Complaints

This profile includes complaints for Plushcare, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Plushcare, Inc.

  2261 Market St PMB 22930 San Francisco, CA 94114-1612

  
• 

  Plushcare, Inc.

  101 Mission St Ste 800 San Francisco, CA 94105-1744

  

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:04/15/2025

  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.

  ****** my subscription in June 2024 online and also called them and they stated they would not charge my card anymore and it continue tobe charged $20 a month for eight months. Finally caught it on my statement called them said they would remove it and then continue to charge each month despite my phone calls and complaints blaming it on some person using my credit card in their system accidentally called **** I think itsjust a scheme. People need to be alerted and stay on top of this

  

  Business Response

  Date: 04/22/2025

  Hi ***,

  Thanks for reaching out. Were sorry you had a less than stellar experience with us.?

  Thank you for bringing this to our attention, and for the opportunity to respond. 

  We greatly appreciate the feedback that we receive from our members, and we strive to provide an excellent member experience. As a one-time courtesy, we have waived the charges. 
   
  Please let us know if you need additional information. 

   

• Initial Complaint

  Date:04/07/2025

  Type:Product 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 am writing to respectfully share my experience with PlushCare, a company I initially chose with confidence due to their promise of accessible and affordable telehealth services. As a student managing tight finances, their assurance that my insurance would cover most of my visit was a significant factor in my decision to use their platform. Unfortunately, what followed has left me deeply concerned about their transparency and communication practices. First, I want to acknowledge that PlushCares interface is user-friendly, and their medical professionals were courteous during my visit. However, after receiving a bill for over 100 fare xceeding the estimated costI discovered my insurance had not covered any portion of the visit. When I reached out to their customer service team for clarification, I was disappointed to encounter indifference rather than empathy. The representative dismissed my concerns without offering solutions or acknowledging the discrepancy between their initial estimate and the final charge. As someone who admires businesses that prioritize integrity and customer care, I believe this situation may stem from an oversight rather than intent. PlushCares lack of accountability has placed an undue financial burden on me as a student, and their failure to disclose potential out-of-pocket costs upfront feels inconsistent with their advertised commitment to accessible care. My goal is not to criticize but to seek fairness: a refund for the unexpected charges or, at minimum, a thorough review of their billing communication practices to prevent similar issues for others. I remain hopeful that PlushCare values its customers trust and will take this opportunity to demonstrate their dedication to transparency.

  

  Business Response

  Date: 04/14/2025

  Hi,  
  Thanks for reaching out. Were sorry you had a less than stellar experience with us.?Thank you for bringing this to our attention, and for the opportunity to respond. 
  At the time of booking of an appointment, we provide an estimate of a consumers out-of-pocket expenses based on the details provided to us by their insurance provider. Every year your plan deductible resets, sometimes causing your copay to increase. A deductible is the amount you pay for health care services before your health insurance begins to pay.??PlushCares primary goal is to provide individuals with the best possible care. The charges help us maintain high standards of service, ensuring that you receive thorough and quality medical attention.?Following your appointment, we submitted a claim to your insurance company. However, the insurance plan indicated that your financial responsibility is higher than expected, resulting in an outstanding balance.
  
  We greatly appreciate the feedback that we receive from our members, and we strive to provide an excellent member experience. As a one-time courtesy, we have waived the charges. 

  Please let us know if you have any questions. Have a great day!

  
  

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23170098
  
  I am rejecting this response because:
  
  Sincerely,
  
  Himmy O

  Customer Answer

  Date: 04/15/2025

  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.
  
  Sincerely,
  
  Himmy O

• Initial Complaint

  Date:04/04/2025

  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 there! So back in July 2023, I did pay them for both a membership and for an appointment to get a refill on a prescription. After that, I canceled the account, or so I thought. Since then, I've been charged numerous times each month (totaling $148) for a membership I told them I wanted to cancel. I've contacted them numerous times about canceling. They claim it's being taken care of, and then I get charged the following month. On April 4, 2025, at 2:45, I called, only to be hung up on twice and told that "sometimes accounts can have duplicates made." I have no credit card info attached to them, I have no idea how they're charging my bank. I don't even have my insurance on it, which you can see in the photos attached. I don't know how or why they keep doing this.I've emailed them again, and I just want this resolved by both refunding me those charges and canceling my account once and for all.

  

  Business Response

  Date: 04/14/2025

  Hi *******,
  
  Thank you so much for contacting us and expressing your concerns. We truly appreciate your feedback and are sorry to hear about your experience.  
  
  Our billing team has looked into the matter and has processed a refund for the membership fees. We have also reached out to you directly with further details at the email address we have on file.
  
  If you have any questions or need any assistance, please don't hesitate to let us know. Wishing you a wonderful day!

