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:02/27/2024

  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.

  You were previously told there was no insurance coverage. The insurance on the screen is not mine. ( Screen show anthem of **********) I live in **. I do not have that insurance. It is impossible to remove insurance from the web site. Your site is in error. I am a cash pay only customer. You made an arrangement for 59 dollar visit which I was told was the cost. Your billing practices are worng. The insurance listed is not mine. I am notifying you in writing that your billing is faulty. Fifty nine dollars for the visit. That is the amount that I was told and fair amount. You need to itemize in writing to me what you are billing for, and which dates, as your own team as helped me schedule and reschedule when doctor canceled. PLenty of problems on your end, is possibly why the insurance was chosen by yoiur end. On my end, I pay the 59 dollar without insurance. You can not bill me for a mistake on your end . I am a very long time loyal customer. Your company deserves the 59 payment per visit as marked on my account. I have screenshots. I expect this matter handled today, as it is quite upsetting. Provide information on booking as well. We were on hold for extremely long periods of time just trying to straighten out issues on the site, The chares in January of approx 100 dollars and 200 dollars were not authorized. My credi card statement shows that the payments were authorized by ***, but I did not even know about these charges. This I believe are fraudulent charges. I am more than willing to pay the 59 dollars per ****** as agreed upon. Any more is just an online company scamming a customer. Again , your company we notified no insurance prior. I was a cash pay only customer....Next steps for me include the ********************, credit card dispute, and my lawyer if need be. Your reputation is going to be affected if it turns out that these were faulty and fraulent billing practices. Again, when I use the doctor I click self pay for 59 dollars....Fix this immediately Provide itemized accounts of all transactions, cancellations....etc HOw can there be nobody to speak to at a billing department? You do not have a phone for your billing issues? Howw can anybody fisx a billing problems with no phone support....Your email support alone is lacking....

  

  Business Response

  Date: 02/28/2024

  Thank you for bringing this consumer complaint to our attention, and for the opportunity to respond. At the time of booking, we provide an estimate of a consumers out-of-pocket expenses based on the details provided to us by their insurance provider. 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.

  We submitted a claim to the consumer's insurance company and the insurance plan stated that the patient responsibility is higher than what was anticipated resulting in an outstanding balance after their visit. We run all of our insurance claims out of ********** because our business office is based out of *************. This does not affect their copay or claim in any way. 

  his information is shared in a variety of ways in our Terms of Use which can be found on our website and in our emails. One important section to note is Charges on Your Billing Account. In this section, it states that PlushCare has the right to bill the Payment Method that the member has on file. Another important section is Membership Fee in which it states that, If you do not have insurance coverage for the Services, or if payment or coverage is denied by your health plan or employer, and you have used the Services, you acknowledge and agree that you will be personally responsible for all fees or charges. PlushCare cannot guarantee that your health plan or employer provider will cover these fees or charges.

  We have been attempting to collect on this payment for at least 90 days and multiple messages have been sent to the consumer through email and our mobile application, seeking resolution and payment for the outstanding balance. We also provided several notices to the consumer that their method of payment would be automatically charged on the date specified.

  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.

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21355716
  
  I am rejecting this response because: They are scamming saying I have Anthem imsurance and that I have a 5 dollar copay and am in network. I told them NO INSURANCE...SELF PAY ONLY.. THEY PUT SELF PAY PRICE ON MY ACCOUNT ..send screenshot THIS IS LUNACY....WHY WOULD ANYBODY BILL NON EXISTING INSURANCE?  THEY ARE GETTING PAID TWICE AS MUCH AT MY EXPENSE!! SCAM..I HAVE NO INSURANCE FOR THEM!!!!! SELF PAY ONLY ...(THERE ARGUMENT DOES NOT HOLD TRUE SINCE SELF PAY WITH 59 price) 
  Complaint: 21355716
  
  I am rejecting this response because: ************ had already made multiple bllling mistakes. The billing department acknowledged the problem and provided me with credits on my account.( sent screenshot ) They also provided me with a 59 dollar payment per vist stored on my account.( SENT SCREEN SHOT) At the time of issuing me the credits, company was informed there was no coverage by my insurance and that insurance was not usable. I was a self pay paitent, at the 59 dollar price. The website left the faulty insurance lisitng on the site. They were notified it was not usable since the ***** restrictions changed for telemedicine. I continued to use thier service as a self pay customer.  There response  does not adress the previous billing issues, the credits on my account for the problems on their end.(sent screen shot) They should not say that you are covered, and say you are in network, and say you have a 5 dollar copya when you have no coverage. This is fraudulent. I informed them with CERTAINTY that I have no coverage for their service. I would always be self pay.  THey have their agents reschedule appointments and  they most likely hit the insurance button. However, the insurance should have been removed. It is interesting how they will not take the INVALID information off the site. It is a very shady practice. They need to be held accountable for having ZERO TRANSPARENCY.  
  
