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Complaint Details
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Initial Complaint
11/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I visited the Minute Clinic on *****************, ******* on 9/13/2024 to complete a biometric screening in order to receive a credit toward my health benefits with my employer. I presented a voucher for this screening and there should be no charge to me. I also received a flu shot at the time, which my insurance would cover that cost. On 10/11/24 I called CVS Minute Clinic regarding a $174.00 charge on my credit card. I was told it was for an office visit and flu shot on 9/13/24. I explained that I had a voucher from my employer and should not have been charged and the flu shot should have been submitted to my insurance (****) and covered at 100%. I was told it would be researched and there would be a claim opened.On 11/4/24 I called CVS Minute Clinic for an update since I have not received a credit on my credit card or any correspondence from CVS Minute Clinic. I was hold for 45 minutes before a representative answered. I was told their billing system was down and I should call back later or tomorrow.
Business response
11/07/2024
Thank you for your letter concerning Ms. ***** ********* . I am pleased to report that this matter has been resolved between MinuteClinic and Ms. ***** *********.Customer response
11/13/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***** *********Initial Complaint
10/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 10/10/2024 I went to *** located at **************************************** for my yearly Covid 19 and *********************. I booked the appointment in advance from the *** website where I provided my information (insurance card, etc). I manage my prescriptions and other health details directly from the same place. When I got the shots I was not made aware for insurance purposes that coverage would be any different from usual when I purchase ***** services and prescriptions. 16 days later I was billed $444.16 after the claim was denied by my insurance provider since the bill was not received from *** or "The Minute Clinic" but a private doctor "****** ****** MD" who's address is not that of the *** I received the Vaccines at. I spent 3 hours on the phone going back and forth between my insurer and The Minute Clinic with no resolution. I was provided a new bill (attched) from the minute clinic which does not indicate "The CVS Minute Clinic" anywhere on it. So it won't be reimbursed by my provider. Further, when I inquired about the rate for services paid out-of-pocket, I was told that the 2 vaccines would cost a total of $190 but that I had to pay the insured rate regardless. If you go to the *** website an invitation to book vaccination comes right up and the rate is a quarter of what I was charged. This is bait and switch. At very least I would like to be refunded the difference between the insured rate I paid and the out-of-pocket rate--as I paid out-of-pocket.Business response
11/01/2024
Thank you for your letter concerning ********************** I am pleased to report that this matter has been resolved between MinuteClinic and Mr. ****** ****.Customer response
11/04/2024
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
****** ****Initial Complaint
10/28/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On July 16, 2024 I went to Minute Clinic in ****. I have medical insurance, but the wrong insurance nformation was in the system, but during my visit the doctor asked for my insurance card and sorted it all out, stating the cost would be the same as my copay for a doctor's appointment. On July 22, 2024, there was a charge made to my debit card for $139. Immediately called and was on the phone with an agent for over an hour. She said the wrong insurance information was still in the system, so I was charged since it seemed I did not have insurance. She sorted it all out, took my valid insurance information, and said I would get a refund in 30 days. Then, I went to the same Minute Clinic on July 24, 2024. Everything went well and I paid nothing, It was September and I still did not receive a refund for the July 16th visit. I also noticed a claim was not submitted to my insurance for the July 24th visit. I spoke to a representative via phone on September 12th for another hour and a half. She said that I was issued a refund but it was applied to the July 24th visit since the insurance information did not seem to be updated, even though someone did it twice! So she did it again, and said I would be put on the refund list. It is now October 26th and a claim still has not been filed for my July 24th visit and I have yet to receive a refund. I am beyond frustrated. $139 may not seem like a lot, but it is for me. I am a public school teacher with a limited income. I need my money back.Business response
11/06/2024
Thankyou for your letter concerning billing. MinuteClinic has made several attempts to
reach ***************** via telephone. MinuteClinic has also sent *************************** a letter advising them to
contact us should they like to resolve this matter. Please have *** ***** contact ******** ******,
Patient Support Senior Coordinator at ************ to discuss further.Customer response
11/08/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** *****Initial Complaint
10/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I visited the Minute Clinic a few times - for a sinus infection, and also for a check up that was required by my husband's *********** the time of visiting, our insurance was covered.A few months later, our insurance was no longer covered, then we started receiving bills in the mail that we owed them for blood work, visits, etc.We did try to submit directly to our insurance, but we also realized that on the bills that were sent to us, there weren't any medical codes so some things (including a flu shot) couldn't be submitted to our insurance.Very disappointed and will never go back to a Minute Clinic.Business response
11/01/2024
Thank you for your letter concerning billing. MinuteClinic has made several attempts to
reach ******* ******* via telephone. MinuteClinic has also sent ******************************* a letter advising them to
contact us should they like to resolve this matter. Please have ******* ******* contact ******** ******,
Patient Support Senior Coordinator at ************ to discuss further.Customer response
11/04/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
******* *******Initial Complaint
10/21/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
My son had an appointment in February. I paid a 20 dollar copay. Received a statement on 9/26/24 for amount due of ******. On sept 27th they charged my credit card ******. They cant explain why the amount changed. Also any payment should have been paid by health care but according to them they billed using wrong coding. I was told they would correct and resubmit and credit my card. Never received credit. Called back and was told they resubmitted a second time incorrectly. Their inability to correctly bill my insurance company is on their end. I disputed the 451 dollar charge with my credit card company based on the 200 dollar bill I received but I still need them to correctly bill insurance for the remaining ****** which they seem unable to do.Business response
