Business Profile

Medical Service Organization

One Medical

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Complaints

This profile includes complaints for One Medical's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

113 total complaints in the last 3 years.
63 complaints closed in the last 12 months.

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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:04/30/2025
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 was charged $600 for a PHONE CALL requesting sleep meds. The meds prescribed are absolutely horrible on top of everything ******* addition, I was given estimates for 5 tiers of care/complexity - this was SECOND FROM THE TOP. What is the low complexity, 'hi, bye'?Really terrible Also tried to call and was told to request a callback. BUT, they never called back. What am I actually paying for?
Business Response
Date: 05/01/2025
Hello Cayenne,
My name is *******, and I'm part of our Patient Relations team here at One Medical. Thank you for reaching out, and I sincerely apologize for the experience you've had with us thus far.
I've connected with our billing management team, and they are reviewing the coding. You should be hearing from them in the next few days.
Thank you for your patience,
******* *.
Initial Complaint
Date:04/28/2025
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 have been a member of Amazon One Medical for a few years now while having Aetna health insurance. I had an annual wellness visit on 4/25/25 during which time I requested the completion of a preauthorization for one of my medications. I informed and explained to the practice staff that my coverage with ***** will be ending on 4/30/25 and I will temporarily have coverage with ************************ (NC ********* starting 5/1/25 and that ************************ has requested directly from One Medical preauthorization for one of my current medications. The One Medical staff (****** ********** *.) advised that because they do not accept ******** insurance they cannot complete the preauthorization form. I explained that 1. I am currently paying for the 4/25/25 visit with *************** and the completion of this form is part of my Annual Wellness Visit and 2. I am willing to self pay and prepay for continued One Medical visits once or twice a year. They informed me that it is their Practice's policy not to serve ******** members, even if they self pay and prepay for visits because they do not accept ******************* I am disappointed regarding this Practice's policy. However, I am still entitled and covered for the 4/25/25 wellness visit and should receive the service of prior authorization request fulfillment, etc.
Business Response
Date: 04/28/2025
Hello ****,
My name is *******, and I'm part of our Patient Relations team here at One Medical. Thank you for reaching out, and I apologize for the experience you've had regarding this authorization and insurance. I've spoken with the team, and you should be receiving updated communicating regarding this matter (if you haven't already).
Thank you again,
******* *.
Customer Answer
Date: 04/29/2025

Complaint: 23259107

I am rejecting this response because: I am awaiting contact with ************************ regarding receipt of the completed pre authorization form. As I mentioned in my response to your team yesterday, it is extremely disappointing from a patient care perspective that it escalated to this point to receive appropriate patient care. When you drop a patient because of their insurance, irrelevant to whether they will self pay and prepay for services, without offering assistance to ensure continuity of care with another provider and continuity of their medications, one would hope you revisit your policies to ensure proper patient care. And again, I am more concerned about other individuals who are vulnerable to these discriminatory practices and their ability to navigate a complex system to receive appropriate care.

