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:04/25/2024

  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 have been desperately trying to see someone to get a work place accommodation and leave of absence filled out. I know these things take time, I waited 3 weeks for an in person doctor just for them to tell me they dont fill out the paperwork. Desperate and out of time I went to PlushCare as when I called and asked they told me they do this paperwork, I scheduled an appointment and the doctor never showed up, when calling customer care they said the doctor cancelled it in error and would like me to reschedule for the next day and they got me rescheduled. They again did not come to the appointment. I scheduled a 3rd appointment with a different doctor, morning if they have cancelled the third appointment. Ill be fired next week.

  

  Business Response

  Date: 05/03/2024

  Thank you for bringing this consumer complaint to our attention, and for the opportunity to respond. Per PlushCare policy, members are required to have established care (at least 2-3 appointments) in order for our clinicians to consider completion forms; forms are completed at the discretion of the clinician.

• Initial Complaint

  Date:04/19/2024

  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.

  Have NEVER signed up for this service. Hence my email not existing in their database. Yet my debit card (SECOND CARD) is being charged a fee. I already had to cancel last summer and get a new card and that didnt solve the problem. Fraud. Criminals.

  

  Business Response

  Date: 05/03/2024

  Thank you for bringing this consumer complaint to our attention, and for the opportunity to respond. We'd be happy to cancel and refund the membership charges however, we are unable to locate this member in our system with the information provided in the complaint. This can happen due to the following reasons:

  1. The member has an alternate email used when signing up: if this is the case, please provide the alternate email so we can check our systems

  2. The member has a family member who used their card information attached to their profile: if this is the case, please provide the last 4 digits of the card, expiration date, card type, and date of the last charge

  3. The member has fraud on their card: please have the consumer reach out to their banking institution to report the fraudulent charges

  We greatly appreciate the feedback that we receive from our members and we strive to provide an excellent member experience. Please contact me with any questions or if you require additional information to support and respond appropriately to this complaint. We look forward to an appropriate and expedient resolution, and are happy to address any further questions.

• Initial Complaint

  Date:04/18/2024

  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.

  I was charged $50 cancellation fee. I tried to connect several times with the health care provider and the call was dropped.

  

  Business Response

  Date: 05/03/2024

  Thank you for bringing this consumer complaint to our attention, and for the opportunity to respond. After looking into the consumer's case, they did not reach out to our support team to request a refund. As a one time courtesy, we've refunded the $50 fee - refunds can take 5-10 business days to reflect to the card on file. 

• Initial Complaint

  Date:04/18/2024

  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.

  I used their online system to book an appointment. Three different times I was charged for a missed appointment although I attempted to join the call, their system wouldnt load.

  

  Business Response

  Date: 05/03/2024

  The member's $50 charge was refunded on April 18th, 2024

• Initial Complaint

  Date:04/17/2024

  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.

  False advertising. This is what it advertised on its website.Ozempic (semaglutide) prescription is available online. Ozempic is a prescription drug for adults with type 2 diabetes that is used to improve blood sugar levels. Ozempic may also help with weight loss when accompanied by eating changes and exercise. Please speak to one of our trusted, board-certified doctors about how ******* could be right for you.*I made the appointment, and the doctor recommended exercising and changing my eating habits. If my problem was eating habits and exercise, I could do it myself and didn't need to pay a doctor to tell me that. Plushcare is falsely advertising that if you make an appointment with one of their doctors, you will receive OZAMPIC; there is no disclaimer that it is up to a physician to prescribe the medication. To me, it is misleading that PlushCare advertises for people to call and make appointments with their doctors and promises them that with OZAMPIC use, they will lose weight. if I don't get a refund from them I will follow up with FTC as well.

  

  Business Response

  Date: 04/18/2024

  Thank you for bringing this consumer complaint to our attention, and for the opportunity to respond. Prescriptions are given entirely at the discretion of each physician based on the consumer's health history. We will take this consumer's feedback into consideration as we continue to make improvements in the future. 

  Customer Answer

  Date: 04/19/2024

   
  Complaint: 21588778

  See above pic
  
  I am rejecting this response because: Again my question to you why you advertising for OZAMPIC on your website and misleading if you make appointment with one of your physician , I would received OZAMPIC on same day. If you say Drugs prescription are in provider's discretion, you should place a disclaimer that not all patients qualify for OZAMPIC. you are misleading people. again you ignore this complaint , it will goes to FTC. 
  
  Sincerely,
  
  Masood Safari

• Initial Complaint

  Date:04/16/2024

  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.

