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:10/26/2024

  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.

  Plushcare has my insurance information yet they havent send my claims into *****, they are telling me after 90 days they dont? Submit to insurance I also cant get a EOB from them receipts or any kind of a bill confirmation for paying upfront or any help or a manager. They refuse to get a supervisor I want help getting them to submit my visit to my insurance company

  

  Business Response

  Date: 10/31/2024

  Hi *****,

  Thank you for reaching out! We were able to review your account and I see our billing department was able to assist you with your request. They provided the requested receipts and explained that we can only submit claims within 90 days of the date of service due to timely filing. Once the claims submitted are fully processed you will be refunded per your insurance response if overpayment was received. If you have any other questions or concerns please let us know by reaching out to ******************************** and we'll he happy to assist. Thank you and hope you have a great day!

• Initial Complaint

  Date:10/15/2024

  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.

  Date of occurrence: 10/11/24. I paid for my appointment with a dermatologist. I met with an internist (not a dermatologist) who was 4 minutes late and then told me that they only allocate 15 minutes per patient, so I had 11 minutes and had to hurry up. I had no time to really explain my issue. Then, despite have full access to my current Rx info (I had uploaded it before my appointment), the doctor prescribed me medication that my pharmacist said I couldn't take. The pharmacist said that the medicine prescribed by the plushcare doctor would be extremely dangerous when taken with my current blood pressure medication. I guess that's what happens when a doctor has 11 minutes to try to hear your issue and has to rush to figure out what to do. I reached out to plushcare for my money back and they said that since they had "treated" me, they wouldn't refund it. This place is DANGEROUS. If I had known up front that I was going to have to rush through trying to explain my issue and then might have my life endangered, there is no chance I would even have considered using this company. I ended up having to see another doctor on 10/14 and pay another co-pay (FYI, the other doctor agreed with my pharmacist that it would have been dangerous to mix the medications). So plushcare should have to return my money.

  

  Business Response

  Date: 10/23/2024

  Hi ********,

  Thank you for reaching out! I see we were already able to assist you. You were refunded on 10/16/2024 in the amount of $35, refunds can take up to 5-10 business days depending on your bank. Please let us know if there is anything else we can assist you with. Thank you and hope you have a great day!

• Initial Complaint

  Date:10/15/2024

  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 was duped because when I went to put in my insurance (before scheduling an appointment) the error code was a network timeout, not a we dont accept your insurance message. The website clearly says they accept my insurance *********** Blue Shield) so I went into my first appointment thinking Id be covered and that I would be covered for all my care with this company. So I assumed I could figure it out during the appointment. Also, there is a money back guarantee if they are not able to treat or assess me. They weren't able to treat me because they don't accept my insurance, but they didn't tell me they don't accept my insurance until AFTER the appointment. The appointment wasn't substantive and I didn't receive any care, it was more of a consultation to get started. They should refund my appointment cost since I did not get anything in return for my money due to their lack of transparency and clear messaging. They should also update their website to exclude insurances they do not accept (BCBS) and they should absolutley update their website so as to inform you if they don't accept your insurance.

  

  Business Response

  Date: 10/23/2024

  Hi *****,

  Thank you for reaching out! We are in-network with most ******** plans. Patients can check to see if we're in-network with your plan by using our insurance checker at ***************************************************************** , typically if there are any issues with verification of insurance, we encourage patients to reach out directly via phone, email or messaging. As a 1 time courtesy we have 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 additional questions or concerns. Thank you and hope you have a great day!

  Customer Answer

  Date: 10/27/2024

  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.
  

  I think whats important is that you update the website to have a message that says your insurance is not accepted rather than timeout error if you do that then I think thatll mostly prevent this issue for others. Thank you!

  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:10/13/2024

  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 received two visits from PlushCare which clearly says it is in network on both the website and within the app. Weeks later PlushCare attempted to charge me ****** x2 in addition to the 30 dollar copay they originally collected. They claimed insurance didnt cover pieces but **** confirmed that in network providers are required to write off the difference based on their negotiated discount rates to be in network. I provided screenshots as well as a video showing that in the app it says **** is in network for PlushCare and their customer service team was useless and kept copy pasting the same canned response. These were two Telehealth visits so to be charged hundreds for a Telehealth visit on top of a subscription is mind blowing when youre supposed to be in network.