• Initial Complaint

  Date:03/29/2025

  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.

  There was a promotion that they had that I called to clarify that we could sign up for a membership with the first month free and that any services that would be billed to my carrier and if that didn't work they wouldn't bill me for the first month at all. I clarified it with them on the phone and canceled the membership before the month was over. I didn't even fill the prescription. I only had two meetings with the doctor *** kept making me go for testing that I DIDNT use through PlushCare. I emailed their billing department to tell them the charge of 170 is absurd and wrong and I canceled and it was 0 for ****************************************************************** when I didn't do their blood work use their medication or sign up for their regular membership. I'm so off put by this. It's genuinely a scam. I should be charged 0 dollars. They need to fix this. They lied.

  

  Business Response

  Date: 04/08/2025

  Hi Amel, 
  Thanks for reaching out. We sincerely apologize for your recent experience with us and appreciate you bringing this matter to our attention. Thank you for the opportunity to address your concerns. 
  
  The terms and conditions of the membership were clearly outlined at the time of your booking. By confirming your appointment, you acknowledged and agreed to these terms. Please note that the 30-day free membership does not apply to appointments. In this case, we can confirm that your membership has been cancelled, and there were no membership fees charged.
  
  When you booked your appointment, we provided an estimate of your out-of-pocket expenses based on the information received from your insurance provider. At PlushCare, our primary goal is to ensure that individuals receive the highest quality care. The fees associated with our services help us maintain these standards, ensuring you receive comprehensive and quality medical attention. 
  Following your appointment, we submitted a claim to your insurance company. However, it was indicated that the insurance policy on file has been cancelled, which has resulted in an outstanding balance. Our billing team has already contacted you with further details regarding this matter.

  We greatly appreciate the feedback that we receive from our members, and we strive to provide an excellent member experience. As a one-time courtesy, we have waived the charges. 

  Please let us know if you need additional information.

• Initial Complaint

  Date:03/26/2025

  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 take levytheroxine for my thyroid and an inhaler for my asthma. I cannot obtain these items without proper Doctor authorization per usual. My issue is that PlushCare doesnt properly do their part to ensure I can get them on time. Example, their price per visit went up to 130 dollars for a video call. They charge at Booking. Today the Doctor just didnt make the appearance at the call I paid for. I am ********** so I have been without medication for a long time and am concerned for that, now the doctor doesnt show and the refund takes 5 to 10 days to receive. I have to pay again to get another appointment. There is clearly a risk the doctor will not show for that one either. Their system allows them to collect 130 dollars repeatedly on top of the annual 240 dollars I pay for the app alone, meanwhile putting me in danger of not having medication as they are prohibiting me from refills until I can make a visit. I do not feel they care if I suffer or fall ill from lack of medication as they are with holding it while not appearing for visits I pay for when the timing is crucial for me. It is beyond infuriating. This is a medical matter we are dealing with and they treat it like its just a recreational business. I do not feel they sh out Id be able to operate with such carelessness for patients. Thank you for any action you take to stop them from potentially endangering lives.

  

  Business Response

  Date: 03/28/2025

  Hi ******,

  Thank you for reaching out and sharing your concerns with us. We truly appreciate your feedback and are sorry to hear about your experience.

  We will be reaching out to you directly as we would like to connect with you to gather more information to improve your experience and explore ways, we can enhance our services moving forward.

  We look forward to connecting with you! 

• Initial Complaint

  Date:03/21/2025

  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 am a first time patient who made an appointment this morning for 1:00pm. The doctor did not show up after almost 20 minutes of me waiting on the video call. If I was charged the $125 for an appointment, I demand a full refund immediately. I also want a full refund if I am charged for joining and the membership fee ************** sorry to say this and even more sorry to see that anybody would scam people in need of healthcare. This business is a scam. Do not join! Do not trust PlushCare!

  

  Business Response

  Date: 03/28/2025

  Hi ******,

   

  Thanks for reaching out. Were sorry the appointment wasn't able to take place, as there were some technical issues. 

  We see you were able to message our Care Team who insured the appointment was fully refunded.

  Please feel free to reach out to us directly at ******************************** for any additional questions and a member of our care team can assist you.

  Thank you and hope you have a great day!

• Initial Complaint

  Date:03/15/2025

  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 very sick and was desperately looking for an urgent care visit on line. I was looking to have the zoom call with CVS which was suggested by my 40 year old daughter.. plushcare came up on my search as if it was CVS I attempted to get a hold of a ** but the connection never worked so I called my local CVS and they gave me a direct email address for CVS. I have been getting a $***** charge since 2/13/2025 it is a huge scam you cannot get anyone to answer the phone its just a recording which never connects to a person I waited in Que for over an hour its a huge rip off call yourself and see ************** I want my ***** x 2 returned to my account and want to be deleted from this racket.

