Complaints

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:02/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hey! So I just cancelled my Second appointment with Circle Medical. I was told to send in my medical records which I did 4-5 days before my appointment and I was told with less then 30 minutes before my next appointment these results I sent in were insufficient without any explanation as to why they were insufficient. I was told we would do an *** and then we can just schedule another appointment to go over my labs, but this charges me yet another 200$ to do an extra appointment I don't need to do. Now Because the Medical Provider will not contact me at all after giving me a notification with less than 30 minutes to my appointment I am forced into either cancelling and paying 50$ or going and having to pay another 200$ and I still have yet to get any answers from my Medical Provider other than "I Understand. Thank you for the update."I have opened a Support line in hopes to get this situated, but I have been extremely unhappy with the lack of communication there was between me and my Medical Provider after my First appointment .

  

  Business Response

  Date: 02/10/2025

  The consumer has been in contact with our support team since this complaint was filed and the request appears to be resolved. Any further communication can be done directly with our support team for further assistance. 

• Initial Complaint

  Date:01/29/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 10th 2024 i made an appointment for a weightloss shot, I paid $100 before i could even get on zoom with someone, as I am trying to zoom in Circle Medical made me download the app so i download the app as fast as possible so I dont miss my appointment, well after paying the $100 they without authorization curcle took an additional $112 out of my account.The person ***** I meet with milked that appointment promised she would help me get zepound through my insurance or help me find ********** she did not do either set up a second appointment to prescribe the zepound she never mentioned once i would be charges another $112 to write a rx circle medical took it upon themselves to take another $120 out of my account without my authorization I have never seen a bill.When i questioned them on this they said once I downloaded the app i agreed to them stealing my money. I want my money back I want a bill for what i was charged for.

  

  Business Response

  Date: 02/05/2025

  The consumer has an open and ongoing chat with a member of our Billing team in our secure HIPAAcompliant messaging system. Circle Medical will not issue any appointment charges until the appointment is completed, and the consumer has been informed of this by our team. The consumer has also been provided with the itemized statements for the 12/10 and 12/12 appointments to review, and we have confirmed that the amount due for both appointments is $233.22.
  
  Our team has reviewed this further, and both the 12/10 and 12/12 appointments have been validated as complete and billable encounters. Per the appointment notes, the consumer was made aware in the 12/10 appointment that a follow-up was necessary for their provider to complete the weight management intake and determine an effective treatment plan (including a discussion of the appropriate medication and having this prescription written).
  
  Our provider and Prior Authorizations team have also been in contact with the consumers pharmacy benefits manager and have submitted a Prior Authorization request for the consumers ******** prescription. Ultimately, the consumers plan does not cover this medication. The provider has also shared coupons with the consumer to help cover the cost of this medication.

• Initial Complaint

  Date:01/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have requested multiple times to receive an itemized statement/superbill for three appointments that I had and paid cash for (not health insurance). It has been over four weeks since the initial request and I have not received any statements as requested. On 12/5/2024 I had an appointment and paid $179.00 and on 12/10/2024 and 12/18/2024 I paid $100.00 each time.

  

  Business Response

  Date: 01/29/2025

  The consumer has an open and ongoing chat with a member of our specialized Billing team regarding the itemized bills for these three appointments (12/5/24, 12/10/24, and 12/18/24). The creation of these itemized bills has been prioritized for our medical coders and the consumer will be updated through our secure HIPAA-compliant chat. 

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22836249
  
  I am rejecting this response because:  I contacted the company over six weeks ago (see attachments) via the online chat support and requested the invoices multiple times.  I also called the company at ************ on Jan 13th and 16th to check the status, and each time I've been told it's not ready.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 02/05/2025

  Our specialized Billing team is currently processing the consumers request, and the creation of the consumers itemized invoices has been expedited. The consumer is encouraged to contact our ************ team for further information, and all updates will be relayed to the consumer through our secure messaging system.

