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

109 total complaints in the last 3 years.
59 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:11/05/2024
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 visited one medical for an eye issue I had on 7/3/2024. I was seen for three minutes by a nurse practioner who said he could not help and that I needed to visit an opthomalogist. I left one medical within moments of arriving and made an appointment with an eye doctor. I was told by the nurse practioner I would not be charged for the visit. The nurse called while I was in the car and said he was sorry for misinformation and that he made a mistake and he would call in a prescription. I did not use this medicine since I didn't trust his advice at this point and I was told not to use this medicine by the pharmacist and another eye doctor. SInce this appointment at one medical I am being charged $400 for their service. I have tried to dispute this bill and also tried to have the payment lowered but they have refused
Business Response
Date: 11/07/2024
Hi *****,
Thank you for reaching out and please accept my apologies for any frustration this experience has caused. I was able to review your case and have reached a resolution that will resolve this issue for you. Please be on the look out for a secure message via your app/chart. If you have any further issues or concerns please feel free to reach out us at *********************************************************. Have a great rest of your week.
Rich
Model Experience Team
Initial Complaint
Date:11/04/2024
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.
Many months ago I had OneMedical Account with Amazon Prime Subscription, the online visits supposed to be FREE but they started charging for prescription which was Weight Loss Medication (Zepbound) renewal which was much more than specialist visit, I closed my account and again I got a new bill when I called the ****************** they said this is gonna be your last bill that you are paying, 6 months later I got a new bill for $469.78 FOR WHAT ?!! I never visited an OneMedical office, never received a medical care, I have no Idea why do you keep sending me these bills, either it gets resolved here or I'll take it to court
Business Response
Date: 11/05/2024
Good afternoon,
I'm sorry to hear you have experienced some concerns related to billing. I have escalated your concern to our Senior Billing Manager for review and appropriate follow up. I anticipate you should receive a follow up response in your electronic health record in ***** hours. Although you have deactivated your membership, you'll still be able to access your account page, message page, care plan and health history page by logging in. Thank you for reaching out and you should see additional correspondence soon. Thank you,
Regards,
Rich
One Medical Model Experience
Customer Answer
Date: 11/06/2024

Complaint: 22513078

I am rejecting this response because:
The responses from the One Medical is not acceptable to me, I am writing to file a formal complaint regarding unexpected and delayed billing practices for a ****************** that occurred eight months ago. I am requesting a review and adjustment of these charges for the following reasons:

Delayed and Unexpected Billing:

The disputed Telehealth visit occurred about 8 months ago, They just issued this bill claiming my insurance won't cover the service for deductible reasons.
During these 8 months, I had already PAID two previous bills, which I believed covered all services rendered as billing department confirmed that, but they generated a new bill **** pattern of delayed billing and insurance issues appears to be a recurring problem, as evidenced by similar complaints on your BBB page

Lack any detailed breakdown of services. They simply state amounts owed without explaining what specific services are being charged for, making it impossible for me to verify the legitimacy of these charges.

Insurance Coding Concerns:
Based on other customer complaints, there appears to be a pattern of submitting incorrect codes to insurance companies
**** has resulted in denied coverage and unexpected patient charges
The timing of this bill, 8 months after service, severely limits my ability to address any insurance issues

Lack of Price Transparency:
At no point during the scheduling process or before the TELEHEALTH appointment was I informed that the visit would cost ~ $500,
The service was for a weight loss medication prescription (Zepbound) and renewal, The website advertises that prescription refills are included with membership, leading to a reasonable expectation that this service would be covered
Conflicting Information:
I previously spoke with a company representative who assured me that after paying my last bill, I would not owe anything further
Despite this assurance, I have received this new bill, **** inconsistency raises serious concerns about the reliability of their billing practices

I am requesting the following resolution:
A review and adjustment of these charges, with consideration for:

The excessive delay in billing
The lack of price transparency
Written confirmation that no additional charges will be generated after this resolution
An explanation of why this bill was sent 8 months after service