  Plushcare's response stated "We submitted a claim to the consumer's insurance company and the insurance plan stated that the patient responsibility is higher than what was anticipated resulting in an outstanding balance after their visit". This is a false statement. THERE IS NO COVERAGE. I would not submit to insurance when I know there is not coverage. I would not submit to insurance knowing that ***** care would charge MORE than my self pay price. This was resoved over previous billing dispute going back about 2 years. Plushcare is INTENTIONALLY billing insurance when it has NOT BEEN AUTHORIZED TO DO SO. They have found a way to get double or more for the same office visit that I could opt to SELF PAY. This is a SCAM...I am only self pay becuase I can not afford to pay doulbe or more for each visit. THESE ARE UNATHORIZED BILLING ERRORS. This is not a surpise situation where I was surprised my insurance did not pay. I KNOW I DO NOT HAVE COVERAGE FOR PLUSHCARE..this is why I am self pay...They are fraudulently using scammy pracitces. It needs to be stopped. I agree to pay my self pay price. 
  
  Another false claim "We run all of our insurance claims out of ********** because our business office is based out of ****************** DO NOT HAVE ANTHEM INSURANCE.  I have Horizon and it does not cover PLUSCHARE as i found out two years ago. I did not put anthem on the website.  Another fraudulent problem.
  
  So in closing, I dispute Pluscare's defense saying the fine print said they could charge my card if a balance remained, when using insurance. I reject this because I AM SELF PAY, I do not use insurance. They fraudlently through deception, or possible just bad billing practices or mistakes, put my visit as insurance and not self pay. They receive twice the money for the same visit. I know this, and have received a credit for their bad practices which I thought was resolved. They are FALSELY advertising that I only have a five dollar copay and I am in network. This say I have anthem insurance..which I do not have, ( their sited says anthem and I have Horizon). Therfore they falselay and withought authorization made unautorized charges to my credit card. Also, if interested, previous problem Plushcare billed me for another customers device.  They snet another patients information and a bill for treatment to me!!  This has been ongoing with them and they do not have anybody to speak with on the phone that handles billing to fix. So although they said they emailed me about a bill. I could not talk to anybody and was stuck with no resolve from thsi company.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/07/2024

  Thank you for forwarding the consumer's response. We sent a refund request to our Billing/RCM team - this can take 2-4 weeks for reviewal and refund. 

• Initial Complaint

  Date:02/26/2024

  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 have been trying to cancel my membership via the link on the app, the website and through the email address they present. The links will not work and disable the site as well as no one will reply to my email about canceling. I am not looking for reimbursement, just the proper opportunity to cancel my membership/subscription.

  

  Business Response

  Date: 02/28/2024

  Thank you for bringing this consumer complaint to our attention, and for the opportunity to respond. The member contacted our support team on 2/26/24 and their membership has been cancelled. We appreciate this feedback and will escalate this bug to our engineering team to review and advise. 

   

  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:02/25/2024

  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.

  I had cancel a subscription service on 8/8/24 been charged every month since.8/9/23 for ***** 9/9/23 for ***** 10/9/23 for ***** 11/9/23 for ***** 12/9/23 for ***** 1/9/24 for ***** 2/9/24 for ***** Recent call with Plushcare rep. on 2/24/24 said I used different email account which is what they used to charge me. I informed them that I don't have any other email account with them so how did they charge me. They wouldn't give me the email address they said I used. I filed fraud complaint with my Credit card company as well as a dispute, but was really mad that Plushcare had not resolved and kept billing me with a fraudulent account with an email account they would not give me and used my credit card info with a bogus account which they used to continue the charging me even though I have email of cancellation (attached email).

  

  Business Response

  Date: 02/28/2024

  Thank you for bringing this consumer complaint to our attention, and for the opportunity to respond. Our team spoke to the member on 2/24/24 confirming that we have cancelled and refunded membership charges to the additional account that the member had with us. 

