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:02/03/2025

  Type:Billing 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 PlushCare on January 16th, 2025, for a simple appointment when my child tested positive for the flu. I am immunocompromised and needed a way to receive anti-virals when our local clinic was closed for the day. They took my insurance, ran it, and told me it was approved and my payment was going to be 25$ after insurance. I paid, had a 5 or so minute call with the assigned Doctor *** sent in the medication. On February 3rd, 2025, I received an email telling me that I owed $203.06. Had I known the charge I would have refused service as this is out of hand for a 5 minute call, and would have been free with our local hospital. It was NOT disclosed, and was a surprise bill, when they state clearly they do not participate in surprise billing. PlushCare is scamming people by telling everyone their cost after insurance will be 10-20$, and then surprise billing them hundreds after the fact. They know this and are behaving this way intentionally, lying about the price after receiving insurance, and then billing weeks later after the appointment has concluded with no repercussions. After my appointment, my wife had an account setup, was told she'd owe the same amount, and then they did the exact same thing to her as well. This is a predatory practice and knowingly deceptive.

  

  Business Response

  Date: 02/20/2025

  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 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.

  Customer Answer

  Date: 02/25/2025

  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,
  
  ** *******

• Initial Complaint

  Date:01/27/2025

  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.

  They would not help me She wanted to reimburse me and go to a urgent care then she decided to have their team call me and they did not they claim they can help you online without going to the doctor and they did not

  

  Business Response

  Date: 02/11/2025

  Hi ****,

  Thank you for reaching out and apologize for your experience! We will have our Care team reach out, please let us know if you have any additional questions or concerns. Thank you!

• Initial Complaint

  Date:01/27/2025

  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 needed an urgent care appt. and was relieved to find a company online. I made a virtual appt. and provided the required medical information, which is HIPPA protected. The doctor didnt show up at the time of the appt. and I gave up after ***** minutes. I tried to reschedule but couldnt do so within a reasonable time and window. They asked for a ****** dollar payment, and also a monthly membership fee after a 30 day trial. I tried to call the help line, and it hung up on me. Im still sick and without an appt. Please dont use them.

  

  Business Response

  Date: 02/02/2025

  Hi *******,

  Thanks for your feedback. We're sorry to hear you had a less than stellar experience with us. We'll be sure to consider your feedback as we continue to make improvements! We have also made sure your membership has been canceled to ensure no additional charges after the free 30 days. Please let us know if there is anything else we can help you with. Thank you and have a great day!

• Initial Complaint

  Date:01/25/2025

  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 made an appointment for a sever cough and congestion and told the doctor what my symptoms were and what my family currently had. They sent the wrong prescription that didnt have to do with anything with what I was experiencing. I had to call back in and the doctor wouldnt get on the phone but said they would send a cough medicine that would help with my symptoms as I couldnt sleep at night with a brutal dry tough that would keep me awake. I went to the pharmacy to get it and they sent an over the counter cough medicine that I already had tried that wasnt working. A ********* brand cough medicine. Myself and the pharmacist were shocked thats what the prescribed. I called back in the end g day 8 times to be place on hold and sent to voicemail. They told me the doctor would call me back and they never did. The last agent I talked to said there was nothing they would do and wouldnt issue any refund for not helping me out. This is why I never would recommend using this company. They dont care and dont listen to what the patients are really experiencing. Go in and see a real doctor. Online doctors will just send whatever they want and wont reply back when nothing is working. As far as I am concerned, this company is a scam and dont care to actually help people get feeling better

  

  Business Response

  Date: 02/02/2025

  Hi ******,

  Thank you for your feedback and bringing this to our attention. Were sorry about the experience youve had, and wed like to connect with you to investigate further. Can you please reach out to us directly at ******************************* or ************** as I'm unable to locate an account with the information provided. We look forward to hearing from you!