I value quality healthcare services but believe this situation requires immediate attention and fair resolution.
Sincerely
Business Response
Date: 11/08/2024
Hi Nima,
I'm writing to let you know that we have had your case reviewed by our Senior Billing Manager. It has been determined that the patient responsibility portion of your bill is the result of your visit being charged against your insurance deductible. This will be shown in the terms of your specific health plan. We are not able to discount or otherwise waive bills of this nature due to our contractual relations with insurance payers. We are happy to offer a payment plan if that would be helpful. Additional messages from our Senior Billing Manager are in your chart outlining in further detail your specific situation. I hope you find those helpful with respect to the research into your case. If you have any additional concerns please free to message in chart or via *********************************************************.
Regards,
Rich
Initial Complaint
Date:11/04/2024
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.
One medical is changing the codes used after seeing the doctor in order to drive up costs, when confronted they denied and gaslit me, refusing to provide any proof or evidence. I have evidence of the doctor admitting the correct code was used and then changed by them after the fact to charge me more. There is no contact information to escalate or receive help from superiors when dealing with the help contacts, they ignore you instead. Code used was ***** to charge me for a long visit, when code ***** was the original code provided by the doctor.
Business Response
Date: 11/05/2024
Good afternoon,
I'm sorry to hear you have experienced some concerns related to billing. I have escalated your concerns and the attached files to our Senior Billing Manager for review and appropriate follow up. I anticipate you should receive a follow up response in your electronic health record in ***** hours. Thank you for reaching out and you should see additional correspondence soon. Thank you,
Regards,
Rich
One Medical Model Experience
Customer Answer
Date: 11/06/2024

Complaint: 22512045

I am rejecting this response because: the doctor provided you the code that was used, if it was changed after the fact then there had been dishonesty in the process. I did not talk about my mental health in a way that required anything from the doctor, he simply asked me about it and I answered, depression is part of my life and I have a prior diagnoses, a therapist and a psychiatrist. You did not do anything for my depression. Nothing we did had anything to do about it, you might as well have charged me for breathing air, I am depressed its not something I should be billed for when there was 0 treatment. Disgusting. I reject this on a basis of morals, I dont care about the money.
Sincerely,

****** *****
Business Response
Date: 11/08/2024
Hi ******,
I spoke with our Senior Billing Manager and we did have a certified coder review your visit based on the *** national coding criteria, which was attached in your chart for you to review. Based on this criteria, the coder felt everything was correctly coded. We have a responsibility to accurately code visits for insurance purposes and at times our certified professional coder may alter codes based on the complexity of a visit. It is possible that this results in codes being changed to either reflect a higher level of complexity or a lower level of complexity and these changes are made in accordance with *** national coding criteria. I hope this resolves your case and please see additional information in your chart. Thank you
Rich
Initial Complaint
Date:10/16/2024
Type:Order 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 signed up for One Medical and paid an annual payment of $99. Prior to scheduling my appointments with One Medical, I spoke with one of their representatives to confirm the cost of services. I was assured that the only fee I would need to pay was the annual membership and that I was in-network with my insurance. Based on this assurance, I went ahead and scheduled my appointments.However, despite the information I was given, I was charged $389.54 for my virtual visit on 9/20/24 and $297.78 for my 9/27/24 virtual visit. The second visit was completely unnecessary. A representative confirmed in writing that I was in network and he would look into the matter. I reached out several more times for an update but I never heard back. I was then told that the employee was no longer with the company.When I complained, they lowered the bill by half, but I still feel this is completely unfair and deceptive. I was misinformed and led to believe that I would not be responsible for t these visits. One Medical should be upfront about what patients will be expected to pay BEFORE services are rendered, allowing individuals to make informed decisions.Their failure to provide clear and accurate information feels deceptive. They have taken money from me, and I am left feeling absolutely defeated.The last representative offered no remorse for the inconvenience or financial strain this has caused, simply telling me I could pursue the matter however I wished. I was shocked at the rudeness and lack of professionalism.I am deeply concerned that One Medical is misleading other patients in the same way, and I believe they need to be held accountable for these deceptive practices. I am requesting that the Better Business Bureau investigate this matter, as I feel I have been wronged and that they are getting away with unethical behavior.Thank you for your time and consideration in addressing this issue.Sincerely,****** *****
Business Response
Date: 10/18/2024
Hello *******
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 your experience. Please check your secure messages, as I have sent you a follow-up message with important information regarding this matter.
All my best and respectfully,
******* C.
Customer Answer
Date: 10/19/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22433120, and find that this resolution is satisfactory to me.

