Complaints

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

close

Find a Location

Patient First has 65 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

  
• 

  Patient First

  12 N Thompson St Richmond, VA 23221-2718

  
• 

  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:02/09/2024

  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 went to the Patient First clinic located at ***************************************** **********, ** ***** on May 9, 2022 and received care. I gave them my insurance information (Tricare) and paid ***** for medications. At this time, I did not pay a copayment. I received a bill (account# 6******** from ********************** on September 8/24/23 notifying me that Tricare did not pay the invoice. I notified Tricare and Tricare confirmed payment to Patient First; Tricare submitted copies to me of this payment and told me the copayment fee. I submitted these copies to Patient First along with my copayment fee on September 21, 2023. I continued receiving invoices for payment. I called Patient First via a phone call and talked with ******, who instructed me to email her these copies. I emailed them to her on Novemebr 30, 2023. Since this time, I continue to receive invoices now including late payment fees.

  

  Business Response

  Date: 02/19/2024

  Due to the absence of a Release of Information form, the patient has been directly contacted. 

  Thank you

• Initial Complaint

  Date:02/09/2024

  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.

  The following complaint is a direct result of the level of care being provided by this facility. On 2/8/24, I was subjected to an unreasonable wait time of 3 hours from check in at 1:50pm to discharge at nearly 5pm. I have a PCP at this location and was attempting a follow-up visit to review test results. The location does not accept appointments for PCP visits. The physician I receive services from is outstanding however the staff/nurses do not provide a high quality level of care. The staff at the location are less than caring and did not provide a quality level of care. There is no acceptable rationale for the length of time to provide treatment.

  

  Business Response

  Date: 02/09/2024

  Good afternoon, BBB:
  
  Despite the unsigned Authorization, we are able to respond to the broader concerns of *************** 
  
  We are glad to hear ************** enjoys the doctor ******************** relationship with her elected primary care provider. 
  
  Unfortunately, unpredictable wait times will continue to vary based on the needs of the surrounding community at any given ******************************** are not a consideration at this time as they do not work with the successful business model of Patient First being a walk-in facility.  We understand that a non-appointment setting is not everyones preference though the majority of our ********************s voice appreciation for the convenience that typically offers.     
  
  In regards to training, employees receive initial training upon hire and ongoing training for his or her entire employment with Patient First.  This includes full time, part time, and PRN employees.  We are sorry ************** has not had a good experience with any of the staff as we feel they are top notch.    
  
  Thank you for the opportunity to respond and your service to the community.
  
  Administrative Services 

  Customer Answer

  Date: 02/13/2024

  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 response did not address the unreasonable wait time that I experienced nor did it address my concerns. The response was general in nature and made no offer investigate the reason for the lenghty wait time. In addition, there was no inquiry regarding the specific interactions I encountered with the staff. The response provided no resolution to ensure that I would continue as a patient. I have been a patient for years and I am very disappointed at how this entire matter has been handled. There was no apology issued or any response that assures me the current business model is effective for patients.
  
  Regards,
  
  ***********************
  
  
  
  
  

• Initial Complaint

  Date:02/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Patient first submitted a claim to my insurance which had the wrong service address. My claim was processed as out of network but both my insurance and patient first has confirmed they are in network with my claim. Myself and my insurance is requesting them to resubmit the claim with the correct information and they are refusing,

  Customer Answer

  Date: 02/01/2024

  Hippa release form

  

  Business Response

  Date: 02/02/2024

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

  Upon review, there is no signed Release of Information on file. I assure you; however, I have contacted the insurance company and the patient regarding her concerns and have advised of my next steps. 

  I also gave her my direct phone number. 

  Thank you for allowing me the opportunity to assist our patient regarding her concerns.

