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:12/06/2022

  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.

  We brought our son *********** to Patient First at ************ to test for COVID-19 on Oct. 20th in 2021. Their initial claim to my insurance (Anthem BCBS) was declined since they didn't add the doctor who was seeing my son to the network when they submitted the claim. Our insurance sent Patient First a couple of mails to ask them to add the doctor and resubmit the claim so that it can be reprocessed, but they never replied or took any actions. They charged my husband's credit card the full amount $408 on April 7th in 2022. Our insurance and I called Patient First together on Aug. 19th in 2022 asking them to add the doctor and resubmit the claim. They still didn't resubmit the claim and our insurance didn't receive anything so far. I checked with Patient First again today (Dec. 6th in 2022), I was told my request was sent to their insurance department, but nothing was sent to our insurance for reprocessing. They told me they don't know what happened and there is nothing they can do except for sending my request to their insurance department again. I feel like Patient First would never take any actions since we were already charged the full amount. Patient First is not concerned that it's not ethical to do so since we have insurance. I gave up contacting them any more and filed this complaint. We are deserved to get a full refund for what we have paid to this company which should be fully covered by our insurance.

  

  Business Response

  Date: 12/13/2022

  Good afternoon,

  In lieu of a signed Authorization, we will reach out to the Guarantor.  

  Thank you, 

  Administrative Services 

  Customer Answer

  Date: 12/14/2022

  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.]

  I reject the Patient Firsts reply since they said they would reach out before, but they never take any actions. We need a full refund from this business or they need to show us proof that they submitted the correct claim to my insurance.

  
  

  
  

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

  
  

• Initial Complaint

  Date:12/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After my travel on September 25, 2021, I didnt feel well and decided to have to do a test for COVID-19 before I will go to work and have contacts with my coworkers. I called to nearby service providers and the only available place where I can walk in without appointment for COVID-19 test was Patient First. I came in for the test. When I was checking in, I was told me that before they will give me the test results, I will have to see theres doctor. They hold me in the waiting room for an hour, take blood pressure measurement for no any relative to COVID-19 reason, they told me that I should do an X-Ray and finally they told me that rest result is negative.They send a bill to my insurance company for $186.00. **** had been adjusted to $140.80 and paid by insurance on *******.Fourteen months later, on ********, Patient First send her a bill for the amount of the $140.80.

  

  Business Response

  Date: 12/13/2022

  Good afternoon,

  The patients father appears to have been in touch with our billing department in the interim.  If he or the patient have a new concern, we would be happy to research.  

  Thank you, 

  Administrative Services 

  Customer Answer

  Date: 12/14/2022

  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.
  
  Case is still open. Patient First resubmitting the bill to insurance, but the case is still not resolved nor closed.
  
  Regards,
  
  *****************************
  
  
  
  
  

  

  Business Response

  Date: 12/20/2022

  A letter has been sent to the guarantor via **** in regards to this complaint.

  Customer Answer

  Date: 12/26/2022

  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.
  
  [Business response is: "A letter has been sent to the guarantor via **** in regards to this complaint." I didn't receive the letter and can't accept without seeing responce.]

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

  
  

• Initial Complaint

  Date:11/26/2022

  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.

  I had a visit at patient first on 11/9/22 and received a bill for $329 for which I came in with cold ************ wasnt checked throughly just given a note & sent in my way. I only have one *************** my primary insurance for which Ive had for the last 10 years plus. I also had another visit on 11/24/22 for a different issue & if theyre not billing my insurance for which I present my card at every visit. Im not paying a bill when I have insurance thats been paying for my bills in full. If I have to go to news media on patient first. I will do so. Their doctor barely diagnose ********* begun misdiagnosed many times & know other who have been misdiagnosed as well. They need to resubmit this bill to my insurance & not destroy my credit because I have insurance.

  

  Business Response

  Date: 11/28/2022

  Good afternoon, 

  In the absence of an authorization, Patient First will reach out to the patient directly.  
  
  Thank you, 
  
  Administrative Services 

• Initial Complaint

  Date:11/17/2022

  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.