Sincerely,

****** *****
Initial Complaint
Date:10/16/2024
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.
As a 12 year One Medical loyalist, I introduced my mom ( ******* ****) who is ********** to the membership as a gift. We decided to go with One Medical on flu vaccine due to the staff quoted around $45 pricing, lower compare to CVS, ******* and Wallgreens. A $115.14 surprise bill came today made us speachless. We would not have chosen One Medical for the Vaccine if not promised to be $45, I reject this bill due to it's false advertizing and it is very sad that my go to clinic start the practice of unethically tricking patient into higher bills.
Business Response
Date: 10/24/2024
Hello,
Thank you for reaching out to us regarding your unexpected bill. I was able to review the call and it does appear that we made an error in our quoting of the expected cost range for this service. As a result, we have adjusted your bill to reflect the quote that was provided to you on the phone. We apologize for the error and thank you for continuing to be a member of One Medical.
Thank you,
***
Initial Complaint
Date:10/10/2024
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.
The company is mis-applying American Medical Association codes to online doctor visits in order to charge customers and insurance companies more. I reviewed the chart they sent with the codes as well as information regarding these codes online and did research ********* most my issue was a low complexity one because it was basically a simple conversation, one and done based on reviewing the charts. One Medical seems to be backing them as well as their billing department, so they might be working together to get more money unethically and ***** the prices. I looked online and it seems this isn't just happening to me.Furthermore, they didn't give me a 'peace of mind' quote even though they knew I didn't have insurance. They are also refusing to reply over email and leave a paper trail. I think this is because if they control the data, they can change it on their end if it is escalated.
Business Response
Date: 10/11/2024
Hello,
Thank you for reaching out regarding your concerns about the billing and coding of your visit. In review of your chart, and provided to you previously in in chart messages, your visit does fall under the "Moderate" category as it pertains to prescribing new medication and was for a chronic condition with exacerbation as your condition was presented as 1 year duration with a differential diagnosis. I see that this particular visit was also reviewed by our billing department back in June and the recode request was rejected for these same reasons listed above.
We cannot recode in order to gain coverage for patients, for compliance reasons. We only approve recode requests when the provider’s documentation in the chart notes support the recording to a more appropriate and accurate code after a certified coder has reviewed the chart documentation.  You are always welcome to request pricing information prior to your visit, which will be a range and dependent on the final visit coding.
The reason we are required to continue using our messaging portal is for your safety because our messages are encrypted and more secure than if we were to utilize email, so this allows us to ensure that all of your private health information stays safe.
Please reach out to [email protected] if you have any additional questions.
Customer Answer
Date: 10/14/2024

Complaint: 22408206

I am rejecting this response because:
it isnt a chronic condition and it hadn’t been going on for a year. It was itchy ankles after a hike within the same year that I went through you for because I wanted prescription medicine for it. Furthermore, this wasn’t based on data from another doctor.
Sincerely,

****** *************
Business Response
Date: 10/15/2024
Hello ******,
I'm sorry that you were not satisfied with our response. Our coding matches our in chart documentation from the visit and has been reviewed by our coding team and their leadership.  We cannot recode in order to gain coverage for patients, for compliance reasons. We only approve recode requests when the provider’s documentation in the chart notes support the recording to a more appropriate and accurate code after a certified coder has reviewed the chart documentation. In this case, the provider's documentation matches the coding. We are happy to provide payment options including a payment plan. Please don't hesitate to reach out to our billing team to set this up.
Thank you,
***
Customer Answer
Date: 10/16/2024

Complaint: 22408206

I am rejecting this response because:
1) your misclassification isn’t based on another doctor’s opinion or prior data. Thus, this alone means you’re doing it as a form of insurance fraud to get more money especially since this isn’t a unique case based on complaints against your company. You can’t just assume a condition is chronic.
2) I do not have insurance and you didn’t follow procedure by providing peace of mind. No accurate prior quote was provided and this is well above average.
3) the data entered on the invoice is fake. It wasn’t an in office visit. It was online via zoom. No tests were done. I’ve never been to a doctor prior.
4) the condition hasn’t been ongoing for over a year.
this is clearly fraud I’ll be escalating this to the insurance companies and government agencies.
Sincerely,