Sincerely,

**** *********
Business Response
Date: 04/30/2025
Hi ****,
Thank you for sharing your concerns. We certainly strive to do our best by all of our patients, but contracting does limit how much care we can offer. We are in the process of reviewing these workflows and processes, and greatly appreciate your feedback.
I do see you have been in contact with the team regarding the authorization form you initially reached out about, and please continue to work with that team for next steps.
All my best,
******* *.
Initial Complaint
Date:04/24/2025
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.
Similar problem with Amazon One Medical's deceptive business practice. I subscribed to ******'s One Medical since I do not have insurance and was interested in only using it for virtual doctor appointments only. I did not use the app but followed the stream of guidance and tried to do an immediate virtual meeting. Since it was late at night none of the virtual chats were immediately available so a menu of options to schedule an appointment was made available. Nowhere was there any indication that by scheduling a meeting that was NOT covered by the ********** subscription and would incur an additional $196 fee! So, after hours of nonsensical responses from One Medical billing, apparently only via APP USE does the Amazon One Subscription apply. Nowhere that I have found does it indicate that a virtual chat is not a remote meeting...So, minimally this is poor interface design, maximally it is deceptive business practices.
Business Response
Date: 05/01/2025
Hello *****,
My name is *******, and I'm part of our Patient Relations team here at Amazon One Medical. Thank you for reaching out, and I apologize for the confusing experience you've had with us.
I've reached out to our billing management team, and they should be in contact with you this week regarding this matter.
All my best,
******* *.
Initial Complaint
Date:04/24/2025
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 January 30 of 2024 I had symptoms of influenza, and my husband had tested positive just a day before. I called One Medical in order to avoid going out to an urgent care center, so that I could get a prescription for *******. A nurse practitioner answered the phone. She simply said that it sounded like I had the flu. This was obvious as we already knew we had the flu in our house, that was not why we were calling. We were calling so I could get treatment. The nurse practitioner then said that she couldnt not help me with this over telemedicine (then what is the point?) The video call ended, and I had to call a different telemedicine service clinic. This time a doctor attended me and agreed that it was clearly the flu and the best course of action would be for a prescription of ******* to be administered. The treatment worked. To my surpsise, I received a bill from my insurance company that One Medical charged me for this "consultation". They even charged more than the actual doctor *** actually helped me treat the flu infection. I called One Medical to dispute this as I do not agree I received any service from them. They said that because someone talked to me, even if they did not provide any medical help, it still counted as a medical service that I had to pay. We researched online and there is nothing that says that an obvious flu cannot be treated with a prescription of ******* over telemedicine. That seems to be the ***le point of the concept of telemedicine, otherwise I would have gone to a clinic. This one interaction with One Medical may not have been a scam, but the result of the interaction was exactly the same as if it had been a scam...
Business Response
Date: 05/01/2025
Hello ****,
Thank you for reaching out. My name is *******, and I'm part of our Patient Relations team here at One Medical. I am sorry to hear about your experience. I have reached out to our billing team, and they will be in contact with you this week regarding this matter.
I hope you are feeling better!
All my best,
******* *.
Initial Complaint
Date:04/23/2025
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.
One Medical has refused to provide an accurate remaining balance statement. I am on a payment plan due to 2 appointments my insurance did not cover. I am receiving statements with the remaining amount due. These statements do not reflect a discount One Medical agreed to when the payment plan was set up. In addition, I reached my out of pocket maximum late last year and One Medical charged me co-pays for three appointments after I reached my out of pocket maximum. Since these were tele-health appointments, I did not realize at the time One Medical was charging the card on file. I contacted One Medical billing for a refund and after multiple follow **** I was told over the phone One Medical has applied these co-pays to my remaining balance. This is not reflected in any statements Ive received nor my current balance reflected in the One Medical app. I have requested that One Medical confirm in writing that the overpayment was applied to my remaining balance and they would not confirm in writing. My current balance is not accurate. One Medical has refused to correct it and I am concerned I will be over charged.
Business Response
Date: 04/23/2025
Hello *******,
My name is *******, and I'm part of our Patient Relations team here. Thank you for reaching out, and I am sorry to hear about the confusion you're experiencing regarding billing. I have escalated this to our ****************** team, and you can expect a response from them by the end of this week.
Thank you for your patience while we investigate this matter, and we look forward to following up with you directly.
All my best and respectfully,
******* *.
Initial Complaint
Date:04/02/2025
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.
