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:12/08/2024

  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.

  made online appt to have telehealth visit and the *** did not show. Tried to reschedule and they wanted to charge me again, and when I said I want to use what I already paid they refused, said I would be reimbursed in 5-10 days but had to pay again. I hope I get paid back but in the meantime it seems fraudulent to charge me twice for what I never received in the first place. I did not reschedule, and told them I think this is a scam.

  

  Business Response

  Date: 12/09/2024

  Hi ******,

  Thank you for reaching out! Upon reviewing your account, I have confirmed that you successfully met with the physician to discuss your condition. The appointment has been completed, and a medication has been prescribed to your designated pharmacy. If this is incorrect please let us know and reach out to ******************************** and we'll be happy to assist you further. Thank you and hope you have a great day!

• Initial Complaint

  Date:12/03/2024

  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.

  12/03*/2024 0815 scheduled visit paid showed up waited MD never showed up waited waited and waited did not feel good at all MD called me rudely and then was so mean like WELL DO YOU WANT ME TO CANCEL SINCE YOU ARE not HERE I was like I was there, you were not. She was like I do not appreciate the way you are speaking to me. I am thinking and said, I do not appreciate paying for an appointment time, showing up for it and you not being there. Also I called the number listed as the customer service and it rings once then says call failed repeatedly. Worthless business. Previously tried to schedule an appointment the previous day and they charged me twice for one visit

  

  Business Response

  Date: 12/09/2024

  Hi *******,

  Thanks for reaching out and bringing this to our attention. Were sorry about the experience youve had with one of our physicians. I see you were able to speak with one of our care advocates and you were refunded $129 for your appointment cost. Refunds can take 5-10 business days depending on your bank. Please let us know if there is anything else we can assist you with, Thank you!

• Initial Complaint

  Date:11/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an appointment today (11/23/24) at 5am CST for two medical issues. The main medical issue was that Im fairly certain I have c. diff. (intestinal infection). My PCP had already prescribed ************* which didnt work, and its an uncomfortable topic so I decided to do a virtual doctor instead. I dont have health insurance, and the virtual doctor wanted me to do hundreds of dollars worth of in-person testing before prescribing any antibiotics. If I cant afford health insurance, what makes her think I can afford hundreds of dollars worth of testing? Whats the point of offering virtual care if I have to do in-person testing just to be prescribed simple antibiotics? I didnt ask for anything that had serious side effects, just antibiotics for c. diff. Would she rather me suffer for months or years for not being able to afford expensive testing, or would she rather just go ahead and at least let me see if the antibiotics I suggested would work? She prescribed me some drops for my second medical issue (ear infection), but thats it. 80% of the reason of my call was for the first medical issue.I tried contacting their support for a partial refund, but they dismissed me.

  

  Business Response

  Date: 11/26/2024

  Hi *******,

  Thanks for reaching out! We apologize that your experience with us did not go as anticipated. We trust that your physician provided the best possible care for your condition. As a courtesy I have submitted a refund for $129. Refunds can take 5-10 business days to reflect on your bank depending on your bank's processing time. Please let us know if there is anything else we can assist you with. Thank you!

  Customer Answer

  Date: 11/26/2024

  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.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:11/19/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was recently hit with a bill from plushcare for a service provided over a year ago. When signing up for the program, I was informed that I would pay $25 dollars when i had my check up. I spoke with a doctor for 10 minutes over the phone and paid the $25 plus the cost for the prescription. However, i was just hit with a $119 bill, with the $25 copay being accounted for. I am confused about this and would appreciate some clarification, as it seems like false advertising. When I checked with my insurance, the doctor isn't even in-network. Please resolve this issue. Im shocked that it has been over a year for me to just now be receiving this.

  

  Business Response

  Date: 11/26/2024

  Hi ******,

  Thank you for reaching out and apologize for any issues. We have written off the balance due as a courtesy so you no longer have a balance. Please let us know if there is anything else we can assist you with. Thank you and have a great day!

  Customer Answer

  Date: 11/26/2024

  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:11/18/2024

  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 scheduled an appointment with Plushcare on 11/7/2024. I was assured my appointment would only cost $38.74 as the copay for my health insurance. I have now received a bill for $200.39. I was informed when I contacted customer service that my debt card will automatically be charged the full amount without my authorization. The customer service representative told me there is nothing he can do. I was never informed that I would have to pay $200.39 upon scheduling my appointment. I would have never scheduled my appointment if this was the amount I would be charged.

  

  Business Response

  Date: 11/19/2024

  Hi ****,

  Thank you for your feedback. We provide estimated costs for services rendered, including copayment, coinsurance, and deductible. You are responsible for in-network cost-sharing or full payment if your claim is denied. However, the actual cost can vary due to several factors, and your insurance's response to the claim we submit after your visit determines the final amount you owe, this is outlined in the booking processes.
  
  Here's why you might receive a bill even after paying an estimated cost:
  Upfront Estimate: When you book a visit with us, we collect an estimated amount based on the expected cost of typical services. This is not the final bill but an initial calculation of what you owe.
  Final Billing: After your visit, we bill your insurance for the actual services provided. The final amount you owe can differ from the estimate due to several factors determined by your insurance plans response.
  