  Best Regards,

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

   

• Initial Complaint

  Date:01/31/2024

  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 was seen at Patient First on 6/8/22. At the time, I explained that I was on a ******** Advantage plan with ****** Permanente. They took my information and told me that they would be contacting my provider. I have since received several invoices for payment, indicating that the reimbursement request by Patient First was denied by my primary and secondary insurance. I contacted ****** last year as well as today and as of this writing, there has been no claim submitted by Patient First to ******. Furthermore, the invoice indicates that my secondary carrier was contacted. I do not have a secondary carrier. I feel all that there not only has been bad faith, but downright dishonesty with respect to the situation. I also have submitted billing inquiries online where, upon submission, I am supposed to be contacted within a few days. There has been no response to these inquiries, and I continue to be billed.

  

  Business Response

  Date: 02/01/2024

  Good morning,

   

  Thank you for bringing this complaint to our attention. I am sorry, but I am not able to discuss the details of this account without an attached Release of Information (ROI) form. Thank you again and have a great rest of your day!

   

  Regards,

  **************************; 

  Customer Answer

  Date: 02/15/2024

  I was seen at Patient First on 6/8/22. At the time, I explained that I was on a ******** Advantage plan with ****** Permanente. My patient number is ******. They took my information and told me that they would be contacting my provider. I have since received several invoices for payment, indicating that the reimbursement request by Patient First was denied by my primary and secondary insurance. I contacted ****** last year and as recently as January **** and as of this writing, there has been no claim submitted by Patient First to ******. Furthermore, the invoice indicates that my secondary carrier was contacted. I do not have a secondary carrier. I feel all that there not only has been bad faith, but downright dishonesty with respect to the situation. I also have submitted billing inquiries online where, upon submission, I am supposed to be contacted within a few days. There has been no response to these inquiries, and I continue to be billed. I am attaching the invoice as well as the acknowledgment of my complaint which states that I would be contacted in 48 hours. I have submitted two of these complaints to patient first, both times did I receive this acknowledgment, and I was never ever contacted. 

  

  Business Response

  Date: 02/16/2024

  Good afternoon,

  I have reviewed our correspondence and still am unable to locate a signed release form. I have just called the patient with a resolution. 

   

  Thank you,

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

  Administrative Services Coordinator 

• Initial Complaint

  Date:01/21/2024

  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.

  1.21.2024 today while trying to register at patient first. I was told i owed a bill of $300+ dollars, when i asked for what, the ******************* said he could not pull up the information unless i made a payment plan, and i could not get services before i paid a plan. I went ahead and paid $150 towards it and then was able to register, once in the exam room, he showed me what the balance was for, it was for services in 2009. He gave me the little information he had. I should have been able to see this information beforehand, the name on the bill is wrong and Im not sure its mine. I still have a $200 balance for a debt that i will have to dispute but because the guy said that i could continue with services until i made a plan they have my credit card for the reminder amount

  

  Business Response

  Date: 01/24/2024

  Thank you for sharing the concerns of ******************. In lieu of a signed authorization, Patient First will reach out to ****************** directly.

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

  Administrative Services

• Initial Complaint

  Date:01/16/2024

  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 4/17/2023, I went to Patient First (**) to have a physical exam. It was a simple physical exam and completion of a form, for the purposes of receiving our ****** license (required by the State). On 4/18/2023, my husband also went to ** for the exact same procedure. My husband and I have the same insurance, ********** Blue Shield (****), through my employer.I received a bill (dated 5/1/2023). I called the ** customer service line on 5/11/2023 and they indicated that they hadn't processed it under insurance and said they would send it back through insurance. After this, I received another bill with the same amount. On 6/14/2023, I called ** again and spoke with a man named ****, who said they will they would put the account on hold and resubmit it through the insurance, since my husband's claim (exact same procedure less than 24 hours apart) was covered by the insurance. I also spoke with **** who agreed to help them apply the appropriate codes so that the claim could be processed. ** was inaccurately using an "adoption service" code for only my claim, which does not apply here (****** care is not adoption, nor was the service requested related to adoption services). On 6/30/23, I received another bill, this time with a late fee. I called ** again, and explained it was supposed to be on hold until the insurance could be figured out and that there should be no late fee. ** declined to help or do anything to fix it on 7/13/2023 after speaking with *****. I elevated the issue to a woman named *****, who was rude and again unwilling to assist me. I connected my representative from ****, and ** said they would put another hold on the account until it was figured out. The **** representative said that ***** intended to resubmit both claims so that the insurance wouldn't cover it. There was another hold placed on the account. The date is currently 1/15/24, which ***** still has not called **** back, and another late fee assessed although the issue is not my fault.