  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:02/25/2024

  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 had issues with this telehealth healthcare provider from inception of services. I have experience with multiple telehealth services, as well as male health providers. I have paid membership fees, appointments, and labs associated with receiving a male sexual health prescription. I have filed a complaint within PlushCare the first time the negligence of a vulnerable patient occurred. I had complained to the medical care coordinators and was dismissed, and flat out ignored. They claim that treating male erectile dysfunction isnt a priority saying that sending this medication isnt urgent after not being given a prescription from December 18th being the last until February 25th being the next time they filled my prescription. The first time it was from September being the last prescription and given nothing until December. I have paid the joining fee, the membership for 6 months, appointments which resulted in nothing, and lab tests being done. I have spent hundreds to get this service and mainly received snarky comments from female providers. I have not had problems with male doctors as Im sure they understand that its important to male patients to receive this care. I am reporting ******************************* for medical malpractice for negligence and dismissal. I have grown tired of paying for services not rendered. I have been given 2 prescriptions in 6 months. I have received snarky responses in email and in the chat room of PlushCare care coordinators. Making fun of me trying to receive care and having to jump through unnecessary hoops to get the prescriptions, cloaked in me not doing my due diligence in other areas and claiming they are looking out for my safety when I have shown proof that Ive taken the prescriptions for years prior.

  

  Business Response

  Date: 02/28/2024

  Thank you for bringing this consumer complaint to our attention, and for the opportunity to respond. Due to the nature of the complaint, the next best step is for the consumer to complete our Grievance Form (***************************************************************************************************) so our team of medical directors can review and appropriately advise. 

  Once the form has been completed, our medical directors will be addressed 21 days of form completion and we will notify the consumer of the outcome of this review within 30 days. 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:02/23/2024

  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 had a less than 10 min video chat with one of the doctors 10/2023. She was late to the call, she appeared to be reading off of a pre-written script and overall ***** really help me much, tossed a prescription my way and that was that. I was under the assumption and told that using plush was in my insurance network and from past experience, sometimes it takes a while for my employers insurance to clear charges. After the fact plush told me that it was not and my insurance company only covered $15.00 of my charge. They then started spamming me emails a month or so later saying that I owed $143.00 for the 10 min video call I had. I do not agree with these charges at all and was in the process of straightening things out with my insurance company as an employee informed me that it sometimes takes 2-3 months for insurance to clear tele health payments. I messaged plush requesting that they remove my payment info as the emails were now saying that I was going to auto pay the bill. My request was ENTIRELY ignored, I believe this was intentional. A few days later they withdrew $143.00 from my account without my consent after I requested removal of payment info. I then called plush and asked why my request was ignored and she said oh for some reason your request was closed immediately in our system I do not believe this was the case. I was then told that I will not be refunded and was sent a copy of a few lines from their terms and conditions. In summary the doctor ***** help me, they misinformed me that insurance would cover the service, they ignored my request to remove my debit card info and then stole my money.

  

  Business Response

  Date: 02/28/2024

  Thank you for bringing this consumer complaint to our attention, and for the opportunity to respond. At the time of booking, we provide an estimate of a consumers out-of-pocket expenses based on the details provided to us by their insurance provider.

  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.We submitted a claim to the consumer's insurance company and the insurance plan stated that the patient responsibility is higher than what was anticipated resulting in an outstanding balance after their visit.This information is shared in a variety of ways in our Terms of Use which can be found on our website and in our emails.

  One important section to note is Charges on Your Billing Account. In this section, it states that PlushCare has the right to bill the Payment Method that the member has on file. Another important section is Membership Fee in which it states that, If you do not have insurance coverage for the Services, or if payment or coverage is denied by your health plan or employer, and you have used the Services, you acknowledge and agree that you will be personally responsible for all fees or charges. PlushCare cannot guarantee that your health plan or employer provider will cover these fees or charges.We have been attempting to collect on this payment for at least 90 days and multiple messages have been sent to the consumer through email and our mobile application, seeking resolution and payment for the outstanding balance. We also provided several notices to the consumer that their method of payment would be automatically charged on the date specified.

  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:02/22/2024

  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 sent an email on February 18, 2024 stating I was 90 days past due for $163.82 and stated they would automatically withdraw this amount on the 20th. I did not receive any prior notifications concerning this bill. I contacted the company and was informed they tried to call me numerous times and they sent numerous emails. I only received 1 email and no phone calls or voicemails. Then I was told it was probably due to my insurance not covering the costs. I reviewed my insurance and noticed it was listed for ********** Blue Shield of California instead of ******** as I originally stated when I first joined. I tried to update the insurance, the software wouldn't let me. So I tried to cancel my membership, the software wouldn't let me cancel. I messaged the company requested the my membership to be cancel, since the software wouldn't let me. No response from the company. I tried calling the company...I've been on hold for 25 minutes so far with no answer. I just want to cancel this membership.