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22836249
  
  I am rejecting this response because:

  Your specialized billing team has been currently processing my request for the past 7 weeks with no progress.  The business is encouraged to contact the consumer to respond to the message left on January 13, 2025 (see attached screenshot of the secure messaging system).

  The business can refund the total for the three appointments that invoices cannot be generated for; the total refund amount is $379.00.  The business will submit this through a direct refund through the original payment method of **** credit card.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 02/11/2025

  The itemized receipts from the consumers 12/5/24, 12/10/24, and 12/18/24 appointments have been generated and sent to the consumer via Circle Medicals secure messaging system. At this time, there are no further steps to be taken on our end, and we consider this complaint closed.

• Initial Complaint

  Date:01/19/2025

  Type:Order 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 scheduled an appointment with the provider for 1:30 on 1/19/2025. The instructions requested I download software and sign on 5 minutes before the appointment. However, I was unable to sign into the Zoom meeting. The provider did not send a Zoom link or a Zoom meeting ID. The link information was embedded in a QR code that appeared after I clicked on a button. The link took me to a ********* page that asked me to sign in with my personal or work accounts. Neither worked. I tried on multiple devices to open the Zoom meeting, which is preinstalled on all my devices, to no avail. I was accessed a $50 no show fee on top of the $25 co-pay fee. I am requesting a full refund for a technical issue caused by the medical provider. In addition, there was no support number or online human support to resolve the issue. At no time did the assigned provider reach out to ask if I had technical difficulties. Considering it was a ***** minute consultation that I had paid for, it was something the provider could have done.

  

  Business Response

  Date: 01/21/2025

  We do not charge the copay fee for appointments ahead of time, only after the appointment has been completed. The cancellation fee was charged by mistake and has already been refunded. The consumer currently has an open chat line with our support staff where we have confirmed this. There are no other balances or refunds to be processed at this time

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint to report ongoing issues with Circle Medical, including poor service, lack of communication, and unethical practices. My experience with this company has been extremely frustrating and unprofessional, and I feel compelled to bring these matters to your attention.Specific Issues:Lack of Communication Circle Medical consistently fails to respond to messages in a timely manner, leaving me in the dark about the status of my healthcare needs.Deceptive ***************************** Authorizations Circle Medical has repeatedly claimed to contact my insurance provider for authorizations, yet I have confirmed that no such calls were ever made. This misinformation has caused unnecessary delays in my care.Unethical Billing Practices When the company fails to follow through on their responsibilities, they attempt to shift the blame and charge me additional fees. This behavior is both unethical and unacceptable.Impact:Their actions have not only delayed my access to necessary care but also created unnecessary financial stress due to their mishandling of authorizations and billing. As a patient, I expect transparency, efficiency, and professionalism, none of which Circle Medical has provided.Desired Resolution:I request a thorough investigation into Circle Medicals practices, particularly their claims regarding insurance authorizations and their billing policies.I ask that any fees resulting from their negligence be waived immediately.I would like assurance that they will address their communication and operational deficiencies to prevent others from experiencing the same issues.I believe Circle Medicals actions reflect poorly on the trust and accountability that patients should expect from a healthcare provider. Thank you for your time and assistance in addressing this matter.

  

  Business Response

  Date: 01/21/2025

  Our Patient Relations team has conducted a thorough investigation into the consumers chart and the consumers communications with Circle Medical staff.
  
  The consumer has been in contact with the lead of our specialized Prior Authorizations team through our secure and HIPAA-compliant messaging system. Our Prior Authorizations team has addressed the consumers insurance authorization concern and has had extensive contact with the consumers pharmacy benefits manager. As a result of this, the consumers prior authorization concern has been resolved.
  
  Concerning the billing of the consumers previous appointment, these appointment charges have been reviewed and validated as complete and billable encounters by our Billing and Patient Relations teams. As services were rendered, no refund will be granted. At this time, there are no further steps to be taken on our end, and we consider this complaint closed.
  