  

  Business Response

  Date: 03/20/2025

  Hi, 
  Thanks for reaching out. We genuinely apologize for any dissatisfaction you experienced.

  Thank you for bringing this to our attention, and for the opportunity to respond. 

  We see you were able to call our Care Team who insured all the charges were fully refunded.

  Please feel free to reach out to us directly at ******************************** for any additional questions and a member of our care team can assist you.

  Thank you and hope you have a great day! 

• Initial Complaint

  Date:03/14/2025

  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.

  My husband died under the care of one of their physicians. He was an alcoholic and was on disability to recover and try to get his mental state healthier. The doctor didnt do any follow up with regards to him going to AA classes, believing him that he was sober, kept prescribing him more meds for anxiety and depression, etc. he ended up dying of alcohol overdose. With him passing, there was a balance left on his claim for disability that Ive been trying to get to help to take care of my children as he left behind an infant, and a five-year-old daughter. PlushCare refuses to help me with this claim by not submitting the proper document that needs to get filled out to the *** and keeps telling me I have no right to his medical records, even though I am his legal married spouse/next of kin. They refused to help me and this has been going on for several months now of trying to get this information from them stating he was ondisability under the care of ****** *** when he died. As his wife, I am entitled to the rest of his disability to take care of our children that he left behind.

  

  Business Response

  Date: 03/31/2025

  Hi ******,

  We wish to extend our sincerest condolences during this challenging time. We trust that our physicians provided the highest standard of care for the patient. 
  
  We have thoroughly reviewed all the documentation you submitted. However, as we have mentioned previously, the law does not automatically grant surviving spouses access to personal information unless they are designated as the Executor or Administrator of the patient's estate.
  
  As reiterated over the past several months, we are unable to provide any information or advance any paperwork without the appropriate legal documents. To date, we have not received any court documents appointing you as the executor or administrator of the patient's estate. Consequently, we are unable to proceed with any requests in accordance with ***** regulations.
  
  We are more than willing to discuss your request further, provided you can supply the appropriate legal documentation.

  Thank you!

• Initial Complaint

  Date:03/08/2025

  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 used their services to see a doctor in September 2022. I used my health insurance. They never informed me about a monthly membership and since then they have charged my credit card $501.00. These are deceptive practices and they should be closed down. I tried handling this on their website and over the phone to no avail. I want this membership cancelled immediately and my money refund to me. This is outrageous!!!

  

  Business Response

  Date: 03/17/2025

  Thank you for your patience! Were sorry you had a less than stellar experience with us.

  Per terms of service, when you book your first appointment, you are automatically enrolled into our membership program, which is free for the first ************************************************************************************************************************ next-day appointments, access to some of the top doctors in the country, and innovative digital health services such as in-app messaging. The membership is communicated in a multitude of ways:

  1. There is a membership tab on the top of ****************************.

  2. When you book the first appointment that enrolls you into membership there is a summary of the cost of the membership.

  3. In our welcome email, titled "Welcome to PlushCare", which details the membership benefits. 

  We have gone ahead and refunded all your membership fees as a one-time courtesy.? All membership fees were refunded to the card it was originally charged from. If this account has since been close, please contact your financial institution in order to reroute those funds. Please allow 5-10 business days for the refunds to reflect to your account depending on your bank's processing time.?You subscription has already been cancelled. 

  Let us know if you have additional questions and have a great day! 

  
  

• Initial Complaint

  Date:03/07/2025

  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.

  I used when we were out of state for my sick daughter in 10/2023. I kept getting renewal monthly charges from then thru 2/2025 even though never used again. Scam from plushcare they hide a subscription montly fee which is now $19.99. Refunded to appease me with 6 month only.

  

  Business Response

  Date: 03/17/2025

  Thank you for your patience!Were sorry you had a less than stellar experience with us.

  Per terms of service, when you book your first appointment, you are automatically enrolled into our membership program, which is free for the first ************************************************************************************************************************ next-day appointments, access to some of the top doctors in the country, and innovative digital health services such as in-app messaging. The membership is communicated in a multitude of ways:

  1. There is a membership tab on the top of ****************************.

  2. When you book the first appointment that enrolls you into membership there is a summary of the cost of the membership.

  3. In our welcome email, titled "Welcome to PlushCare", which details the membership benefits. 

  We have gone ahead and refunded all your membership fees. ?All membership fees were refunded to the card it was originally charged from. If this account has since been close, please contact your financial institution in order to reroute those funds. Please allow 5-10 business days for the refunds to reflect to your account depending on your bank's processing time.?

  Let us know if you have additional questions and have a great day!