  

  Business Response

  Date: 10/23/2024

  Hi *******,

  Thank you for your feedback. After review it appears your insurance applied your claims to your deductible. Every year your plan deductible resets, sometimes causing your copay to increase. A deductible is the amount you pay for health care services before your health insurance begins to pay. How it work is if your plan's deductible is $1,500, you'll pay 100 percent of eligible health care expenses until the bills total $1,500. After that, you share the cost with your plan by paying coinsurance.
  
  Once your insurance is able to process the claim, you will receive an EOB. An EOB is a report of what your insurance plan is going to cover, based on what the doctor has charged and what type of plan you have. The purpose of **** is to keep consumers informed of their healthcare costs and expenditures. 
  
  As a one time courtesy we have written off your balance due. Please let us know if you have any further questions. Thank you!

  Customer Answer

  Date: 10/24/2024

  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:10/13/2024

  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.

  On August 29, 2024 I called Plushcare to inquire about their services and whether or not they accepted my health insurance. I spoke to a representative over the phone. She confirmed that my insurance was accepted and she created a membership account over the phone and setup my first ******* appointment for that same day.I had 2 appointments with the provider but was shocked on September 11, 2024 when I received a bill for $410. I immediately reached out to Plushcare because the invoice showed that my insurance was not being billed at all.I spoke to a few representatives who were "working to figure this out" and I received a final notification that Plushcare does not take my health insurance whatsoever so the bill will stand as is.I take issue with a Plushcare representative telling me that my insurance WAS accepted in order for me to purchase a subscription and now I've incurred these high bills. This is unethical. I believe these calls are recorded and should be forwarded to the BBB.I feel taken advantage of.

  

  Business Response

  Date: 10/22/2024

  Hi *******,

  Thank you for reaching out and apologize for any confusion. It appears your insurance is an HMO plan. ***'s are closed networks or in other words plans that limit the services covered to a group of providers/facilities who are usually employed by or affiliated with the HMO. As such, we are not in network with any ***'s as they will not reimburse for any services rendered. We have written off your balance due to the miss understanding, therefore you no longer have a balance due. Please let us know if you have any further questions. Thank you!

  Customer Answer

  Date: 10/22/2024

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

• Initial Complaint

  Date:10/11/2024

  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 trying to book a spot in line at an urgent care clinic. I was bleeding and in pain. When I tried to go their template plush cares membership template overrode their site. I had never booked with the urgent care place before so I assumed that this was just a company they used No-I was now a client of this company that I do not want to be a part of. I tried to cancel the membership but that option on their website had a broken link. The 800 number would give me a human. This company is shady at best

  

  Business Response

  Date: 10/14/2024

  Hi *****,

  Thank you for reaching out! We apologize if there was any misunderstanding online, your account has been invalidated. Hope you have a great day!

• Initial Complaint

  Date:10/09/2024

  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 tested positive for covid and thought it would be the most responsible option for me to do an e-visit, so I went through PlushCare to get a Paxlovid prescription. The total cost of the visit was only slightly higher than my typical doctors visit, and since they accepted my insurance info, I thought that would be simple enough. Later on, I got a notification that I have in outstanding balance of $99.12 on top of the $130 bill I had already paid for the e-visit that took all of 5 minutes. My insurance sent me an email stating We are pleased to share that your recent health claim is fully paid. This means you do not owe any additional money for the services listed on the claim, excluding any copay you may have paid at the time of service. and yet Im still getting billed for the additional, hidden $99.I also am not seeing an option for removing my card information on the PlushCare site, just my insurance info, which is highly disconcerting. I would like the settled, along with all of my personal information removed from the PlushCare site.

  

  Business Response

  Date: 10/14/2024

  Hi ******,

  Thank you for reaching out! We will be happy to review your claim, please send us a copy of the *** for the visit/visits in question. From there, we can look further into it as your insurance responded to our claim "Patient Responsibility - Charges do not meet qualifications for emergent/urgent care.". You can also send the *** directly to ***************************** and the billing team will be happy to assist. Thanks again! Have a great rest of your day!

• Initial Complaint

  Date:10/04/2024

  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.

