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:08/18/2023

  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 first time I got the visit 4/5 bill I asked for them to review the bill as I was NOT paying $20.50 because on my EOB it stated this was the provider responsibility and that I ONLY owed $25.00. I waited for them to review this and they told me they would do this in ***** days. I then again get a bill for $45.50, I call and get the manager ****** on the phone, she tells me that my insurance company is responsible and it is called Optima HMO VI. I call my insurance company and get ****** on the phone and she said no, it is the provider responsibility and if they reviewed the EOB's they would see it says to write off the $20.50. They wrote the $20 off on the 3/23 visit but they didn't write the $20.50 on the 4/5 visit. I WILL NOT pay the $20.50, I will only pay what I am responsible for and that is $25.00 like BOTH of my EOB's state. I already paid the $25 copay from 3/23 but because of ALL this mess they state I owe $45.50 from the 4/5 visit and again I ONLY owe $25.00. I need the *** to get involved now! This has been a nightmare.

  

  Business Response

  Date: 09/11/2023

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

  Customer Answer

  Date: 09/11/2023

  I already paid my $25 copay, so I have a $0 balance now I was told. Thanks!

  
  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:08/11/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like you to investigate Patient First. I've been trying to solve a problem with them and now I found out they had took the money out of my account with out my approval. It started back in Jan of 2021 my *********** got covid-19. He went to them on 1/12/2021. I went on 1/17/2021..I gave my insurance information, I'm the primary holder. They had sent my a bill back in August or September, when I got the second notice that I owe them $146..or $148 and some change I called them in October I believe and the representative told me that it was an error on there part that my insurance certainly would take care of it disregard that bill, so I did.Fast forward here we go again I got another bill from them 7/27/2022 Stating a pmt received 10/18/2021 amount due $146.00 when I didn't respond to this bill another was sent on 8/26/2022 amount due $148.19 adding late fees!So I called them on 9/07/2022 @ 8:am spoke to *** after speaking to her for almost 1 hour trying to get this straighten out.She had told me that someone put the wrong number in for my insurance and they responded that they didn't recognize who it was (insurance company)So, patience first sent it again and the insurance responded unrecognizable. Patience first decided to take out of my checking account and still send me bills! The young lady I spoke with stated she would send to the department to have them investigate this..but I'll probably have to contact my insurance because they may not pay the bill..I think that patience first should eat this since this was their mistake in the first place. Mind you my husband claim was paid by MY insurance. Mind wasn't because of the information that was entered by their employee.I hope maybe you can investigate and bring me some justice and not let patience first get away with wrongful doing. Now they have sent my information to collections agency, I've have contacted them and disputed that I owe..still receiving.Sincerely appreciate it *******************

  

  Business Response

  Date: 08/15/2023

  I do not see a Release of Information form attached.  I have left the patient a message to call me regarding this.

  Please provide the Release of Information form.  Once received, I can provide additional information.

  Thank you, 

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

  Customer Answer

  Date: 08/24/2023

  I've been trying to faxed the documents you've requested and it keeps stating "no answer, too many attempts FAILED.

  So I took a picture of if and included it. I hope you can open and see it.

  

  Business Response

  Date: 08/28/2023

  I have spoken to this patient and addressed her concern.

   

  Thank you, 

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

  Customer Answer

  Date: 08/30/2023

  [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,
  
  *******************
  
  
  
  

  Customer Answer

  Date: 08/30/2023

  I am happy with the results of patientfirst.  Thank you so much *******************

  Best Regards 

  **********;

• Initial Complaint

  Date:08/11/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 06.18.19 I visited this business due to a sprained ankle I sustained at work. I provided them with my work information and insurance information. They informed me that if my work did not provide workers compensation, they would file a claim with my insurance. The business failed to do so within the time frame required. They billed me directly after a year when I could no longer file a claim with my own insurance. The bill went to collections and was disputed. My insurance provided proof that I did not owe money on the bill. The total amount was removed from collections on Transunion. And I subsequently received a bill totaling zero from Patient First. However, I recently learned the amount remains on my Experian account. I disputed this with my evidence from my insurance provider. However, Patient First is refusing to remove the debt. I have contacted them multiple times and forwarded the evidence from my insurance provider at the time, *********** I even requested a new itemized bill from them because my last one read that I owed zero dollars on the account. They have not responded and continue to invalidate my credit disputes.

  

  Business Response

  Date: 08/15/2023

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

  Thank you for your correspondence. 

