Business Profile

Medical Doctor

Patient First

Headquarters

Complaints

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

Customer Complaints Summary

142 total complaints in the last 3 years.
45 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/27/2025
Type:Delivery 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.
Date of service: 4/08/2025 ************** card and credit card for payment, which is capped at $25 Patient First incorrectly submitted insurance using wrong policy holder name and billed my card $205 in error. They never sent an invoice and never called to ask. My insurance is active and any visit is only charged $25. The charge is completely without merit.I have been there before without incident. This is egregious error. I will be notifying my Senators about this. I expect to be reimbursed fully with an apology letter no later than May 2nd.
Business Response
Date: 04/29/2025
Good morning,
Thank you for sharing Ms. ******** concerns. Without a signed authorization,Patient First will not be able to share any details with the BBB. A representative will try to reach Ms. ****** directly.

Thank you,
Administrative Services
Initial Complaint
Date:04/12/2025
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 am filing a complaint regarding Patient First billing department's predatory billing practices. At the time of my emergency/urgent care visit to Patient First on July 17, 2024, there was a CrowdStrike-related IT outages that affected millions of hospitals, urgent care facilities and doctors office, as well as other governmental offices and medical insurances. Of which, Patient First and BCBS were affected by. Patient First did not submit the claim for this date of service to **** until December 27, 2024; and did not provide an explanation as to why the claim was submitted late due to the CrowdStrike-related IT outages. Therefore, the claim was denied by **** and per their contractual agreement of timely submission of claims and that I was not responsible for these charges. However, Patient First sent me a bill for the full $1,042; and when I called them, they told me that I was responsible for the entire bill and that I needed to file an appeal/reconsideration with BCBS. When I contacted ****, they told me that I was not responsible and that Patient First was responsible for providing an appeal to BCBS.Note: I know that I am not the only one that Patient First has done this too... my elderly grandmother who also went to Patient First during the CrowdStrike outage just received a bill from Patient First when she has ******** and BCBS insurances and should not be receiving a medical bill.
Business Response
Date: 04/14/2025
Good morning,
Thank you for sharing Mr. ******** concern. Without a signed authorization, Patient First is not able to reply to the BBB with any detail.

Well wishes,
Administrative Services
Customer Answer
Date: 04/14/2025
I've electronically signed the ***** release, as I do not have a printer at home to print it out to sign, giving permission for both Patient First and ******************************** to provide you with info related to this complaint investigation.
I've also attached my EOB statement from BCBS, related to this visit and complaint, which states:
"EXPLANATION OF REMARK CODES
048 -- WE CANNOT COVER SERVICES THAT WERE NOT SUBMITTED WITHIN YOUR PROVIDER'S CONTRACTUAL TIMELY FILING LIMITATION. DUE TO PROVIDER'S CONTRACTUAL AGREEMENT WITH US, YOU ARE NOT RESPONSIBLE FOR THESE CHARGES." (I'd highlight that last sentence if I could)
I did my due diligence to make sure Patient First had everything they needed for the 90 day timely filing time limit by the end of August (I do not remember the exact date, but it was before the end of August), and they charged me a $30 Co-Pay back in October (see attached screenshot). I had assumed everything had been taken care of once they charged me the co-pay. It is not my job to appeal this for them, nor is it my responsibility to cover any money lost from them not doing their job timely. They should know that I legally do not owe them money after **** rejected their claim, as it is clearly stated, and to attempt to claim that it's my responsibility to fix it is a scam at best and a violation of both federal and state law at worst. Those laws potentially being the Fair Debt Collection Practices Act (FDCPA), Virginia's Balance Billing Protection, and several other felonies should they attempt to collect from my bank account directly.
I have already notified Patient First's billing department about their own contractual limits over the phone today, and have explicitly told them to leave me out of any future proceedings in regards to this debt, and to take it up with BCBS if they want to fight for that $1042 bill.
Please let me know if there is anything else needed on my end to assist the investigation of this complaint.
Business Response
Date: 04/16/2025
The patient has been contacted and concerns addressed.
Thank you,
***** F
Customer Answer
Date: 04/24/2025
I was contacted by a representative from Patient First, and she notified me that they have nulled the debt owed, claiming that it was miscommunication between departments that caused this issue.

