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:10/03/2023

  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.

  The experience for my care on 4/10/23 was not good in multiple ways.I received a hearing test at patient first on 4/10/23, but the test was terribly performed. I was taken to a room that was not soundproof, and there were constant interruptions such as the air conditioning turning on, people talking near the room, and other noises which caused the test to be interrupted. The nurse performing the test had to restart the test at least 4-5 times. I do not believe the test was conducted properly and the results were not reliable. I had to go to a specialist to receive a proper hearing test since this one was so terribly done.After the hearing test, I had a consultation with a doctor about my hearing issue. The doctor did not give me much confidence in my visit. He blatantly said something like "I have not done this type of test since med school" when performing my hearing analysis. I was terrified of possible permanent hearing damage at the time, and this did not comfort me at all. The doctor's knowledge seemed to be lacking for what I needed care for, and did not make me feel comfortable receiving care here.I heard staff talking openly about my visit in the hallway through the open curtains in my patient waiting room. I heard them talking openly about "shotgun blasts" (related to my hearing damage) and how the hearing "humming test" makes them laugh when performing it. This was embarrassing and I felt like I was not being taken seriously when I was terrified about hearing damage that could affect me for the rest of my life.Overall my experience felt unprofessional and did not give me the care I was looking for, especially when I am being charged $363.92. The only good thing that came of this visit was that I received a referral letter to an ENT.I attempted to contact the corporate offices with my concerns, but received no consistent replies or updates to my case.The bill for $363.92 is totally unjustified.

  

  Business Response

  Date: 10/09/2023

  Good Afternoon, 

  Thank you for providing the patient's concern. Communication about this matter has been addressed with the patient directly. Thank you!

  Customer Answer

  Date: 10/09/2023

  [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:09/27/2023

  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.

  My ****** Insurance provider has requested that Patient First send them an itemized invoice, so a medical bill can be paid. Patient First has not responded to my providers request and continues to send me medical bills, while also applying late fee's. I have made several attempts to reconcile the bill with Patient First, but I am under able to get a hold of anyone within their billing department due to long hold times

  

  Business Response

  Date: 10/12/2023

  Good Afternoon, 

  Thank you for advising of the patient's concern. The outcome has been communicated directly to the patient. 

   

  Have a great day!

• Initial Complaint

  Date:09/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I discovered in November 2022 that I had a collections balance from Patient First. I had visited Patient First 12/4/2020 after getting into a motor vehicle accident in which they treated me. At that time they were given the car insurance information to bill for the service. Since November, I have been in frequent contact with ********** ********** who is paying for the service from the accident) and Patient First. States Farm has repeatedly reached out to me to let me know that Patient First has not sent the required paperwork for them to pay. I have spoken to Patient First ************** and they keep promising to send the paperwork but never do. I have even spoken to their collections agency (they are a part of Patient First). The collections balance is continuing to grow and Patient first is not complying with the requirements to receive payment. Unfortunately, it is affecting my credit score. Can you please help?

  

  Business Response

  Date: 09/29/2023

  Hello:

  I am writing on behalf of Patient First in response to complaint ID#******** 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.  

  At this time, we have reached out to the consumer directly with the outcome. 
  

  If you have any questions or need any further information, please feel free to contact me at the telephone number or email address below. Thank you for allowing us to address ********************** concerns. 
  

  Respectfully,
  
  *******************************
  Administrative Services Coordinator

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

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

• Initial Complaint

  Date:09/18/2023

  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.

  Each time that I visit this site I provide primary/secondary insurance. After months later after the visit I receive notices in the mail regarding balance due on my end. I am beginning to think that Patient First is trying to obtain the copay which would be an adjustment from the patient. In the past they have auto draft my account for the balance. This particular time I received a bill in the mail from visits in Jan/March for the copay. If my secondary was billed the balance would have to be adjusted stating that the primary has paid more than the allowed amount. I called on September 18th and was advised that secondary was billed and there was no response. I asked if there was any follow up and the team lead stated no we will put your account on hold and follow up. I have been through this all before so months later I will receive another statement and this process will start all over again. Poor customer service for double billing.

  

  Business Response

  Date: 09/29/2023

  I have reached out to the patient directly to address this issue.

  Thank you, 

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

• Initial Complaint

  Date:09/16/2023

  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 visited the Patient First facility located on ****************** in ************** on July 10, 2023. At the time, they copied my debit card but said no charges would be made until my insurance claim was filed. On July 20, 2023, I received a letter from Patient First stating that the claim had been processed by my insurance company (BlueCrossBlueShield) and that there was a remaining balance of $205.00. On that same day, my mother received the Explanation of Benefits (*** ) from our insurance company (as she is the primary insurance holder and I am her dependent) - the *** states that additional information has been requested from the provider of service and that we are not responsible for the charges in the amount of $205. I sent a letter to Patient First on July 22, 2023 with copies of the *** and their letter, with a cover letter asking for the billing error to be corrected and to not charge my card. I got no response from Patient First, but they charged my card $30 on August 4, 2023. On August 20, 2023, I sent them another letter with the *** (again) plus a letter from my insurance carrier dated August 7, 2023, that specified exactly what the billing error was, plus a letter from Patient First dated August 5, 2023, stating that a payment plan was set up to collect the $205 in monthly $30 increments. I have still not received a response from Patient First, they have still not submitted a corrected claim to my insurance carrier, but they charged my card another $30 on September 4, 2023. The account number with ********************** is 8********1. The **** Claim number is 23193P001652SA. I want Patient First to correct the insurance claim, delete the payment plan for $205 that I am not responsible for, refund the $60 they have already charged me for, and send a proper billing statement to me showing the date of service, the date of insurance filings, and the proper co-payment due."