I joined Amazon One Medical on 6/30/2024 for $9/month which includes unlimited virtual doctor visits. I had one virtual doctor visit on 7/2/2024. I then got a bill out of nowhere 9 months later for the first time for a whopping $280. I called them and they claim 1. they sent me a few bills, and 2. that I chose an "option" for paying for the virtual visit. Both are lies and a fraud/scam. They are running a scam operation, literally stealing money from clients. Action must be taken quickly against these scammers.
Business Response
Date: 04/03/2025
Hello,
My name is *** and I lead our Patient Experience team at One Medical. I'm sorry that you were confused about our services. When you logged in and booked the visit, you clicked the button in the section that states "Billed to your Insurance" and not the button in the ************** section that states "Included in membership". The Virtual Visits in this section, labeled "Urgent Video Chat" are included in your membership.
Additionally, immediately before pressing the final "Book Visit" button which you clicked to book your visit, it stated "remote visits are billed just like a standard doctor's visit. Copays and deductibles may apply.
It appears that there has already been some discussion regarding this with the billing team and we hope the in-app communication resolves this for you.
Please reach out to ********************************* if you have further questions
Best,
***
Initial Complaint
Date:03/31/2025
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.
On Feb 21 I went to see a PCP for a regular office visit at One Medical. I have an ************ plan so I asked the desk prior to the visit what the cost of the service would be. They said they could not provide any info on the cost until after the service was billed to the insurance. They would NOT provide a Good Faith ********* Later I learned that they billed almost $1100 for the 45 minute office visit of which 10 minutes was sitting in the waiting room, the cost to me almost $800. I would not have visited the office if I knew their rates were this extreme. Their billing practices are completely non-transparent and borderline illegal under the recently passed "No Surprises" Law in **********.
Business Response
Date: 04/03/2025
Hello,
My name is *** and I lead the patient experience team at One Medical. Thank you for reaching out regarding your bill. I understand you have some questions about the California no-surprises act. The no-surprises act applies to patients who are out of network with the provider they are seeing and you were in network at the time of your service.
We charge all insurances the same amount, and what we are paid or what is patient responsibility is determined by what your contract with your insurance company and the benefits you chose entail. Our charges do not determine reimbursement, the patient's policy does.
When you have insurance, the charges for your visits are not determined until after the visit is completed and coded. One Medical receives an allowable amount for your visit from your insurance company. The allowable amount is the negotiated rate between One Medical and your insurance plan. It is processed against your plans benefits, i.e. deductibles, coinsurance, and copayments, to provide you with an amount due to your provider. This is otherwise known as your patient responsibility.
Any questions you have on the amounts paid to us or assigned to you as patient responsibility can be answered by whoever provides your insurance policy and benefits, such as an employer or insurance agent. You can also find this information on the Explanation of Benefits (EOB) provided to you by your insurance company after they adjudicate your claim.
For estimates of costs, most insurance plans have websites that will estimate payments and personal responsibility for your particular policy.
We have made sure that our clinical department and certified coders review the provider notes and documentation for the visit and it was determined that the original codes used for the visit are accurate and compliant with the coding guidelines published by the American Medical Association (***). The information regarding coding guidelines and compliance is available as public documentation. I've attached a copy of the *** coding rules used to complete the coding audit/review.
We can offer an interest-free payment plan where you can set how often you pay and the amount you would like to pay monthly to reduce your balance, up to 12 months. If applicable, we also have a **************** Assistance program to which you can apply.
Best,
***
Initial Complaint
Date:03/26/2025
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 9, 2025, I had a remote video consultation with a One Medical provider through their Amazon Prime-integrated membership. I was later billed $236.50 for this visit. However, I was not informed in advance that this visit would incur any charge, nor did I receive a good faith estimate. No pricing was disclosed at the time of booking, and no confirmation was required before the visit that I would be billed at this rate.The visit lasted approximately 15 minutes. The provider was unable to review photos of my condition and offered advice (to try an over-the-counter antifungal cream) that I was already following. The quality and scope of the consultation did not reflect the fee charged.I disputed the charge with One Medical, and after several rounds of communication, they failed to provide any evidence that I explicitly agreed to the $236.50 fee prior to the visit. They only provided generic screenshots of their app interface, which were not specific to my booking. They have now stated that the balance will sit on my account and may be sent to collections.I am requesting that One Medical waive this charge or significantly reduce it. The charge was not properly disclosed, I did not consent to it, and the service provided little to no medical value.
Business Response
Date: 03/28/2025
Hello ****,
My name is ******* and I'm part of our Patient Relations team here at One Medical. Thank you for reaching out.
I have synced with our billing leadership team, and I can confirm that the information already communicated to you is the most current and accurate information regarding this case.
Thank you,
*******
Customer Answer
Date: 03/31/2025