  Contacted business in July 2023 to cancel subscription. Had issue and they said they could not cancel but had forwarded the issue to their resolution team. Issue was never resolved and account was not cancelled, have been billed monthly since. Called company again April 11, ***************************************************************************************** July 2023 but it was not completed. I asked for cancellation and reimbursement of monthly fees collected since July 2023 of $155.90 and was told they could not cancel due to some computer issue. They once again said they submitted a ticket to their resolution center (ticket #*******) and said it would be resolved in a day or two. I called them back April 16th and told it was still being worked on. This is the same issue I ran into in July 2023 and then I forgot to follow up. I want the account cancelled and my money refunded.

  

  Business Response

  Date: 04/18/2024

  Thank you for bringing this complaint to our attention - after reviewing this case, the consumer's membership has been successfully cancelled and all membership charges have been refunded. 

• Initial Complaint

  Date:04/15/2024

  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.

  It has come to my attention that PlushCare has been deducting ***** and/or ***** from my checking account since 2022! Because my husband handles our account, all along he has assumed it was related to something else regarding my health. I have just found out about this and Ive never agreed to a membership. I have tried repeatedly to get them on the phone to no avail. I have also emailed them.Can you help me?

  

  Business Response

  Date: 04/18/2024

  Thank you for bringing this consumer complaint to our attention, and for the opportunity to respond. Per terms of service, when consumers book their first appointment, they are automatically enrolled into our membership program, which was 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 www.plushcare.com.
  2. When consumers book the first appointment that enrolls them 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.

  As a one time courtesy, we've cancelled the consumer's membership. 

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21576064
  
  I am rejecting this response because:
  You were not authorized to continue my free membership after 30 days. Nowhere does it say I am responsible for cancelling. Actually, the website cuts off mid sentence before any information regarding cancellation is provided. Very strange. I want a Full Refund!
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/13/2024

  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 was charged $16.99 for a monthly membership I was unaware of. I have never used Plushcare, and when I asked them to refund me the charge to my Discover account, they refused unless I emailed them a copy of my driver's license. The name on the account, is my 7 year old son *******************************, but my credit card was charged.

  

  Business Response

  Date: 04/18/2024

  
  
  
  
  
  
  
  
  
  
  
  
  
  
  Thank you for bringing this consumer complaint to our attention, and for the opportunity to respond. As a one time courtesy, we've cancelled and refunded the customer's membership. 
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 04/22/2024

  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.
  
  *************************************************

• Initial Complaint

  Date:04/11/2024

  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.

  After repeated attempts to cancel a membership I did not want, I can never reach anyone by phone and have waited on hold for several hours over numerous phone calls to cancel this. I have tried emailing and get an error message. Please help me to cancel this. I have no other options.

  

  Business Response

  Date: 04/18/2024

  Thank you for bringing this consumer complaint to our attention, and for the opportunity to respond. Per terms of service, when consumers book their first appointment, they are automatically enrolled into our membership program, which was 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 www.plushcare.com.
  2. When consumers book the first appointment that enrolls them 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.
  
  
  In checking our support system and with the information provided in this complaint, we do not see communication from this consumer to our support team. Customers may see membership charges to their account if they have another active account (with a different email address used) or a family member used their card information on their PlushCare account. If it's the former, we ask that the consumer provide an alternate email address so we can review our system to locate an active membership. If it's the latter, please have the account holder contact us directly or the consumer can provide the card information (last 4 digits, card type ****** etc], expiration date, and the most recent charge date) so we can manually search our payment system for the charge.
  
  
  We greatly appreciate the feedback that we receive from our members and we strive to provide an excellent member experience. Please contact me with any questions or if you require additional information to support and respond appropriately to this complaint. We look forward to an appropriate and expedient resolution, and are happy to address any further questions.

• Initial Complaint

  Date:04/09/2024

  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.

  This business preaches about no hidden charges and then went on to charge me $130 for a service they quoted me $20 for. Very deceptive. Awful customer service. When I asked for an itemized receipt they gave me a receipt that explained absolutely none of the costs. Very shady business practices.

  

  Business Response

  Date: 04/18/2024

  When you schedule an appointment with us, we make every effort to offer an accurate estimate of your out-of-pocket expenses based on the details provided by your insurance provider. However, it's important to understand that estimating costs can be complex and may not always be entirely accurate due to various factors. 
   
  To summarize the process:
   
  Your healthcare provider will submit a claim to your insurance company for the total amount of the appointment.
  The insurance company will then determine if you are eligible for any discounted rates with the healthcare provider and adjust the claim accordingly.
  If your insurance company indicates that you are responsible for more than what was initially charged, the healthcare provider will bill you for the remaining amount. 
  Rest assured that if you have overpaid, we will return your money as soon as the claim process.
  The final amount you owe can vary due to factors like the complexity of the visit and the specific coverage details outlined in your insurance plan. 
  This information is conveyed upon your appointment booking:
  
   
  Your membership has been canceled as well per your request. We deeply apologize for the confusion and inconvenience.
   
  If you have additional questions regarding your account balance or bill, please do not hesitate to let us know!