  I have already addressed this patient's concerns directly and made her aware of the favorable outcome. 

  Respectfully,

   

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

   

   

  Customer Answer

  Date: 08/20/2023

  [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:07/23/2023

  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.

  Brought my son in to be seen for stomach issues. Was told they cant treat him unless they have a payment card on file. We had several cards that could be put on file but it was all through Apple Pay which they did not accept. All of our bills have been paid and nothing is outstanding but they still wouldnt treat him.They said if there was no card on file, we had to pay $120. Which again, we could have paid but they dont accept Apple Pay.A similar situation happened several months ago with my daughter. They would not treat her because her father (not my husband) had an outstanding medical for himself. So, since he wouldnt pay his bill, my child suffered and they wouldnt not treat her.This explains to me that as an urgent care, they really dont care how urgent your diagnosis is. All they care about is payment before anything.The refusal to treat is against the ethics of healthcare and is completely unacceptable.

  

  Business Response

  Date: 07/24/2023

  Good afternoon,

  Thank you for sharing the concerns of *****************  I was not able to locate an account(s) with the information provided, therefore can only offer general information.
  
  The payment options do not currently include Apple Pay at registration.  I am sorry to hear her children were not able to be seen for billing related reasons as I am certain that is frustrating and inconvenient.  In life threatening situations, the patient in need is assisted regardless of his or her ability to pay.  If not experiencing a life-threatening emergency, the general policy is and has been to either leave a card for processing once the claim has adjudicated with his or her insurer, or to make a deposit.  Additionally, outstanding balances are collected prior to incurring a potential new balance.  Payment plans are available to help with budgeting needs.  Patient First, despite having many locations in several states, remains a private practice.  

  Well wishes, 

  Administrative Services 

• Initial Complaint

  Date:07/21/2023

  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.

  On July 07/20/2023 my wife went to your urgent care center at 7:50 PM. The Hours said that the clinic closes at 8PM. The security guard told her that she can't be seen because it is 7:50 and the last patient is seen at 7:45PM. She is pregnant and was very sick that day. What is the point of having the office hours at 8:00 PM if you will not let the patient come in. He was very rude to her. When I called to inquire, they said that the doctor says no more patients after 7:40PM. I know that is not true because a doctor would not never say that. I had to take her to the ** because of this behavior. When I Called the next day to talk to the manager. She became very rude to me. She was saying that she will investigate the issue and get back to me. I know she will not get back to me because it will put her in trouble. She never even told me her name because she knew she rudebehavior would get her in trouble I am very much irritated at how the staff can treat a pregnant lady. This is very unethical. This falls under negligence. I will contact my attorney as well regarding this. Also when i called the manager the next day she got a tune with me saying to stop calling the business. That place is not a business. It's mostly filled with people who don't want to do their jobs.

  

  Business Response

  Date: 07/25/2023

  The patients spouse reached out to us directly and I have spoken to him myself.

   

  Thank you, 

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

• Initial Complaint

  Date:06/14/2023

  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 located at ************************************************************** on July 29, 2022. My claim was received by my insurance company ***************** on 8-1-22 and subsequently denied for no out of network benefits on 8-2-22. When I received the denial I called my insurance company in August of 2022 to ask why the clm was denied and was told that since I visited a Patient First in *********, ** that my visit was not covered as I have no out of state benefits. I explained to them that I did visit a Patient First in ********* and actually visited the one in **********, **. It turns out Patient First billed my claim using an incorrect facility id. The insurance agent called Patient First and explained the issue and was told that they would rebill my claim under the correct info. It could take up to 30 days. I checked after 30 days and my insurance company had no record of the claim being rebilled. I then called Patient First myself and was told that they would rebill again. This was in September or October of 2022. I then received a text message from Patient First in February stating that they were going to automatically take the money out of my bank account. I immediately called patient first again and explained the situation again and was told once again they would rebill. They placed a 60 day hold on my account so no money would be automatically taken. I then called my insurance company in March twice and they stated they still had no record of the rebilled claim. I spoke to Destiny at my insurance company and she also tried for an entire week to contact patient first. She called me back and said that she was never able to reach anyone at patient first. I called patient first and was told the claim was rebilled on March 26, 2023 and could take up to 30 days to show up. I then received a paper bill in the mail dated 4-1-23 I paid the $20 portion that was a copay from another dos that was paid by my insurance co. They now sent another bill with late fees.