• Initial Complaint

  Date:01/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Disabled veteran Last year Ive been restricted to a wheelchair and crutches your auto immune is arthritis related and inflammation is a major problem although theres been many tests done. I dont believe we truly know exactly whats goingon for me to get this information out. I will be releasing my first podcast in March committed to help people with the alternative care. On this journey, Ive decided to stick with the medication in my opinion ************ is much safer than some of the other meds offered. I take it w food and care. I receive constant blood work. I believe i will send this horrid autoimmune into dormancy, but there is work to be done, and I choose not to destroy myself with some of the much more aggressive treatment. My Choice I discussed in detail with the doctor She agreed. *** I wanted to try the extended release versus the instant, we agreed on two prescriptions one extended 75mg and one instant. We also agreed that on my next visit I would bring my bloodwork I went to the pharmacy. Only one prescription was ready. I picked itup thinking the other was just in process and Id come back. I noticed it wasnt there. The holidays rolled in as this was back in December Finally, last week I got online began to correct this thinking I was going to have to make another appointment and spend another $130 just to speak to doctor, but that it would get reversed because it was a mistake when I got onto my portal I saw that the doctor did write two prescriptions, but they were both extended so I thought simplemistake will correct it and I called up the care team and explained what happened. This was a week ago they told me that they saw note made sense and that they would get another prescription out to me that day so I did not have to wait being I was in terrible pain. Six days later still nothing called in now they want me to pay another $130.

  

  Business Response

  Date: 02/02/2025

  Hi *******,

  Thank you for leaving your feedback! We apologize that your experience with us did not go as anticipated. The physician you saw prescribed the extended release version which was picked up at the pharmacy the same day as the appointment per the pharmacy. We did reach out to your physician of your request of the regular form of the medication who stated we would not prescribe both due to overuse and can lead to complications. We trust that your physician provided the best possible care for your condition. Please let us know if you have any additional questions or concerns, thank you!

• Initial Complaint

  Date:01/23/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/3/22 I called Plushcare and talked to a doctor to receive medication for a COVID illness. I was quite ill ands prescribed Paxlovid. I just became aware that Plushcare was charging my credit card $14.99 per month since my call in 2022, and at some point they had raised the charge to $16.99 per month. When I called them and complained to Plushcare they advised me that at some time during my original call in 2022 they would have advised me that I was also going to be charged a membership fee monthly and I had 30 days to cancel my membership. I would never have agreed to this continuing membership and being sick with COVID I believe they took advantage of my state of illness. They offered to refund the last 6 months of my payments. I also requested that they cancel the membership, which they did. In all I paid membership fees for 5 months in 2022, 12 months in 2023, 12 months in 2024 and 1 month in 2025. So 30 months of payments of at least $14.99 per month means I paid them $449.70. When I asked the person on the phone did they have any type of audit system that would have them check into accounts that had no activity for years at a time, she had no idea. I asked , what if someone had died, would they keep charging until some member of the persons family contacted them, she had no idea if they had any policy to review inactive membership accounts. It would seem to me that a company that is dealing with sick or elderly people should be more proactive in reviewing their inactive accounts. I think a full reimbursement of my membership fee would be appropriate, but as noted they would only consider 6 months of reimbursement. I think it is just a money making process for them.

  

  Business Response

  Date: 02/02/2025

  Hi Faith,

  Thank you for leaving feedback! After review of your account I see you spoke to our our Care Team and Billing Team which were able to assist you and refund your membership fees. We apologize if there are any miscommunication. Please note 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. Please let us know if you have any other questions. Thank you and hope you have a great day!

• Initial Complaint

  Date:01/23/2025

  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.

  This website is a SCAM - I tried to book an appointment with my credit card, understanding it was $129. The website reported an ERROR and no appointment was booked, but the $129 was charged. When I tried to book another appointment, it tried to bill me again so I did not follow it through and immediately reached out to customer service. They assured me it would be refunded and canceled. They then tried to bill me their $19.99 the next month, luckily my card blocked it. They sent an email saying the payment did not go through. I promptly emailed back these details. No response. The next day they tried to bill again. Sent an email, I responded with the same response. This has continued about 6 times in the past 2 weeks. They even sent an email saying this is our last attempt to bill or you will be cancelled. and they STILL continue to try to bill my card every few days. This is ridiculous. I shouldn't have to keep blocking the charges and the $129 was never refunded.