  

  Business Response

  Date: 09/22/2023

  Due to no ROI, the patient will be directly contacted. 

   

  Thank you.

• Initial Complaint

  Date:09/11/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Patient First is not billing medical insurance. They are billing me before submitting the bill to my secondary insurance. Patient First is adding late fees on top of that. Patient First is committing a fraud by overcharging customers before submitting bills to ***************************** Patient First is cheating on the State of ******** ********* That is a crime that *** result in fines and jail time since they are not following State policy and overcharge or not submit claims to ******** or Medical patients.

  

  Business Response

  Date: 09/22/2023

  I have reviewed the account and requested our ******************** to review.  An adjustment has been applied to the account and is now at a zero balance.  

  I am sorry for any Inconvenience.

  Thank you, 

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

  Customer Answer

  Date: 09/22/2023

  Better Business Bureau:

  I am requesting a Confirmation Letter that this balance had been completely waived and my final balance is ZERO. Every time I called Patient First I was told the same ....that their ******************** would be reviewing the bills, and nothing was ever changed. They kept on sending me Invoices. The last customer service I spoke to told me literally that they are going to keep on billing me if I like it or not......

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

   

  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,
  
  *********************
  
  
  
  

  
  

  

  Business Response

  Date: 09/25/2023

  An itemized statement has been sent to the address we have on file.

   

  Thank you, 

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

  Customer Answer

  Date: 09/25/2023

  Better Business Bureau:

  Thank you.... I am going to close this complaint when I receiive the new inovice stating that the balance is Zero. 

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

   

  
  
  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,
  
  *********************
  
  
  
  

  
  

• Initial Complaint

  Date:09/10/2023

  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 keep receiving billing statements from Patient First for a debt that I do not owe for either date of service on May 21, 2022 or May 23, 2022. At the time of care, I provided both of my insurances (primary and secondary). After claims were submitted to both, Patient First refused to accept that my patient's responsibility is zero after both insurances made their payment to Patient First. Please see the attached Explanation of Benefits (EOBs) and recent billing statement from Patient First.

  

  Business Response

  Date: 09/15/2023

  Hello:

  *************** to Complaint ID#******** 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).  
  

  We will respond directly to the consumer with our findings.

  If you need any further assistance, please do not hesitate to contact me. My contact information is listed below. Thank you for allowing me to address **************** concerns.

  Respectfully,

   
  

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

  Administrative Services Coordinator

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

• Initial Complaint

  Date:08/31/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with Patient First I do not have a contract with them they did not provide me with the original contract as I requested

  

  Business Response

  Date: 09/08/2023

  To Whom It May ***************** am writing on behalf of Patient First in response to Complaint ID#******** 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 respond directly to the consumer with our findings. Thank you for allowing us to address the consumer's concerns.

  Respectfully,
  
  *******************************
  Administrative Services Coordinator
  ************************
  

• Initial Complaint

  Date:08/25/2023

  Type:Sales and Advertising 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 treated at the ************** location of Patient First on 1/8/2023. I never received a bill or any other communication from Patient First until 7/12 when I received a text message that stated "On 7/22/23, Patient First will charge $276.00 to your card ending in XXXX for your visit on 01/08/23. Reply HELP for help. Message and Data rates may apply." I replied HELP which only told me to visit the website for help. My card was subsequently charged. I have an EOB from my insurance provider that the bill had been processed and my patient responsibility was $0. I reached out to Patient First via email on 7/24 outlining the issue and was informed in a reply email on 7/26 that they had no record of my insurance responding but if I provided an EOB they would investigate. I submitted the requested EOB on 8/2 which was acknowledged by Patient First on 8/3. I was advised it would be sent "to our cash management to research for payment from insurance and processing of any refunds due." I received no more communication from Patient First and followed up 8/18 and received an out of office reply.

  

  Business Response

  Date: 09/11/2023

  In lieu of response, Patient First will contact the patient directly for resolution due to no signed authorization.

• Initial Complaint

  Date:08/22/2023

  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 a horrible experience with a nurse & the Medical Director at the ***********, ** location last night around 7:30pm. Ive never experience such horrible service from medical professionals ever. Please call me If its possible, can you also please pull & listen to the call from yesterday. I received my MRI results which states I have bone bruising, tears & sprain of *************** The nurse informed me that the Dr wants me to stay off my feet, keep it elevated, no ******* ****** I informed them of the pain I was in which resonates with the results & asked if I can have an out of work note since I have been unable to work. I informed them that i tried to work yesterday but was in pain. The nurse indicated No; I then expressed my concern saying I was frustrated & this was ridiculous that the Dr would know my injury & tell me to stay off my leg & keep my leg elevated but not provide a note to avoid issues with my job. I waited on hold for a long time to speak with ********************************* , only for him to come on the phone & refuse to let me talk, then he hung up the phone on me. That was extremely rude. How can this be a medical director ?Please call me *********************** ************

  Customer Answer

  Date: 08/22/2023

  Hi this is regarding unprofessional call yesterday with medical director .. Do i still need to provide medical details, etc?

   

  im requesting their senior leadership call me

  

  Business Response

  Date: 08/24/2023

  Good morning, 

  This matter was resolved on 08/22/23. 

  Thank you, 

  Patient First