• Initial Complaint

  Date:01/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I found out that the pharmacy that I had put down for my last prescription doesnt fill these types of meds and Im currently waiting on a response from CircleMedicals chat help system. I need my prescription sent to a new pharmacy but I havent received a reply yet. I only have a couple more days left of my last prescription which is why Im worrying so much. Im afraid Ill end up cold turkeying my meds which would really ****. I dont want to have to make a new appointment just to ask my provider to reorder my prescription and then pay the same amount for a normal follow up.I think this system is very flawed and they need a physical phone number or email for emergencies or urgent assistance. If anything they should implement a feature to rate your questions urgency so that people with serious worries arent waiting a week or more for a response. Overall I think they really need to change or update the way that people contact CircleMedical because I shouldnt be waiting almost a week for a response to a serious issue or even be worried that it wont be answered.

  

  Business Response

  Date: 01/08/2025

  The consumer has an open, ongoing chat with our support team and the request has already been actioned

• Initial Complaint

  Date:01/04/2025

  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.

  On Jan 3rd 2025 I had an appointment thru circle medical telehealth. I was prescribed my adhd medication. The prescription was sent to the wrong pharmacy and that pharmacy refused to fill it. I immediately tried reaching a patient provider advocate and it is now Saturday 3 days later and have gotten zero responses back and absolutely no help from anyone.

  

  Business Response

  Date: 01/06/2025

  The consumer has an open and ongoing chat with a member of our Prescription Support team in our secure, HIPAA-compliant messaging system to resolve this complaint. 

• Initial Complaint

  Date:01/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an appointment to reestablish care with circle Medical on 12/30. Since it had been over a year since sought services with them they required a physical. I told the provider that I had a physical the month previously. She said that wouldn't be good enough because it was mainly a physical for work. I was unsure when they last time I saw my pcp and offered to try and get one squeezed in this week. She said I wouldn't be able to and offered to do one herself for an additional visit charge. I agreed but when I went to online appointment she said I needed to pay for an *** to get medications. I have no cardiac history so I declined. I found a copy of my physical from my pcp from.3/24 with labs and sent them to them. She again said I needed to pay for an EKG or I would need to go somewhere else for *********************. I have requested a refund for the appointment since they never intended to provide ********************* unless I kept paying for extra appointments besides the ones for *********************. I have requested copies of all correspondence between myself, Dr ******** and the patient care advocates. They do not have any way of patients downloading conversation and the app they use blocks the user from taking screenshots of the conversations

  

  Business Response

  Date: 01/08/2025

  The consumer has an open and ongoing chat with a member of our specialized Billing team in our secure, HIPAA-compliant messaging system to address this complaint and discuss the consumers desired settlement.

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22754479
  
  I am rejecting this response because:

  The business states that they were not required to provide any services.  They state the appointment fee was for the opportunity to become a patient,  which wasn't what was stated on their site.
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 01/10/2025

  The consumers 12/30/2024 appointment was reviewed by a member of our specialized Billing Team and determined to be a completed appointment, as the consumer and their provider had a 36-minute-long assessment. As this appointment was completed in full, the 12/30/2024  appointment has been determined to be a billable encounter. This has been explained to the consumer via our HIPAA--compliant messaging system.  

• Initial Complaint

  Date:12/30/2024

  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 had an interview online appointment with Circle medical on 12/10. They received all necessary documents from n 12/13. I was there for meds management. They have done nothing. I am out of meds. I have to chat with a BOT. No other means available to reach out for help. THEY ARE INCOMPETENT AND DO NOT CARE. They should not be permitted to practice mental health care.

  

  Business Response

  Date: 01/03/2025

  The consumers complaint is being addressed in an open and ongoing chat with a member of our ************ leadership team in our secure, HIPAA-compliant messaging system.

• Initial Complaint

  Date:12/23/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been waiting for an itemized bill to submit to insurance. They state they have to back code . It has been over a month

  

  Business Response

  Date: 12/31/2024

  We apologize for the delay due to the holiday season backlog. Since the consumer was billed our out-of-pocket rates, the bills needed to be manually itemized first. The request was expedited and itemized bills provided directly to the consumer today via our messaging system