  

  Business Response

  Date: 06/21/2023

  I spoke to patients mother on 06.20.23 to address concerns.

   

  Thank you, 

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

• Initial Complaint

  Date:06/01/2023

  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 was forced to go to PatientFirst because it was required by the Workers Compensation program to be evaluated. I went twice, on 2/28/22 and 3/5/22. Ultimately the claim was denied and they refused to pay PatientFirst for the visits. I have private insurance and PatientFirst did not submit my visits for payment in time for it to be covered by BCBS. PatientFirst had my BCBS information on file from a previous visit. They didn't call me to tell me either when Workers Comp declined the payment. They waited until way over a year later and want me to pay the full amount for the visits, $478.04, which is not fair to me, since they had my BCBS information. I submitted the claims manually to BCBS and they won't pay for the visits. Patient First should zero this bill because I received basically zero care for my injury there. They did nothing for me, not even a proper diagnosis or pain management. They should zero this balance because of their billing incompetence. My account # is 27*******. I'm also filing a complaint with my state insurance regulator.

  

  Business Response

  Date: 06/05/2023

  I have spoken to this patient.  He is satisfied with working with me directly on this issue.

   

  Thank you, 

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

• Initial Complaint

  Date:05/30/2023

  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.

  5/27/2023 listed on my credit card amount charged $10.60 do not know or recognize charge was listed as a token it is impossible to speak to a person however forward this to *****************************

  

  Business Response

  Date: 05/31/2023

  Due to no Release of Information on file, the patient will be contacted directly.

   

  Thank you

  Customer Answer

  Date: 05/31/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************************
  
  
  if there is no information on file then why are they trying to steal my money
  
  

• Initial Complaint

  Date:05/10/2023

  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 visited the Patient First located at ************************************************************** on July 29, 2022. My claim was received by my insurance company ***************** on 8-1-22 and subsequently denied for no out of network benefits on 8-2-22. When I received the denial I called my insurance company in August of 2022 to ask why the clm was denied and was told that since I visited a Patient First in *********, ** that my visit was not covered as I have no out of state benefits. I explained to them that I did visit a Patient First in ********* and actually visited the one in **********, **. It turns out Patient First billed my claim using an incorrect facility id. The insurance agent called Patient First and explained the issue and was told that they would rebill my claim under the correct info. It could take up to 30 days. I checked after 30 days and my insurance company had no record of the claim being rebilled. I then called Patient First myself and was told that they would rebill again. This was in September or October of 2022. I then received a text message from Patient First in February stating that they were going to automatically take the money out of my bank account. I immediately called patient first again and explained the situation again and was told once again they would rebill. They placed a 60 day hold on my account so no money would be automatically taken. I then called my insurance company in March twice and they stated they still had no record of the rebilled claim. I spoke to Destiny at my insurance company and she also tried for an entire week to contact patient first. She called me back and said that she was never able to reach anyone at patient first. I called patient first and was told the claim was rebilled on March 26, 2023 and could take up to 30 days to show up. I then received a paper bill in the mail dated 4-1-23 I paid the $20 portion that was a copay from another dos that was paid by my insurance co. They now sent another bill with late fees.

  

  Business Response

  Date: 05/12/2023

  Called patients mother to address issue.

   

  Thank you, 

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

  Admin Services

• Initial Complaint

  Date:04/13/2023

  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 Patient First at 995 *************** ******** ** ***** for a workers comp injury and was treated. I provided all information and phone numbers for my employer and out company nurse who handles the claims. Long story short I came back for a visit and was told I had a balance because of this claim they did not follow up with the information I provided them. I was told to see the doctor I had to pay $25 and be put on a payment plan but dont worry as soon as I provide a workers comp account number my money will be refunded and payment plan will be canceled. I did just that the person from billing promised a credit told me he had everything he needed and payment plan would be canceled. Today here we are 5 months later I am still being charged and after being transferred to 2 departments today one could see everything and couldnt help and the other days they dont see a payment plan and told me the best they could do is provide a place to send my bank records. I am upset to say the least. I asked to speak to someone else and was denied. I hung up the phone and I am filling this complaint. Since January they have taken ****** from my account

  

  Business Response

  Date: 04/14/2023

  I do not see a release of information for this patient.

  I have called and left him a message to call me directly.

  Thank you 

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

  Customer Answer

  Date: 04/14/2023

  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 will return their phone call and see how it goes.
  
  Regards,
  
  ***********************