10/24/2024
CLOSED BBB : Thank you for your letter concerning Mr.*** ******* MinuteClinic has made several attempts to reach Mr.Reb Rummel via telephone. MinuteClinic has also sent Mr.Reb Rummel a letter advising them to contact us should they like to resolve this matter. Please have Mr. *** ****** contact ***** ***** Patient Support Senior Coordinator at ************ to discuss further.Customer response
10/28/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ******Initial Complaint
10/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I visited the Minute Clinic for a flu shot, covid vaccine, and a TB test for work on 10/9/24. I submitted my insurance and was told insurance would cover the cost. I have now been charged twice $324 and $163 for services that should have been submitted to my insurance. I have tried calling to dispute the charges and get disconnected when I call. There is no detailed invoice for charges. Im not even sure what Ive been charged for. The visit out of pocket should have been under $100 without insurance.Business response
10/22/2024
Thank you for your letter concerning Ms.***** Blanksvard . I am pleased to report that this matter has been resolved between MinuteClinic and Ms.***** **********.Initial Complaint
10/18/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I had a virtual visit with minute clinic in which the provider said they did not provide a certain medication, despite it not being listed as restricted on their policies and the treatment being listed as available on minute clinic website. I had also been prescribed the medication through minute clinic virtual before. They still charged despite not providing the listed treatment.Customer response
10/29/2024
I have not heard from the business in response to my complaint.Business response
10/30/2024
Thank you for your letter concerning a refund. I am pleased to report that this matter has been resolved between MinuteClinic and ************Customer response
10/30/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***** *******-******Initial Complaint
10/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
1/31/2024 I went to CVS Minute Clinic at ************************************ for a Shingrix shot Sumranjit **** checked the insurance ( ******** Part A and B, AARP United Healthcare for supplemental and Aetna part D ) for the Shingrix Sumranjit said I was covered Soon thereafter I received a text /bill for 295$ from ****** ****** MD. I went back to Minute clinic and told Sumranjit and showed her the bill She said that their billing was terrible and messed up and to not give up and to keep calling and wait on hold. I asked her to doublecheck insurance cards information we gave her Sumranjit said it was all updated and emphatically said yes youre covered Four more text messages / **** kept coming over the next eight months I would call customer service and they would apologize and tell me that my insurance covered the shot and that my account would be credited and adjusted On October 11th I again got text message from ****** ****** MD and called the number provided I immediately asked to speak a supervisor. I had to go through 2 more people explaining the story situation before I was transferred to an ****** ******, she said she was head of all supervisors In speaking to ****** I tried many times to explain my situation and how mislead and patient Ive been. ****** repeatedly spoke over me while I was talking , interrupted me and told me many times over and over that youre not covered and youre responsible for $295 over and over again thats all she kept saying. I asked her why the other representatives from her company and also the on-site person at CVS clinic claim that I was covered - otherwise I wouldve never gotten a shot. She said they were all wrong and they made a mistake and parroted a lot of rude repetitive , canned responses Please see receipt attached. I paid the bill as I dont want to go into collections but I wanna be reimbursed as I was misled.Business response
10/23/2024
Thank you for your letter concerning this issue. I am pleased to report that this matter has been resolved between Minute Clinic and Ms. ****************Customer response
10/29/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
This is because in speaking with a *****, **************) a patient advocate from MinuteClinic on 10/23/34 ***** assured me that I would be credited back the $295 on my credit card.
The $295 was pending as a credit on my credit card then this morning when I checked my credit card the $295 credit was no longer pending, but disappeared instead.
Im back where I started from since February 2024. Being told that it was their error, and I would be credited back and then deceitfully not being resolved after all
Ive been trying to resolve this with the MinuteClinic representatives, supervisors since February 2024. Each time speaking to a representative from MinuteClinic I was told it was their error and I would be credited back now again through BBB. They pulled this stunt once again I have wasted literally 20+ hours on the phone trying to resolve this.
Please help me. I have kept my cool and been patient for 9 months- even though Ive had many of the minute clinic representatives speak to me with condescendingly with false claims that the charge was their error and I would be credited back. They dont know what theyre doing over there
Please help me
******** ******* *********Business response
10/30/2024
Pt left a message this morning, stating she did receive her refund back to her credit card.Initial Complaint
10/15/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I visited the Minute Clinic on 10/9/2024 to get a flu shot for my job. I have never received a proof of vaccination form and have been advised to reach out to their customer service line. You sit on hold for hours at a time to not even receive an answer. I need this proof of vaccination or I am at risk of losing my job. I am not understanding why this was not documented in my medical record in the first place or what I even have to call to get what I need.Business response
10/18/2024
Thank you for your letter concerning
***************. I am pleased to report that this matter has been resolved between
MinuteClinic and ******* ******.Initial Complaint
10/14/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
****** ***** was seen in the clinic on 1/13/2024. Insurance was not billed properly and the patient ended up paying the bill of $192. Insurance has since paid their portion and a refund is due to the patient. Last June 2024 CVS billing department was called to ask where the refund was and they stated the insurance has not paid yet. Patient had called insurance (****) and they stated they had and could state the date that the check was sent. *** stated if they didn't receive the check **** would issue another one after 180 days since the last check date. Have not received a refund yet.Business response
10/17/2024
Thank you for your letter concerning Ms.******* *****. I am pleased to report that this matter has been resolved between MinuteClinic and Ms.******* ************
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