While I am relieved that they have resolved the debt issue, I told them that I'm still not happy that they tried to push that debt onto me and tell me that I had to fix it. So while I am happy to let things settle as they have. That being said, neither I, nor my family, will not be using their services anymore, as a result of this whole situation.

My grandmother is having a similar issue with them from a visit around the same time, and we will be checking her EOB as well to see if another complaint needs to be filed.

Thank you all for your help! This got resolved very quickly after reporting them to you all at the BBB.

Hope you all have a great rest of the week
Initial Complaint
Date:03/26/2025
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.
I visited Patient First in March of 2022. I received a bill after insurance adjustments and I paid my bill in full. I just received a bill in March of 2025 for an additional amount. Flabbergasted, I contacted the billing department and they told me my insurance rescinded part of the payment three years later. I did ****** this and it appears there is a statute of limitations for actions like this AND PF would need to provide information for why payment was rescinded. In general, the representative was incredibly rude and aggressive.
Business Response
Date: 03/27/2025
Good morning,
Thank you for sharing Ms. ******* concerns. Without a signed authorization, Patient First is not able to reply with any detail to the BBB. I can say, simply based on the stated complaint, that if the patient's insurer retracted their initial remit, that is a matter the patient would need to address with the insurer. Patient First does have a time constraint to file a claim to the insurer, but the insurer, unfortunately, does not have such a restriction to audit. Insurers routinely audit claims and will take it upon themselves to reprocess claims much older than this one. As for the reason for any given retraction, the provider is not made aware of the rationale.
Thank you,
Administrative Services
Initial Complaint
Date:03/10/2025
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.
My loan was paid off and I got paid off notice again patiently shows on website I owe $342 and on the billing shows $114 and payoff notice says zero amount
Business Response
Date: 03/11/2025
Good morning,
I am sorry to hear about Ms. *********** issue. "PatientFi" appears to be an online payment option that some health care providers opt to use. Patient First is a group of urgent care facilities in the mid-Atlantic region and we do not use "PatientFi" as our online payment option. The website for "PatientFi" appears to be ******************************. ********************* would like to reach out to that company for assistance.

Well wishes,
Administrative Services
Patient First
Initial Complaint
Date:03/03/2025
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 march 2024, i visited patient care for an illness and was put on antibiotics. i would never s**** this doctor as he has saved my life in the past. unfortunately, the person who checked me in never updated my address so therefore i never received any bills. They used an old address from 2 years ago. in january 2025, i tried to go back and was told i owe *****. i did not have the money on me so despite being very sick, i was turned away which i believe in pa they have to treat you even if you owe money. i was having severe abdominal pain and vomiting. i was told i have to pay the ***** to a collections agency before i ever can be seen again. i got the collections agency info from patient first and immediately called them. they are saying i owe ***** which i feel i do not owe. patient first messed up and never updated my address and now rgm and patient first feel i should be tacked on an extra *****. i live on ********** and when i never received a bill, i was assured my insurance company paid in full, not knowing that patient first failed to update my address and now want me to pay for their mistake. i made a seperate complaint with rgm but it is deplorable patient first refuses to see someone who is sick because of a ***** bill that is their fault to begin with. i am willing to pay the ***** but thats it. patient first needs to change their billing practices and quit turning away sick people who owe them money, especilally *****
Business Response
Date: 03/03/2025
Good afternoon,
Thank you for sharing Ms. ******* concerns. If she would like for Patient First to share information with the BBB, would you please ask her to sign the authorization?
Well wishes,
Administrative Services
Customer Answer
Date: 03/03/2025
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.

there is no authorization to sign

[Provide details of why you are not satisfied with this resolution.]