  

  Business Response

  Date: 02/02/2025

  Hi Hannah,

  Thanks for your message! We apologize for the issues you are experiencing while trying to book an appointment with a physician. I've reviewed your account and see that the appointment fee was was canceled and return to your card on file. In regards to the membership, if you do not cancel the membership our system will try to rebill failed charges. I have also gone ahead and canceled the membership effective immediately. We deeply apologize for any tech issues and please feel free to reach out with any additional questions or concerns. Thank you!

• Initial Complaint

  Date:01/22/2025

  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.

  On January 7th I scheduled a visit with Plushcare because my doctor was out of town. Also, I thought it would be good to have a backup for times as such. I scheduled my initial visit and it went well. The provider ordered labs and told me he would send in a RX when he got the labs. I sent an email through the patient portal after the provider received the labs inquiring about the *** I was advised that I needed to schedule an appointment for medication to be sent to pharmacy. This was ridiculous and not want the provider told me would happen. Why couldnt the provider communicate with me thought the patient portal? None the less, I scheduled another appointment on January 10th and was charged a $20 copay, my insurance was billed for an office visit just for the provider to tell me he was sending over the prescription. Less than 5 minute video call. The provider sent the wrong so I sent email through the portal asking the provider to correct. I was told a visit would need to be scheduled. At the point, I was very upset and advised the company through the portal that this was a scam! However, I scheduled a third appointment on January 13th , all within less than a weeks time, was charged a copay and my insurance was billed for another office visit. The doctor called me on the phone. That call lasted less than 5 minutes. A few days later the pharmacy called to advised that they needed additional information from the doctor and was having a hard time getting it. They would keep trying. Today is January 22nd. I dont have my prescription, the pharmacy called on January 21st to say they didnt hear back from the ** they will be it on hold until they get a call back. I sent an email through the portal to cancel my subscription. Now this company is billing me for additional money. How unethical is that. I filed a complaint with my insurance company advising of what I believe is fraudulent billing for the 2 additional visits.

  

  Business Response

  Date: 02/02/2025

  Hi ******,

  Thank you for leaving feedback! We're sorry to hear you had a less than stellar experience with us. After in depth review of your account it appears you were requesting a new medication in alternative to the one already prescribed. Our policy to receive an alternative medication/ dosages for this type of medication is to follow up with your physician to have appropriate documentation. As a 1 time courtesy I have written off your remaining balance due and you no longer have a balance. Please let us know if you have any additional questions or concerns. Thank you!

   

  Customer Answer

  Date: 02/03/2025

  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,
  
  ****** *****

• Initial Complaint

  Date:01/21/2025

  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.

  PlushCare has been charging my HSA **** Card without my knowledge for months.

  

  Business Response

  Date: 01/30/2025

  Hi ******,
  Thank you for reach out! After in depth review of your account I see that our team was able to assist you with the requested refund on 01/22/2025. 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!

  Customer Answer

  Date: 01/30/2025

  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,
  
  ****** *****

• Initial Complaint

  Date:01/21/2025

  Type:Billing 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 called Plushcare about a year ago to cancel a healthcare program I had for my wife. I have now been divorced for over 1 year. I called to cancel when I realized the program was still being charged to my *********** account. They told me it was completed. That was MANY months ago. The monthly amount of ***** continued to be charged to my credit card. I just realized this when ********** sent me an email notifying me of an increase in my monthly charge. I called Plushcare again and they told me they would remove the card from my account. I also called Captial One to have future debits from Plushcare denied. I would like a refund for the amount I paid from my first cancelation through a payment I just made *********** on 1/21/2025.

  

  Business Response

  Date: 01/31/2025

  Hi *****,

  Thank you for reaching out! We deeply apologize for any issues and have refunded all 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!

  Customer Answer

  Date: 02/04/2025

  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.  My credit card was refunded the money owed me.
  
  Sincerely,
  
  ***** *******