  

  Business Response

  Date: 02/28/2024

  Thank you for bringing this consumer complaint to our attention, and for the opportunity to respond. At the time of booking, we provide an estimate of a consumers out-of-pocket expenses based on the details provided to us by their insurance provider. 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.We submitted a claim to the consumer's insurance company and the insurance plan stated that the patient responsibility is higher than what was anticipated resulting in an outstanding balance after their visit.This information is shared in a variety of ways in our Terms of Use which can be found on our website and in our emails. One important section to note is Charges on Your Billing Account. In this section, it states that PlushCare has the right to bill the Payment Method that the member has on file. Another important section is Membership Fee in which it states that, If you do not have insurance coverage for the Services, or if payment or coverage is denied by your health plan or employer, and you have used the Services, you acknowledge and agree that you will be personally responsible for all fees or charges. PlushCare cannot guarantee that your health plan or employer provider will cover these fees or charges.We have been attempting to collect on this payment for at least 90 days and multiple messages have been sent to the consumer through email and our mobile application, seeking resolution and payment for the outstanding balance. We also provided several notices to the consumer that their method of payment would be automatically charged on the date specified. 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:02/21/2024

  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.

  I was in need of fast medical services and found Plushcare online. The site advertises that the company accepts most insurance. I have Carefirst Bluecross Blueshield. After utilizing their insurance checker tool provided on the website, I received confirmation that my insurance is accepted. I recently noticed a deduction of $120.89 for Plushcare from my bank account which led to me researching the charge. After researching my EOB with my medical insurance provider, I learned that my insurance did not cover the telehealth visit. Upon speaking with my insurance provider, it was explained that I was charged the amount because the telehealth provider is out of network. The amount I was billed was the price of a non-insured patient minus the $10 copay taken at the time of my visit. Plushcare was purposefully misleading in their communication and information regarding medical insurance providers that they accept. I would not have used their service if I had known that my insurance was considered out of network and would not be covered. In total, the telehealth visit with PlushCare cost me $145.88, which includes the $10 copay, $14.99 membership fee to PlushCare, and $120.89 for the visit not covered by my insurance.

  

  Business Response

  Date: 02/28/2024

  Thank you for bringing this consumer complaint to our attention, and for the opportunity to respond. At the time of booking, we provide an estimate of a consumers out-of-pocket expenses based on the details provided to us by their insurance provider. 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.We submitted a claim to the consumer's insurance company and the insurance plan stated that the patient responsibility is higher than what was anticipated resulting in an outstanding balance after their visit.This information is shared in a variety of ways in our Terms of Use which can be found on our website and in our emails. One important section to note is Charges on Your Billing Account. In this section, it states that PlushCare has the right to bill the Payment Method that the member has on file. Another important section is Membership Fee in which it states that, If you do not have insurance coverage for the Services, or if payment or coverage is denied by your health plan or employer, and you have used the Services, you acknowledge and agree that you will be personally responsible for all fees or charges. PlushCare cannot guarantee that your health plan or employer provider will cover these fees or charges.We have been attempting to collect on this payment for at least 90 days and multiple messages have been sent to the consumer through email and our mobile application, seeking resolution and payment for the outstanding balance. We also provided several notices to the consumer that their method of payment would be automatically charged on the date specified. 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:02/21/2024

  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.

  Scammish behavior. If u must sign up with them please use a card that you keep $50 in, they wnt wait for you to pay your bill. They will keep track of your card you paid your monthly membership on but bill other things on it without your permission. But they claim u gave permission. i stopped the monthly membership because why would i need to see a doctor every month? Paid way too many months, canceled and found out months later there's a $200 bill. Yes i owed them, But apparently this a company that does allow you not pay when can or want..they collected money from my bank account after 6 months.DECEPTIVE COLLECTION PRACTICES...they forced paid a bill on my card without permission. They supposedly changed their policy in Dec 2023 way after I cancelled services with them. Also when u cancel the membership, they claim that doesn't cancel the account, then u have to request to have you bank card erased from their system.. so make sure you cancel membership, cancel account, cancel your bank card (that u must wait and trust for a supervisor to do and send u the email confirmation). Their customer service machine will say a rep will be with you in 3 minutes, but it's really more like 30 minutes. They can use all the lingo they want. I hope they find themselves in a class action.