Complaint: 23121071

I am rejecting this response because:

One Medical has failed to address the substance of my complaint. They did not provide any evidence that I was informed of the $236.50 charge before my appointment.

Instead of responding in good faith, they have repeatedly referred me to generic screenshots of their platform that do not relate to my specific booking.
The visit lasted 15 minutes and provided no medical value the provider was unable to view my photos and gave me advice I was already following.
At no point have they justified the charge or shown that I gave informed consent. They have also refused to reduce or waive the charge despite these circumstances.

I am requesting that One Medical either waive or significantly reduce the $236.50 charge. Their response here suggests a disregard for fair billing and patient trust.

Sincerely,

**** ****-*****
Business Response
Date: 04/01/2025
Hi ****,
My name is *** and I lead our Patient Experience team at One Medical. In the app we provided a screenshot of the page that you were provided at the time of booking that states that this is a billed visit. The screen states "Remote Visits are billed just like a standard doctor's visit. Copays and deductibles may apply" and the button right below that statement is the button you clicked to book the visit. We have already reviewed the charges and the codes applied and deemed them correct for the complexity of your visit. We are unable to change coding based on patient complaints or requests. We are happy to provide you with a payment plan to assist you.
Best,
***
Initial Complaint
Date:03/12/2025
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.
Over the course of the last few month I have been paying monthly fees that includes virtual visits as a part of that subscription service. attended one virtual visit after a few days after was billed a very high amount that wasnt described to me prior would be billed outside of my subscription service. I followed up after the billing where I was explained to by a tech that virtual visits were covered under the subscription. I then asked why am I being billed if this is included where I was then left with no response and continue to get no further response. Tech: *** ********
Business Response
Date: 03/13/2025
Hello ****,
Thank you for reaching out. My name is *******, and I'm part of our Patient Relations team here at One Medical. I'm sorry to hear about the confusion regarding your recent experience. I can share that we've reviewed your case, and the information shared with you already is current and most accurate. The service accessed was separate from covered membership offerings, and was managed appropriately.
Thank you again for reaching out,
Melissa
Initial Complaint
Date:03/05/2025
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.
Hello, My husband and son received each a 5-10min virtual consult simply to obtain a prescription for a celiac test for my son stomach pain. We were charged two bills of 304$ and 189$ USD One Medical did not provide a GOOD WILL ESTIMATE prior to giving the service and did not respect the online advertised price of 49$ for a virtual consult for a problem ami gd their list of accepted reasons. My husband is a doctor himself. We are appalled by the fraudulent practice of One Medical for not respecting the law and not respecting advertised costs. We tried a government dispute but we need a good will estimate to do so and one medical intentionally did not provide one. We had a flight to canada a couple of days later and have free service there, we would never had accepted to pay 450$+ for a prescription and no follow up. That is fraud.
Business Response
Date: 03/06/2025
Hello,
My name is Amy and I lead our Patient Relations team at One Medical. I'm unable to review your information in detail without your husband or sons names and an additional identifier (date of birth or email they used to sign up for One Medical). I can tell you that we always provide estimates of service on request and would encourage you to request one if you do visit us again. Please feel free to email us at *********************** with their information.
I do see you mentioned the $49 estimate and can give you additional information regarding that price. Amazon One Medical offers two options to get care. A One Medical Membership, which you have signed up for, covers 24/7 on-demand virtual care (Urgent Video Chat) through the One Medical app at no extra cost. Urgent Video Chat can not treat all conditions, and your provider may recommend an in-office visit.

Through a One Medical Membership, office visits, scheduled Remote Visits, and lab work are billed through insurance or can be paid out of pocket. One Medical accepts health plans from most insurance carriers - you can click here to see all in-network insurance plans. At the time of booking these visits, the booking site states "Remote Visits are billed just like a standard doctor's visit. Copays and deductibles may apply". This is the type of visit you booked with your One Medical Membership, therefore you received a bill like a standard doctor's visit.