Regards,

***** *****

Customer Answer
Date: 03/04/2025
Hippa attached
Business Response
Date: 03/10/2025
Dear *** *****:
44*111039
We appreciate the opportunity to assist our Patient.
Patient First is a privately owned company; therefore, does not receive state for federal funding. We count on our patient and insurance payments to keep our doors open. We may legally request payment for past due balances before being seen. Had *** ******* illness been life threatening, she would have been seen regardless of the balance.
Since there is a discrepancy regarding the address at that time, I would be happy to waive the late fees and request the account be removed from collections once the $35.00 balance is paid in full.
Payment can be made at **************************************** using the account number above.
Wishing you both good health.
Respectfully,

**** ******
Customer Answer
Date: 03/11/2025
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.]
The amount is 32.51
I will pay that if rest is waived

Regards,

***** *****

Business Response
Date: 03/12/2025
Good afternoon,
We are glad to see she would like to accept the offer.
Thank you,
Administrative Services
Customer Answer
Date: 03/21/2025
I will pay the ***** if they waive the rest. The ***** amount was incorrect

*****
Business Response
Date: 03/26/2025
Good afternoon.
I apologize for my error. The principal balance owed is indeed, $35.51.
Respectfully,
**** ******

Customer Answer
Date: 03/27/2025
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

the balance is 32.51. Patient first has 35.51

they once again have it wrong. Look at my bill I attached to original complaint
Again, I will pay the 32.51. Not anything more.

Regards,

***** *****

Customer Answer
Date: 03/27/2025
I paid the ***** that I owe patient first
Please make sure they waive the rest and allow me to be seen again
***** *****
Initial Complaint
Date:03/02/2025
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.
On 09/22/2024 I sought Immediate/Emergency Medical Treatment for a then yet unidentified GRAVELY PAINFUL CONDITION at the Patient First ****************** located at **************************************************************************************************. The "Provider" I was seen by virtually ignored me throughout the visit as I attempted multiple times to describe and emphasis my symptoms i.e. rash on both legs and EXCRUCIATING BACK AND LEG PAIN, etc. Her solution was to prescribe a steroid (**********)--which only served to further exasperate my already severe symptoms. When I asked if she could prescribe a temporary dose of a pain reliever (2-3 days worth)--she flat out refused. NOTE: FURTHERMORE...to add insult to injury...upon providing my billing information (insurance, etc) -- I specifically requested immediate knowledge of any co-pay I may be responsible for on the aforementioned date of service (09/22/2024). Circa FIVE MONTHS LATER (just last week)...I received notification that I owed $55.00.
Business Response
Date: 03/03/2025
Good morning,
Thank you for sharing Mr. ********** concerns. With the absence of a signed authorization, Patient First will reach out to Mr. ******** directly. If he wishes for the BBB to be involved, he can sign the authorization allowing Patient First to share details with the BBB.

Thank you,
Administrative Services
Initial Complaint
Date:03/01/2025
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.
After calling Patient First in ************, we were assured that all their doctors on location were able to treat ear problems.After waiting for an 1 1/2, the attending physician told me that he was NOT an ear specialist and didn't know why my ear was hurting. He couldn't tell if the eardrum was ruptured but assumed it was. To sum it up, he knew nothing. The nurse shoved antibiotics in my hand and I was dismissed. Leaving on a trip the following day, I had to see a doctor in ****. I was told that my eardrum was not ruptured and definitely not to take antibiotics. (Which I left at Patient First, anyway.)After several emails back and forth between Patient First and I, they still try to charge me for the visit. The visit where the doctor had no idea what was wrong and told me to go to a specialist. I contested the **** payment and got my money back. Patient First keeps resending the bill, disregarding the facts and my emails.
Business Response
Date: 03/03/2025
Good morning,
Thank you for sharing Ms. ******* concerns. If she would like for the BBB to receive any account details, she would need to sign the authorization. As mentioned by Ms. ****** Patient First has already worked with her on this matter. We will not reach out to her again as we do not wish to bother her with redundant information.

