wide staff shortages. I assure you we are doing our best to get staffing up match the current volume. 

  *******'s balance from July 25, 2015 was paid in full by November 24, 2015. I'm sorry for any confusion. 

  The collection balance is from *******'s visit on February 12, 2022. Five statements were sent to the address we had on file with no payment. The balance was sent to ****************************** (RMS) collections on November 29, 2022. I have attached the statements for review. 

  Please contact RMS at ************ for payments or arrangements regarding the remaining balance of $105.85. 

  Wishing you a happy, healthy, new year!

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

  Patient First

   

   

   

   

• Initial Complaint

  Date:01/07/2023

  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 had a telehealth appointment on 5/11/2022 with a patient first provider. I received an invoice for this visit in the mail since my insurance was non-responsive to their claim. I paid this invoice in full, via phone on 11/11/2022 which was in the amount of $205.00. A few weeks later, I received a refund check from patient first in the amount of $19.25. I assumed they had accidentally overbilled me which is why they issued the refund. And so i deposited this check on 12/12/2022. It came back returned on 12/14. Subsequently, my bank also charged me a returned check fee of $20. And so I called patient first's billing department on 12/20 to find out why the check bounced and to seek a refund for the fee I was charged, as a result of patient first's returned check. I was asked to email *************************************** with my account number, name, date of birth and also include a copy of my bank statement, which showed that the check was deposited, returned, and that the bank fee was charged. I did so on the same day (screenshots attached). I waited some time for my refund and for a response to the email I sent, in which I asked when I'd be a receiving a refund and if I should be expecting just $20 or the $19.25 plus the $20. I never received a follow up email or follow up call. And so I called the billing department again on 12/27 and I was assured that the matter was being resolved and that I would be receiving a full refund. It is now January 7th, 2023 and I have not received any correspondence or a refund OR an explanation as to why a small $19.25 check came back returned. Had I known the check would bounce, I would have never deposited it. I would like an explanation and a refund. If not, my next step will be to leave a detailed 1 star review for this company online.

  

  Business Response

  Date: 01/17/2023

  This issue has been addressed as the patient has been contacted directly by Patient First. 

• Initial Complaint

  Date:12/24/2022

  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.

  09/4/22 I went to patient first gave them both my insurance cards they only billed one I tried numerous times to get corrected and no valve enliven reported to director and manager of the center went to about this

  

  Business Response

  Date: 01/16/2023

  Good afternoon, 

  **************** was seen in a ************ location with a ******** based secondary plan.  ******** plans are specific to the patients home state.  
  
  Thank you,
  
  Administrative Services 

  Customer Answer

  Date: 01/17/2023

  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 

  I spoke with Amerihealth cartitas that dosent matter and they will be calling patent first for bill. I will no longer go anymore since u violating the law and ******** and Medicad agreements.

  
  Regards,
  
  ***************************
  
  
  
  

  
  

• Initial Complaint

  Date:12/13/2022

  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.

  This location failed to invoice me in a timely manner. One invoice came 3 months late and the other never came. I would not have known about the charge unless my healthcare provider had notified me. Further, I paid both charges and could not obtain a receipt for either. I contacted the corporate office but no one ever comes to the phone. I submitted an inquiry on their website and have not been contacted. I want a receipt for my payments and if anything ends up in collections because of failure to process payments/invoices in a timely manner, I will pursue damages.

  

  Business Response

  Date: 12/13/2022

  Good afternoon, 

  In lieu of a signed Authorization, we will reach out to the patient, however, it does appear he has since spoken without someone in the billing department for assistance.  

  Thank you, 

  Administrative Services