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: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

• Initial Complaint

  Date:12/21/2024

  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.

  On 12/21/24 Circle Medical sent me an email stating that the payment for my appointment did not go through. THERE WAS NEVER AN APPOINTMENT. They are trying to bill me for an appointment that never took place. I have reported my credit card as stolen since this company is trying to steal from me. At the time of the virtual appointment, as I connected with the doctor - *. ******* - I EXPLAINED THAT I WAS TRYING TO CANCEL MY ACCOUNT DUE TO THE **** THAT I HAVE *** OPTIMA (MEDI-***) and IT STATES EXPLICITLY DURING THE ONBOARDING PROCESS THAT Circle Medical DOES NOT TAKE ***-OPTIMA OR MEDI-***. I tried canceling the appointment in the app but it kept sending me text messages that the appointment was about to start - so I did not want to be charged for missing an appointment, so I logged in to the virtual office. When the doctor came online I explained that I was cancelling the appointment for that reason AND SHE STATED THAT IT WAS CORRECT THAT THE APPOINTMENT MUST BE CANCELLED AND SHE COULDN'T EVEN SPEAK TO ME DUE TO MY INSURANCE BEING WITH ***-OPTIMA. THAT WAS AUGUST 23rd, 2024!!NOW - 4 MONTHS LATER - they are trying to bill me!??? I have decided to reach out to the better business bureau and Cal ******** I will also reach out to *********************************** Services to let them know that Circle Medical is trying to scam me.ALSO - I asked for a copy of my MEDICAL RECORD from their virtual office if their doctor conducted an assessment and/or implemented ANY MEDICAL INTERVENTION, INCLUDING PRESCRIPTIONS. I give Circle Medical PERMISSION TO EMAIL SAID MEDICAL RECORD TO my email address that they have on file.This is FRAUD and since it is impossible to contact ANYONE IN their CORPORATE OFFICE TO DISCUSS THIS ISSUE, **************** is of no help and claim they are not allowed to give me any other numbers to get a resolution to this issue, I am reporting here. Just scroll through this complaint section and it is clear.

  

  Business Response

  Date: 12/30/2024

  We have responded to the consumers email requesting more information in order to resolve this complaint directly. 

• Initial Complaint

  Date:12/19/2024

  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.

  Doctor has been withholding my medication for 2+ weeks. This is medical malpractice/negligence.After my previous PCP left the practice, Dr. ***** ******* was assigned to me. I scheduled an initial appointment to continue routine *********************, but I had to remind her multiple times after the appointment to send in my prescription. When she finally did, I was informed by the pharmacy that my medication was still being processed because they were waiting on forms that needed to be completed by her. They have since faxed the forms to her three times with no response. Since then, Ive repeatedly reached out to various ****, but they have not received any response from her either. I am now out of medication and leaving for an international trip in a few days. Despite my repeated attempts to convey the urgency of the situation, there has been no action.This level of neglect is unacceptable for any healthcare provider.

  

  Business Response

  Date: 12/31/2024

  The consumer has an open, ongoing chat with one of our team members in our secure, HIPAA-compliant messaging system

• Initial Complaint

  Date:12/19/2024

  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 full coverage through ****************** for all virtual visits. Circle medical is a virtual provider for *** and should have covered my visit to circle medical on 7/12/24. Instead circle medical charged myself personally and ***. When attempting to get my refund through my bank, UHC and calling circle no one ever responded and got my money back. I need my a refund of my money because circle medical double charged myself and my health insurance provider.

  

  Business Response

  Date: 12/27/2024

  The claim has already been reprocessed by the consumers insurance company and they completely covered the appointment cost. We refunded the consumer on 12/11/24, and the consumer should be seeing the refund reflected on their bank statement at this time. There are no further charges or refunds to be processed

• Initial Complaint

  Date:12/18/2024

  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 sought a consultation with who I thought would be a psychiatrist related to a psychiatric condition. Instead, the only practitioner they provided me an option of an appointment with wanted to send some device to do a sleep test which I am CERTAIN is not the issue. My symptoms of concern have long been present before and without any sleeping related issues. I didn't even mention any concerns about sleeping, only when asked but they are related to care for a pet. He ignored the symptoms and problems I explained I have suffered from. When I looked at their AI chat support, they had limited categories to request but repeatedly had categories related to sleep device and support for it. I ended up in tears after I got off the phone having just spoke about issues of concern that I have always struggled with and never wanted to acknowledge. Instead I learned after the appointment the practitioner is a sleep internist! I am concerned they're running some type of scam to sell or push these types of devices and any related affiliations to the business that manufactures or sells them should be investigated. Absolutely feel like I've been scammed!

  

  Business Response

  Date: 12/27/2024

  We have reached out to the consumer via chat in our secure, HIPAA-compliant app to resolve this matter further