Well wishes,
Administrative Services
Initial Complaint
Date:02/20/2025
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.
To Whom It May Concern,I am filing a formal complaint against Patient First *********** for refusing medical treatment to my 17-year-old daughter, an active-duty military dependent, on February 8, 2025. She was denied care due to a $250 balance from 2013, which was under my name and, to my knowledge, had already been resolved as I have and had medical insurance at that time.This situation is deeply concerning for multiple reasons. First, my daughter is a minor and had no connection to this alleged balance. Denying her urgent medical care over an 11-year-old billing issue-one that I was under the impression had been taken care of is both unethical and unreasonable. Second, at no point was I informed that this balance was still outstanding until the end AFTER all my information was updated.Patient Firsts refusal to provide care in an urgent situation, particularly to a minor covered under military healthcare, is unacceptable. I request that this matter be promptly reviewed, that the outstanding balance be properly investigated and resolved, and that Patient First updates its policies to prevent similar situations from occurring in the future.I expect a written response from Patient First addressing this complaint and outlining how this issue will be resolved. If this matter is not addressed in a timely manner, I will escalate my concerns to state medical boards, military healthcare representatives, and other consumer protection agencies.Thank you for your prompt attention to this matter.Sincerely,****** F. *********
Business Response
Date: 02/20/2025
Good afternoon,
Thank you for sharing Mr. *********** concern. I was not able to locate an account. If he can provide his daughters name and date of birth, along with which Patient First location she attempted to be registered, we would be happy to see what transpired.

If Mr. *********** would like for Patient First to reply with any details to the BBB, he would of course need to complete the authorization form.
Thank you,
Administrative Services
Customer Answer
Date: 02/20/2025
My daughters information is:
******** A. *********
DOB: *************
Patient First location: ***********************************************

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

Customer Answer
Date: 02/26/2025
Attached is the ***** form signed by my (****** F. *********) which I am ******** A. *********** Father.
Business Response
Date: 03/18/2025
Good afternoon,

Thank you for providing the name of the patient and signing the authorization. What is her date of birth, and which Patient First location was she attempting to be seen on February 8?

Thank you,
Administrative Services
Customer Answer
Date: 03/18/2025
I previously submitted the location when I provided my daughters information on 20 Feb 2025.
Patient First location: ***********************************************

Business Response
Date: 03/21/2025
Good Morning,
Thank you for advising the parent's concern. The parent has been contacted, and communication was made. Have a great day!
Initial Complaint
Date:02/16/2025
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.
I have had an ongoing issue with patient first and billing my secondary insurance dating back to being seen in 2022. I not only have a primary but a secondary insurance. My primary insurance paid off properly and on time, but there was an issue where my insurance was building correctly, but in a timely manner, so after spending multiple hours multiple months and multiple occasions on the phone with both patientsfirst billing department and my secondary insurance, champ VA, I thought a resolution was in place. The ******** representative had told the patient first to resend them and they would be re-processed. I came to apatient first for an urgent care visit and was told I had a 611 out-of-pocket expense. I was then informed that this is whats left after my insurance pays out. And this wouldve been after my primary and my secondary insurance. There is absolutely no way that is the correct balance. Unfortunately, I have no choice but to pay this as it was obviously an urgent care matter. I would like this reviewed and reimbursed immediately because there is no way that is the correct amount that I owe and there needs to be a better relationship with my secondary insurance as they do accept it.
Business Response
Date: 02/24/2025
Good afternoon,

Thank you for sharing the concerns of Ms. **************** In lieu of a signed authorization allowing Patient First to provide any details to the BBB, Patient First will reach out to Ms. ********* directly.

Well wishes,

Administrative Services
Initial Complaint
Date:02/05/2025
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.
I have been going back and forth with Patient First since last year regarding a $99 bill, and they keep saying I owed when I had insurance. I submitted my proof of insurance, and they resubmitted the claim to Medical Assistance on 12/19/24. I spoke with ****** with Medical Assistance, and she stated the claim was denied saying the modifier is invalid for the procedure code and that's something Patient First needs to call provider services to have corrected. They stated that most of the claims they receive from patient first are not being paid because of this
Business Response
Date: 02/06/2025
Good morning,
Thank you for sharing Ms. ****** concern. In lieu of a signed authorization allowing Patient First to provide information to the BBB, Patient First will reach out to Ms. ***** directly.
Thank you,
Administrative Services

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