  

  Business Response

  Date: 02/28/2024

  Thank you for bringing this consumer complaint to our attention, and for the opportunity to respond. At the time of booking, we provide an estimate of a consumers out-of-pocket expenses based on the details provided to us by their insurance provider. 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.We submitted a claim to the consumer's insurance company and the insurance plan stated that the patient responsibility is higher than what was anticipated resulting in an outstanding balance after their visit.This information is shared in a variety of ways in our Terms of Use which can be found on our website and in our emails. One important section to note is Charges on Your Billing Account. In this section, it states that PlushCare has the right to bill the Payment Method that the member has on file. Another important section is Membership Fee in which it states that, If you do not have insurance coverage for the Services, or if payment or coverage is denied by your health plan or employer, and you have used the Services, you acknowledge and agree that you will be personally responsible for all fees or charges. PlushCare cannot guarantee that your health plan or employer provider will cover these fees or charges.We have been attempting to collect on this payment for at least 90 days and multiple messages have been sent to the consumer through email and our mobile application, seeking resolution and payment for the outstanding balance. We also provided several notices to the consumer that their method of payment would be automatically charged on the date specified. 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:02/20/2024

  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.

  Insurance claim denial caused Plushcare to charge my bank account ****** with only a two day notice sent via email, that I did not see until I called them and then went back and checked my emails. I will never use this service every again.. This is unfair and wrong to debit someones account with only 48 hours, notice. When we are in a recession.. I could have respected a certified letter seem like that wouldve been more appropriate, but these companies nowadays are doing some underhanded things ************ a debt.. I will never use your service again, and I will be sure to let everyone that I know not to use them!

  

  Business Response

  Date: 02/21/2024

  Thank you for bringing this consumer complaint to our attention, and for the opportunity to respond. At the time of booking, we provide an estimate of a consumers out-of-pocket expenses based on the details provided to us by their insurance provider. 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.We submitted a claim to the consumer's insurance company and the insurance plan stated that the patient responsibility is higher than what was anticipated resulting in an outstanding balance after their visit.This information is shared in a variety of ways in our Terms of Use which can be found on our website and in our emails. One important section to note is Charges on Your Billing Account. In this section, it states that PlushCare has the right to bill the Payment Method that the member has on file. Another important section is Membership Fee in which it states that, If you do not have insurance coverage for the Services, or if payment or coverage is denied by your health plan or employer, and you have used the Services, you acknowledge and agree that you will be personally responsible for all fees or charges. PlushCare cannot guarantee that your health plan or employer provider will cover these fees or charges.We have been attempting to collect on this payment for at least 90 days and multiple messages have been sent to the consumer through email and our mobile application, seeking resolution and payment for the outstanding balance. We also provided several notices to the consumer that their method of payment would be automatically charged on the date specified. 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:02/20/2024

  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 met with *************** twice. Once in July and once in August. Both times they told me her was in network and I would only be charged a $30 copayment. I made sure to check with them to make sure he would be in network. I later got billed by ***** and received an EOB from my insurance that he was in fact not in network. They didnt charge me the reduced cash rate and they didnt adjust the rate for a contracted provider. This is a scam. The No Surprises Act should protect patients against businesses like this. They lied about their provider being in network and then didnt try to even make it right. Now six/ seven months later they just auto deducted from my account. I didnt authorize this charge.

  

  Business Response

  Date: 02/21/2024

  Thank you for bringing this consumer complaint to our attention, and for the opportunity to respond. At the time of booking, we provide an estimate of a consumers out-of-pocket expenses based on the details provided to us by their insurance provider. 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.We submitted a claim to the consumer's insurance company and the insurance plan stated that the patient responsibility is higher than what was anticipated resulting in an outstanding balance after their visit.This information is shared in a variety of ways in our Terms of Use which can be found on our website and in our emails. One important section to note is Charges on Your Billing Account. In this section, it states that PlushCare has the right to bill the Payment Method that the member has on file. Another important section is Membership Fee in which it states that, If you do not have insurance coverage for the Services, or if payment or coverage is denied by your health plan or employer, and you have used the Services, you acknowledge and agree that you will be personally responsible for all fees or charges. PlushCare cannot guarantee that your health plan or employer provider will cover these fees or charges.We have been attempting to collect on this payment for at least 90 days and multiple messages have been sent to the consumer through email and our mobile application, seeking resolution and payment for the outstanding balance. We also provided several notices to the consumer that their method of payment would be automatically charged on the date specified. 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.