  In this case, it appears your insurance was unable to identify you as an insurance member. We have reached out to you directly to verify information. Please respond and we'll happily assist with your claim. Thank you!

• Initial Complaint

  Date:11/15/2024

  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.

  PlushCare will collect the fee for services and then claim your email or password is invalid to avoid actually providing services. Its a big scam!!!

  

  Business Response

  Date: 11/19/2024

  Hi ******,

  Thank you for reaching out and providing feedback! We apologize you were having login issues, in the future if you have any issues please reach out to us directly at ************** or ***************************** so we can assist getting you set up for your appointment. The appointment fee for the scheduled appointment was canceled since the appointment was unable to be completed. You were charged a no show fee of $75 which I've refunded due to the nature of the issue. Please allow up to 5-10 days depending on your bank to see that reflected. Thank you and hope you have a great day!

• Initial Complaint

  Date:11/07/2024

  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.

  On Nov 4, 2024 at 330pm CST, I had a virtual visit with Dr. **** *********, ******* *** for medical weight loss consultation. During the visit, Dr. * said she would put in orders for bloodwork and said I would receive the orders via email. I never received the orders. I contacted **************** and they never responded. As of today, 11/7/2024, there is no record of my virtual visit or doctors notes or requested labs or follow-up appt in my Plushcare chart. I was charged a $30 co-pay and am unsure what they will bill my insurance company. I want all fees reversed.

  

  Business Response

  Date: 11/19/2024

  Hi Azjah,

  Thanks for reaching out and apologize for the experience you had! I have submitted a refund for $30. Refunds can take 5-10 business days to reflect on your bank depending on your bank's processing time. The lab work should have been email to you directly on 11/06/2024, if you have not received it please reach out to ***************************** and we'll happily resend the order. Thank you and have a great day!

• Initial Complaint

  Date:11/07/2024

  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.

  Got an *** from my insurance for a company called Plushcare of California. I never sought out their services, yet tried to bill my insurance company (************************). My insurance denied payment and yet tells me I am on the hook for $395.

  

  Business Response

  Date: 11/26/2024

  Hi Charleigh,

  Thank you for your inquiry, and I apologize for any confusion. I would like to clarify that AccoladeCare and PlushCare are under the same organization. Please be aware that you are not being billed directly by us for services. If you have any further questions or concerns, please don't hesitate to contact your health coach. Thank you, and I wish you a wonderful day!

• Initial Complaint

  Date:10/28/2024

  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 never received a notice that Plushcare no longer accepts my health insurance. I found out while booking an appointment for prescription refills. The physician would not refill my prescriptions unless I had lab work done. I completed the lab work the following day. Nobody called me to discuss my results and I reached out in their chat to explain I needed prescription refills. I was told I would need to book a follow up visit to review my lab resultsat the cost of an additional $129. This is ridiculous. The first call was about 7 minutes and now they want another $129 for a follow up? I canceled my subscription. They should consider the follow up as part of the initial visit.

  

  Business Response

  Date: 10/31/2024

  Hi *******,

  Thank you for reaching out! We apologize you were not aware we no longer accepting your insurance, we did notify all our patients in April and continued to let our patients know as they reached out after May 6, 2024 since we no longer accepted that insurance. Typically the turn around time for lab results is 3-5 business days. Once the results are reviewed by the physician you will receive an email from us, then you can log into your account and you will see your results along with the doctor's note on next steps. If the results are abnormal, the physician can request a follow up appointment to discuss treatment options or change in current treatments at their discretion. As a 1 time courtesy I have applied credits to your account for a free appointment. Please schedule a free appointment at you convenience and feel free to reach out with any additional questions or concerns. Thank you!

• Initial Complaint

  Date:10/28/2024

  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.

  Date of Incident: 9/27/2024 During my recent appointment, I was dissatisfied with the doctors approach, as he spent a mere five minutes with me and failed to inquire about critical aspects of my health, such as my current medication dosages and relevant social/family history. He barely engaged with my past medical history, only briefly listing diseases without probing into their progression or impact on my current health.This company operates with a bait-and-switch tactic. Their initial advertisement promoted the service at around $100, which seemed reasonable. They further implied a potential savings of $20 for using insurance; however, this turned out to be a serious mistake. In addition to what I had already paid, they submitted an additional charge to my insurance company and are now requesting even more money from me directly. Furthermore, I discovered I was automatically enrolled in a monthly subscription, without transparent disclosure of this detail beforehand.Their customer service team was condescending, unprofessional, and and unbecoming members of the most noble profession.This company preys on vulnerable patients seeking care, using deceptive pricing structures that lack transparency and result in unanticipated financial burdens, all while employing third-rate physicians who have no problem spending just 5 minutes with a new patient to push pills and rake in commissions.

  

  Business Response

  Date: 11/05/2024

  HI ******,

  Thank you for reaching out and apologize you had a less than stellar experience with us! 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. This information is conveyed upon your appointment booking. 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.
  
  The memberships terms and conditions were outlined during the time of your booking. Once you confirmed your appointment, you also agreed to the terms and conditions. It is also 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 apologize for any misunderstanding! As a courtesy we have waived the balance due and refunded the appointment fee. Please allow up to 5-10 business days depending on your bank to see that reflected. Feel free to reach out with any other questions at ******************************** Thank you and hope you have a wonderful day!