  

  Business Response

  Date: 01/23/2024

  Please provide a Release of Information form.

  Once received, I can respond in detail.

  Thank you, 

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

  Customer Answer

  Date: 01/23/2024

  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 business requested me to fill out a form that was not attached to the response and I do not have a copy to fill out, so I cannot provide the requested form. Additionally, the individual that responded appears to be the same individual the complaint involves. I do not feel this is appropriate and request a different individual at PF review.
  
  Regards,
  
  *************************
  
  
  
  
  

  Customer Answer

  Date: 01/26/2024

  Form is attached and was emailed to the address on the file. Please also ensure that ***** from Patient First is not involved in resolution process since the complaint involves her.

  

  Business Response

  Date: 01/30/2024

  Pt was seen for Physical for ****** care and TB screening.  Patients visit did not have TB screening Diagnosis code on visit.  

  Spoke to ****** from Insurance on 11/1/23 at 11:38 am about the Diagnosis code, advised her account would be forwarded to our certified coder to review, process does take time.  Advised ****** account placed on hold to advise the patient if she received another statement to contact me directly and would place on another hold. (in case it dropped without my knowledge).

  Spoke to ****** on 1/29/23 to advise just received updated TB diagnosis and a request to have a corrected claim has been filed to the Insurance.

  Account is on another hold while a claim is sent for consideration of payment from Insurance.

  We cannot address anything regarding her husbands account due HIPAA, she is not listed on the account to speak with.

  Thank you, 
  

• Initial Complaint

  Date:01/12/2024

  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.

  Never received a bill. Just 365 days later a note that says thanks for your recent visit (1 year ago) followed by them telling me they have my CC on file and they will be charging it. They NEVER sent an itemized bill or a bill at all. Last time they sent a bill for a previous visit it said i had to pay that right away. Its obvious they forgot to bill this until just now. Which is filling a bill in an untimely manner. I have spend HOURS on hold at a time to get disconnected for over a week now. There is Absolutely no one in the billing department to answer their phone. Absolutely no way to speak to anyone at all

  

  Business Response

  Date: 01/17/2024

  Hello:

  *************** to case number ******** for ************************************ Both federal and state law prohibit health care providers like Patient First from disclosing any patients health information without the patients written authorization.  This is true even when the patient has filed a complaint with a third party such as the Better Business Bureau (BBB). 
  

  At Patient First, we strive to live up to our name and value our reputation for doing so. We would strongly prefer to respond by addressing the enclosed complaint specifically, but are unable to do so unless and until the patient authorizes us in writing to do so.  

  We will reach out to the consumer directly with our findings.  Please feel free to call me directly at the telephone number listed below with questions.  

  Respectfully,

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

  Administrative Services Coordinator

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

   
  

   

   

• Initial Complaint

  Date:12/28/2023

  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.

  Me and my boyfriend went to patient first on 12/28/2023 at ***********************************************************. Usually, I always have a good experience here but THIS DAY LEFT ME IN TEARS AND UNPROFESSIONALISM HAPPENED . First, I went in the back because my boyfriend does not understand things as I am his PCA . I was on the phone with our mother explaining medical terms to her . The lady taken the vitals had asked me to go back in the front because I am on the phone . I asked her why I am on the phone with our mom . She explained its private business being discussed so I informed her how I come her all the time on the phone and I never heard such rule . She then was hovering over my boyfriend so she asked her manager to come over and explain the rule to me as I informed them I work in HR . The lady who is the manager tried to explain and I told her I think its inappropriate how she is coming off to me . She then said INFRONT THE MANAGER AND OTHER COWORKERS let me leave since she being an insecure b****. I got upset because she called me out my name for NO REASON ! The manager tells me I have to leave because I was yelling and as I informed her of my health condition of hard of hearing and how I have a physical condition where I can hear but not to well, she proceeded to still tell me leave . I refused because Im my boyfriend PCA so she said she will call the cops. She then asked the cops to remove me because she feels threatened when I made no threat and I was called out my name . The cop informed me on body camera and I recorded what happened that I should file a lawsuit for medical malpractice for refusing my husband his PCA and refusing treatment on me for their staff disrespecting me . I asked for their names she refused to give me the information but this has left me hurt! I will be contacting an attorney about the videos of evidence I got of the disrespect . Also, I never threatened or try to insult anyone as the lady came at me . I also have witnesses from this.