  My husband visited Patient First on 9/8/22 for a routine maintenance visit. A month later he received a text saying we owed $319 because the visit was denied by our insurance company and our cc would be charged in the next few days if we didn't resolve it. I immediately called the insurance company and discovered a clerical error had been made on the ***** paperwork and they checked individual instead of family (which is what I filled out and paid for). It was fixed within 24 hours; however, I was unable to reach anyone at the billing office by phone (just sat on hold for 30+ minutes each time I called; over 1 hour on several occasions). The card was, of course charged for $319, and it has been a nightmare trying to get the claim rerun, so we can be refunded. My husband has tried calling, I have tried calling, my insurance company has tried calling, but NO ONE answers the phone, and there is no option to leave a number for a call back (or to leave any message at all). I went in person to the billing office address; however, it is not a public office, and I was told by the receptionist that it is a call center only (even though no one answers the phones). I have sent numerous requests via the online portal to re-run the claim, and after many days get a stock response each time stating that they can't provide information (even though I am the policy holder) because I am not on my husband's account. They, of course, ask for my husband to call them to add me (but no one answers the phone when he tries). They suggest he go in person to the Patient First he visited to have them add me to the account that way. He goes in person only to be told that me (his wife) is already on the file and doesn't need to be added. The woman at the front desk makes a notation on the file stating he came in person but his wife already has access granted. I am at my wit's end. I want to be reimbursed the $319 they owe me, and I want my cc information removed from the file immediately.

  

  Business Response

  Date: 11/28/2022

  Good afternoon, 

  In the absence of a signed Authorization, Patient First will reach out to the patient directly.  
  
  Thank you, 
  
  Administrative Services 

• Initial Complaint

  Date:11/11/2022

  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.

  After sustaining an injury on the job, I went to Patient First (PF) for services rendered on 9/30/21. Since then, I have been embroiled in a back and forth between PF and my former employer's worker's comp provider, USLI.The agent assigned to my PF account, *******, was not responsive to my calls, emails, or calls from USLI, delaying the exchange of necessary information to pay my bill. This has resulted in late fees and a final notice that my bill will be sent to collections. Other staff at the *********************************** have not been helpful, redirecting me to call USLI to provide them with information, which I have done repeatedly on PF's behalf, despite having provided them with my claim agent, *************************, contact information which they can easily use to obtain any information they need.I have had to mediate every step of this process between PF and USLI for 14 months - with no progress made - and now I fear that, on top of my injury, I will have to suffer the consequences of a delinquency notice on my credit report, despite having an otherwise 100% repayment record. The attached invoice reflects the outstanding charges from PF, and I have noted relevant contacts below.USLI - Claim #K167749 *********************** Agent at USLI ********************* ********************* Patient First - Account #******** ***** Agent at ************ Services ************ Brianna Agent (originally assigned to me) at ************ Services ************

  

  Business Response

  Date: 11/28/2022

  Good afternoon,
  
  In the absence of a signed Authorization, Patient First will reach out to the patient directly.  

  Thank you, 

  Administrative Services 

  Customer Answer

  Date: 12/02/2022

  Better Business Bureau:
  
  I was recently contacted via phone by a representative from Patient First on 11/28/22. She identified herself as ******** and can be contacted at ************. She informed me that my balance has been paid by my employer and that I would receive an itemized statement reflecting a $0 balance. I have yet to receive that statement.

  Having received the request for a signed HIPAA form for BBB to proceed, I am now unsure where my complaint stands. I have attached the requested form and look forward to more information on my complaint.

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

  Complaint ID ********
  
  
  

  
  

• Initial Complaint

  Date:11/03/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I last visited a Patient First facility in September of 2021 for a COVID test. Following this visit, I spent four months going back and forth with both Patient First and the insurance provider that I had at the time for bills that were being sent to me for two visits back in June of 2021 that I believed to be covered. All of these bills stated that my insurance never responded and that I was being charged the full cost of the visit plus late fees, along with threats to send me to collections. When I contacted the insurance provider that I had at the time, they informed me that they has never received any bills for those dates. My insurance provider then spent several days attempting to contact the Patient First billing department before getting in contact with a person who put the account on hold but still never sent the bill to my insurance. About a month later, I received another bill with more late fees and the same claim that my insurance never responded; we then repeated the same cycle of them locking the account before sending me another bill with the same claim and more late fees. After the third time of this happening, they finally sent the bill to my insurance and removed most of the late fees. My insurance paid, but I was still asked to cover an additional $193.03. All payments for these two June 2021 visits were covered by the middle of February 2022, and my account showed no remaining payments or outstanding balances. Since then, I have not visited any Patient First facilities or received any additional bills or contact from them, but today (November, 03 2022), I received a text from them claiming they will charge $408.00 to the card they have on file for me for a visit on September 20, 2021. I would like an explanation as to what these charges are for and why they are charging me 14 months after my visit, especially since I recall this visit only being for a COVID test. If they cannot explain what this payment is for, I would like them to cancel it.

  

  Business Response

  Date: 11/04/2022

  There is no Release of Information on file. I will reach out to the patient personally.

• Initial Complaint

  Date:10/31/2022

  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.