******
Initial Complaint
Date:09/27/2024
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 signed up for One Medical through ****** because it seemed like a convenient way to access medical professionals. I was dealing with a chest congestion, and as I am a professional singer, I need it solved ASAP. I did a virtual visit after digging online and finding out that it would cost generally $49 for a virtual which is fine, and I got connected to an urgent care in ** that essentially said "I can't help you. Make an in-person appointment so I can properly examine you," which is understandable, and THEN I got slapped with a $196 bill for less than a 15-minute evaluation that essentially did nothing for anybody. I spoke to their billing department and they said, "You still owe us because a service was provided." Doctors say don't ****** for resolution of symptoms and then go to assault your wallet, especially in this economy. This is the last time I try any health care system in the ***, and I've immediately cancelled my membership to One Medical. Waste of time, waste of money. Scam of a medical service, just like any medical service in this country.
Business Response
Date: 10/09/2024
Hello ****,
My name is *** **********, I am on the Patient Experience team here at One Medical. I understand there was some confusion about which Amazon One Medical service you signed up for.

Amazon One Medical offers two options to get care:

The first option, a One Medical Membership , which you have signed up for , covers 24/7 on-demand virtual care through the One Medical app at no extra cost, including “Urgent Video Chat” with licensed providers within minutes to discuss concerns face to face through the app. Urgent Video Chat and Treat Me Now 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. At the time you booked your remote visit, the booking site stated "Remote Visits are billed just like a standard doctor's visit. Copays and deductibles may apply". Therefore, you did receive a bill for a standard doctor's visit at our self pay rate of $196.

The other option for care with Amazon One Medical is the Pay Per Visit option. You did not sign up for this option. As a note, most of the conditions treated through Pay Per Visit can be addressed through the Urgent Video Chat, which are included at no additional cost with a One Medical Membership. This option, if you had signed up for it, includes $49 one time virtual visits or $29 messaging (no membership fee) to treat a common condition.

Pay Per Visit is separate from a One Medical Membership , since no membership is needed, and this team treats limited conditions. A Pay Per Visit encounter will not be in your One Medical app/chart as it is a separate team. Like a Video Chat and Treat Me Now, Pay Per Visit providers can not treat all conditions and your provider may recommend an in-office visit with your PCP.

Since you did sign up for a membership, your remote visit was charged under your membership at our Self Pay rates.

All my best,
***
Initial Complaint
Date:09/26/2024
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.
One Medical has repeatedly made administrative errors prescription Ive been taking which will lead to me going without the medication Ive been taking for 6 months with potentially harmful effects. Im running out of a medication ****** and needed a new prior authorization to get a refill. I requested this, provided a phone number for One Medical to call to expedite the prior authorization request with my insurance. I was given no timeline to complete the prior authorization despite almost running out of the medication. I requested a supervisor to connect with to try to resolve the issue more quickly. I waited on hold for a while, and eventually the representative back on the line and said that a supervisor would call me back. A supervisor never called me.Instead of submitting a new prior authorization as explicitly requested in my refill request and phone call, one medical told me that the prior authorization had been denied - this was based on a several month old request to increase the quantity of the medication for simplicity. They gave me an alternate prescription, but that ALSO required prior authorization, which they didnt provide to my insurance. I called back yet again to try to resolve and was given no information as to why the prior request didnt get fulfilled. There was also no record of my supervisor request earlier in the day. The representative was not able to process the authorization either, only submit the same request again. I requested a supervisor again, was told one would be on the phone in 1 minute. I waited 5 minutes, then hung up to avoid repeating the prior issue.This is a simple request Ive made clearly 3 times now, and 2 requests for a supervisor to get to the bottom of this have been ignored. The original prior authorization was quite cumbersome as well so Im concerned how long Ill go without the medication. Im not sure what else to do.
Business Response
Date: 09/26/2024
Hello *****,
My name is *******, and I'm a manager on our Patient Relations team here at One Medical. Thank you for reaching out, and I am so sorry to hear about the experience you've had regarding prescription prior authorizations.
I did see that the authorization issue was resolved this morning, which I was glad to see. I also have reached out to management. Please check your secure messaging for more communication regarding this issue.
Thank you again for sharing, and we appreciate your time.
All my best,
*******
Customer Answer
Date: 09/27/2024

Complaint: 22342127

I am rejecting this response because: Ill consider this issue closed once I have an appropriate explanation for why my prior authorization was so poorly mishandled and why Ive not been called by a supervisor.