The other option for care with Amazon One Medical is the Pay Per Visit option. You did not sign up for the Pay Per Visit Option for this visit. Pay per visit offers a one time virtual visit with a provider for $49 (no membership fee) to treat limited common conditions. This is separate from a One Medical Membership, since no membership is needed for Pay Per Visit. A Pay Per Visit encounter will not be in your One Medical app/chart, as it is a separate team. As a note, most of the conditions treated through Pay Per Visit can be addressed through the Urgent Video Chat at no additional cost with a One Medical Membership.
Best,
Amy
Customer Answer
Date: 03/06/2025

Hello,
The response of the One Medical team member was to explain the business model. She did not adress the issue which is that:
-the resolution team’s messages are conflicting, since January some agents say an estimate is obligatory and others say that since they are private only the fine print explains that charges can be added. In the last response, the member said that estimates are given, and in our case, it is untrue. We were NEVER told that charges would be added to the advertised price. My husband was told the price would be 49$/virtual consult.
-In the screenshot provided, you can see that this has happened to other patients. You can also see the advertised price of 49$.
-I asked for the extra fraudulent charges to be voided and to bill Cristian 49$x2 as agreed.
-The member insists that she needs the patient info but it has been provided in the numerous previous exchanges and Cristian authorized me to communicate on his behalf since he is a doctor and has no time for this non sense.

My purpose is to have a bill adjustment to 98$ usd and that is fair. As well, I want a verbal mention that they will inform future patients of these extra charges beforehand with an estimate or verbally. It is fraud.

Thank you,
Veronique
Business Response
Date: 03/07/2025
Hello,
Thank you for reaching back out with your concerns. I'm happy to access Cristians chart if you would like to provide me with a date of birth or another identifier. There is not a chart under the email address you have provided to verify that he is a patient at One Medical or access his billing information.
As for your general concerns about the $49 advertisement. The $49 pay per visit is a different service from a different provider group than the one you signed up for. If you go to https://***************** you clicked the "One Medical Membership" and signed up for a membership. This page does not discuss the $49 visit option. Had you instead clicked "Pay Per Visit" this would have taken you to the Pay Per visit provider group you did not select.
If Cristian booked the appointment through the app or the computer, when booking he would have clicked on the section that says "billed to your or your insurance" at the top section rather than the section "Get On Demand Care - included in your membership" in the second section. Finally, before the last "Book Visit" button it states "remote visits are billed just like a standard doctor's visit."
I'm sorry that you had the confusion about which service you were signing up for. If you would like to send me Cristian's information at *********************** I would be happy to look into the specifics of his bill, but at this time without the patient identification information, I'm unable to assist with the specifics of this bill or verity that he was a patient at One Medical.
Best,
Amy
Customer Answer
Date: 03/08/2025

Complaint: ********

I am rejecting this response because:
I have provided by email the DOB to Amy and there is no resolution provided. All explanations given by Amy were not given prior to requesting the service and charges were added without consent or knowledge from the patient, as well as not respecting the advertised price.
The only resolution is to adjust the bill to the proper amount of 49$ and responsibility is One Medicals to properly inform patients and not to mislead patients as One Medical does on a regular basis.

Sincerely,

Veronique *******
Business Response
Date: 03/10/2025
Hello,
Thank you for providing that information. I was able to verify with this information that you signed up for a One Medical Membership, not a One Medical Pay Per Visit. Only the One Medical Pay Per Visit is $49, and this is not the service you requested.
We have also verified that you were charged correctly for the services rendered under a One Medical Membership and that you did receive two notifications (once upon first click and one upon final verification) that this service would be charged like a regular office visit when you booked the appointment.
I also see in the chart that you received our Welcome message which provided a third notification that "Through your One Medical Membership, office visits, scheduled Remote Visits, and lab work are billed through insurance or can be paid out of pocket. One Medical accepts health plans from most insurance carriers - you can click here to see all in-network insurance plans. To add additional clarification, One Medical Memberships are not a form of insurance. If you do not have insurance, we work with you to provide care at an affordable cost to you."
I'm sorry that you missed those messages. We have verified that you have been billed correctly for the services you received.
Best,
Amy
Customer Answer
Date: 03/11/2025

Complaint: ********

I am rejecting this response because:
The explanation does not justify the fees.

Sincerely,

Veronique

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