  I went to Patient First on 04/05/22. The first thing ask for my insurance card and then ask can you paid ***** i told her i didn't have ***** so ask me did have credit card. So i gave her the credit card. Patient First I have a balance of ***** but Patient First try to get the balance off my credit card 09/27/22 they don't contract me about the just go in account. I feel that Patient First contract me about the balance or try take the balance off credit card didn't get know. Call the billing department dont answer phone stay on 2hrs no body answer. I the 2nd time call they answered the 1/30 minutes. Patient First still sending a the bill for balance.

  

  Business Response

  Date: 11/04/2022

  Good Afternoon!

  This issue has been discussed with the patient directly. Thank you!

• Initial Complaint

  Date:10/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 02/15/21 I visited Patient First for a COVID test which was covered completely by my medical insurance (and was also being covered completely even without medical insurance!). Since then I have contacted them several times because I keep receiving statements in the mail claiming I owe them $40.00 because THEY FILED THE CLAIM INCORRECTLY. This has been confirmed by the Patient First billing department AND by my insurance provider *********************** as well. When I contacted Patient First on 12/22/21 I was assured that this was corrected and that I should not receive any further notices regarding the incorrectly billed amount. Yesterday I received ANOTHER notice dated for 10/14/22, due 10/29/22 for the same account number (76******* for the same $40.00 charge because this was clearly never corrected on their end. I am considering this billing abuse and if it continues will seek legal council regarding this matter if it is not corrected and I am not provided PROOF of this correction (written statement/acknowledgement provided by mail or email) within 30 days. I have attached my copies of the bills provided on both 12/07/21 and 10/14/22 and their records should indicate this should have been resolved months ago.

  

  Business Response

  Date: 10/31/2022

  Patient was contacted and notified that claim was filed and coded correctly. Account reviewed accordingly.  

• Initial Complaint

  Date:10/11/2022

  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 3/27/2021 My daughter ***** (same last name) visited Patient First facility for Covid testing.Patient First incorrectly billed ********** Blue Shield.This visit was purely Covid testing demanded by school. My daughter was not sick.Patient First billed for lab services and medical visit?!?!Covid test was fully covered by ********** Blue.Shield.9/21/21 receive a bill for $83.41, spoke with **** and ********** Blue Shield. It was agreed that Patient First will resubmit proper code to insurance.8/30/22 receive a bill for $83.41, spoke with ***. It was agreed that they will resubmit proper code to insurance.10/11/22 receive a bill for $84.66 with late fee included.I am tired spending my time with billing department on the phone with no resolution!Per ********** Blue Shield this Covid testing visit was fully covered, but Patient First is refusing to properly bill insurance and keep threatening me with late notices and charges.

  

  Business Response

  Date: 10/13/2022

  Unfortunately, we do not have a signed Release of Information on file. Electronic signatures are not accepted. I will reach out to the patient's guardian.

   

  Thank you,

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

  Customer Answer

  Date: 10/13/2022

  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.
  
  [So they are billing me as guardian, but need some release form to talk about billing me for my child?!?!?! ]
  
  Regards,
  
  ****************************
  
  
  
  
  

  

  Business Response

  Date: 10/13/2022

  Hello Ms. ********************** to HIPAA regulations, the release form is required to discuss account details through the BBB website, as all account details are covered by HIPAA.  We can speak directly to you regarding this account.  I am sorry for the confusion.  One of our Administrative Coordinators has attempted to reach you by phone and left a voicemail.  Please contact ************************* at ************ at your convenience to discuss your concerns further.

  Administrative Services

  Customer Answer

  Date: 10/13/2022

  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.
  
  [We called twice, ************ and no one is picking up, straight to voicemail. Please call ************ or ************]

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

  
  

  

  Business Response

  Date: 10/18/2022

  Unfortunately, no active ROI on file. Attempted to reach the guarantor again.

  Customer Answer

  Date: 10/18/2022

  [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 spoke with ************************* and per her instructions they removed incorrect charge from my account.

   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:10/10/2022

  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.

  Multiple times this has happened. This most recent time...I got a bill this week for a service on 4/16/21. I have received no prior bill or notification. This bill states patient cannot be verified. Every other Healthcare provider...hospitals...dentists....ortho...counselor. no one has trouble with my insurance. Ever. Yet patient first waits an inordinately long time...so long that I cannot claim it and be reimbursed on my insurance.... and then gives me weeks to respond or it goes to collections. Despite that it's been 18 mos since the date of service. I already have one collection from them on my credit...The only negative **** i have. Now I'm about to get another. This seems unethical at best...and extremely poor business practice as well.

  

  Business Response

  Date: 10/12/2022

  Good Morning, 

  I hope this message finds you well. I have communicated to the patient directly to rectify this issue. Thank you so much ****! 

  Have a great day.