Sincerely,

***** *****
Business Response
Date: 09/27/2024
Hi *****,
My name is *** and I work with ******* on the patient relations team. It looks like the issue with your prescription has been resolved based on the secure in app messages. Additionally, *******, who is a leader in our organization, reached out yesterday at 2:34 p.m. She left a voice mail and also sent a message securely in app asking for a better time to connect. If you would like to respond to that message with a good time to call, we are happy to discuss the issue further. You can also always reach out to us at ********************************* to reach our team directly.
Best regards,
***
Customer Answer
Date: 09/27/2024

Complaint: 22342127

I am rejecting this response because: Again, Ill consider this issue closed once I get a full explanation for the errors. Ive been unable to connect with ******* so far. *** if you want to try calling me directly that would be appreciated.

Sincerely,

***** *****
Business Response
Date: 09/30/2024
Hi *****,
I understand you spoke to our ********* Manager ******* last week Friday afternoon. If there is anything else we can do for you, please reach out to *********************************************************
Best Regards,
***
Customer Answer
Date: 09/30/2024

Complaint: 22342127

I am rejecting this response because: thanks ***, Ill consider this closed once the thorough explanation has been provided which I believe is being investigated currently. Thank you.

Sincerely,

***** *****
Initial Complaint
Date:09/24/2024
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.
One Medical sent me a written description of the weight loss program and the medical code that would be used to charge me for part of the program. I followed their instructions and verified that code was covered by my insurance. This is problem #1 - One Medical would save everyone a lot of time and money arguing later if they verified coverage themselves.After the OK from insurance, I joined the program. Got a bill from One Medical and they are not using the code they advertised, but instead they use another (not advertised) code. That code is not covered by a copay and instead results in over $400 of charges for 20 min with a non-doctor health coach.One Medical said they fixed the issue and my bills disappeared (after hours and hours of stress). Now they are back. The same code is still there. They did NOTHING, but send the bills back to my insurance as they already were and now we are starting this argument again. One Medical is trying to say this is a deductible issue, but insurance says if they used the advertised code I would be charged the copay. It is the way they are billing me.Not having trust in a medical provider is the worst case ever. I can't trust I can get care for the cost I am told in advance of the care and to fix the issue causes emotional distress. It was not only the opposite of a program to help you lose weight, but it was one that will send you straight to emotional support food when you try to cover the hundreds and hundreds of dollars they bill you against their own promise. One Medical is a scam. They need to submit my bills again to my insurance with the code they advertised. If it is not covered by insurance then we can have a conversation, but using another code and blaming them for my deductible is BS and my insurance says One Medical is wrong. They are a scam.
Business Response
Date: 09/25/2024
Good afternoon *****,
Thank you for reaching out us with your concern, my name is **** and I'm on the Model Experience team here at One Medical. I wanted to let you know that I reviewed your case with our billing manager and I believe we have come to a resolution that addresses your concern. When you have a moment, you can view the latest message using our app, sent at 12:30 pm PST on 9/25/2024, which outlines the resolution. My apologies for any undue stress this may have caused and if you have any future concerns please feel free to reach out to us at *********************************************************. Thank you.
****
Customer Answer
Date: 09/28/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I hope this won't be what we do again in couple months. :-)

Sincerely,

***** ******
Initial Complaint
Date:09/23/2024
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.
My PCP unexpectedly went on leave 9 months ago. I have received no information regarding their return or absence. No one has filled in for them. I have routinely asked for a PCP and been told their are none accepting new patients. Both **** and *************** have told me One Medical is required to give me a PCP. I was offered a remote PCP but every time I book remote they tell me I need to physically come in due to the nature of my situation, and then I'm not able to schedule an in person appointment. They have not provided a replacement PCP at the office where my previous PCP was located, or any other nearby offices. I have asked repeatedly over the past 9 months and gotten no real answers.
Business Response
Date: 09/25/2024
Hello *****,
My name is *******, and I'm a manager on our Patient Relations team here at One Medical. Thank you for reaching out and sharing your feedback.
I sincerely apologize for the experience you've had around finding a new primary care provider (PCP). We are actively recruiting and hiring more providers all the time in order to provide everyone with multiple PCP options. We are and continue to work on this, and take this feedback seriously.
In the meantime, please be on the lookout for communications from local management about current PCP options, and we appreciate your feedback.
All my best,
*******
Customer Answer
Date: 10/02/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. At this time I would no longer like the complaint to be active.

Sincerely,

***** *****

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