  

  Business Response

  Date: 12/29/2023

  Good morning, 

  Unfortunately, Patient First will not be able to respond given ****************************** intent to obtain counsel.  Her attorney is welcome to contact Patient First on her behalf.  
  
  Well wishes,

  Administrative Services   

  Customer Answer

  Date: 12/29/2023

  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.]

  I did not get counsel . I said I was thinking about it if this situation was not resolved. Im trying give patient first a chance to fix it . My text said I AM THINKING not that I did . 
  
  Regards,
  
  *********************************
  
  
  
  

  
  

• Initial Complaint

  Date:12/17/2023

  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 went to Patient First located in ************************************************************************** at 8:20 am on Saturday 12/16/23, and dined health care services because I would not put a card on file. I still have the same **************** but, the planned changed because I now purchased this coverage which is now commercial coverage. I have not received my new card yet; however, I was told by the insurance company to print a digital copy of my card and to use it until I receive my new card. At registration she asked what type of plan it was. I told her that I am really feeling bad and If I get a bill, I will deal with it later she became nasty, and condescending. I then asked for a manager, her response was " This is not retail store we don't have managers." Then I said Well a supervisor then, she picked up the phone pretending to dial someone, I asked her the supervisor's name she did not give the name instead she asked a co-worker to register to me in. I asked what the supervisor's name three times is before he gave it. Asked me to put a debit card or Credit card on file, All patients must have a card on file if they have commercial insurance. I told him that this illegal then left. A copy portion of their own Policy "If you have health care benefits, Patient First will submit a claim to your insurer on your behalf and allow no less than 60 days for the insurer to respond. If Patient First has not received a response within 60 days, we will assume that the visit is not covered and is, therefore, your responsibility. At that time, to the extent permitted by law, we will bill you for the visit charges. Please direct questions regarding non-payment by your insurer to your insurer, not to Patient First. You will be billed for all unpaid balances deemed by Patient First or your insurer to be your responsibility. You agree to pay the bill in full unless special arrangements are approved by Patient First in its discretion. You must call the Patient Accounts

  

  Business Response

  Date: 12/19/2023

  Good Afternoon, 

  Thank you for advising of the patient's concern. A response has been sent directly to the patient. Thank you!

• Initial Complaint

  Date:12/11/2023

  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.

  Patient First Visit 8/8/2023 for foot xray. They are an in-network provider under my anthem insurance. They coded bill incorrectly, so Anthem denied it, but Anthem also let them know in the process of my phone calls and emails that I did not owe the amount of $631.00. They sent me a letter they were going to charge my credit card. I got the notice after my card was charged. I have made numerous calls to Patient First with no resolution. I have emailed them all the documents from Anthem stating I didn't owe any money. I had a 3 way conference call with Anthem and Patient First to try to resolve. Patient First assured myself and Anthem rep that my bill was sent back to claims for review and recoding. It was again, for the 4th time I believe, sent back to Anthem incorrectly coded at which point Anthem emailed me again asking me to contact provider for correct coding so they could process. I have been pleasant and patient and given them every opportunity to fix this. They even stated once it got fixed, I would have to call them back and request my refund be sent from hold in my account. I have never ever had this much problem with anybody trying to resolve an account dispute. They are obligated to folllow agreed upon prices as an in-network provider and should have never charged me. It is their error in coding that has caused this issue. I just want my money back and the correct coding sent to my insurance company. I will never use this provider again.

  

  Business Response

  Date: 12/12/2023

  Due to the absence of an ROI on file, the patient will be directly contacted.

   

  Thank you.