  This company offers a free trial, but you have to provide payment so billing can start once the trial is over. The company states that you can cancel at any time, but once the trial is over they charge you $97.I have searched their ENTIRE site from both a computer and phone and there is NO way to cancel the membership! I went to their FAQ forums and TONS of customers are having the same issue. There is even an FAQ support page that says "Go to the payment screen and click the Cancel Membership link" there is no such link. Every customer in the comments concurs, they see no cancel membership link.From their support forum I was able to send them a support request, when I received a response from them via email, all it contained was a link to the EXACT same FAQ question "How to cancel your membership" which tells customers to go to the payment page and click "Cancel Membership", again, there's no such link. I don't even think it was a live person that responded ot my support request, since the response was so generic and contained nothing helpful. Not to mention, this was the 3rd time i've reached out to this company via email and have received ZERO response from a live person. The also have a chat button on their site, but when you click it and type something, nothing happens!Some of the customers commenting about their troubles seem to be very distressed and need someone to stick up for them; I hope you can help us.

  

  Business Response

  Date: 10/09/2024

  Hi ******,

  Thank you for reaching out! If there is no active membership there will not be a membership on the payment & insurance tab to cancel. After review of your account, it looks like your membership was canceled on 10/02/2024 and you were never charged as you canceled before the end of your 30 day trail period. We apologize for any misunderstanding, thank you and hope you have a great day!

  Customer Answer

  Date: 10/14/2024

   
  Complaint: 22382504
  
  I am rejecting this response because:

  They claim I do not have an active account, yet they are still trying to bill me! If you read the comments and reviews, you'll see that other customers are experiencing the same issue.

  They recently sent me an email saying my account was cancelled (probably after BBB reached out to them). Yet, they are still trying to charge me! I only ever used this site/service ONCE, and it was the on the first day of a 1-month free trial. I have been trying to cancel ever since that first day. There is absolutely NO reason they should be trying to charge me. Yet, the email I've attached a screenshot of, is pretty clear proof that they are, and that what they said in their reply to BBB, is a lie!

  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 10/22/2024

  Hi ******,

  Thank you for responding! There are no charges for membership nor has there ever been, you do however have a balance due for your appointment. Per your insurance you have a patient responsibility of $112.15 to be applied toward your deductible. We have emailed you 3 statements regarding your balance for your appointment. You can log into **************************************************************************** to view your balance and make a payment. Thank you!

• Initial Complaint

  Date:10/03/2024

  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 used PlushCare for a doctor's appointment to obtain a prescription. Their website features an option for users to enter their insurance information to estimate costs. After entering my details, I was informed that my out-of-pocket expense would be only my co-pay of $25. Based on this information, I proceeded to create an account and book an appointment. While I recognize the fine print indicating that insurance claims may be rejected, my insurance has consistently covered all my claims, including those from other telehealth providers. This track record led me to believe I would face no issues with PlushCare. However, the way PlushCare presents this information creates a misleading impression that insurance coverage is almost guaranteed. By allowing users to enter their insurance details and providing a projected cost, the company fosters a false sense of security regarding coverage, which I find to be deceptive. After an unsatisfactory consultation with the doctor, I canceled my account and went to pick up my prescription. Having already paid my co-pay to PlushCare before the appointment, I assumed my experience with them was complete. To my surprise, I later received an unexpected bill for $190. I reached out to customer service three times, but each time I was met with vague assurances that my previous inquiries were under review, without any clear resolution. Finally, after persistent follow-up, I was connected to the billing department. I provided my insurance card and information, only to be informed that my claim had been denied. Had I been aware that my insurance would not cover the visit, I would have sought care elsewhere. All I received from PlushCare was a brief, five-minute consultation with an uncourteous doctor, six pills, and a $190. This experience has been incredibly frustrating and financially burdensome, leading me to believe that PlushCare operates under deceptive advertising practices designed to mislead customers about insurance coverage.

  

  Business Response

  Date: 10/07/2024

  Hi ****,
  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 communicated in the booking flow when you confirm your appointment. As a 1 time courtesy I have refunded the amount paid $195, please allow up to 5-10 business days depending on your bank. 
  
  Stay Informed: Understanding the details of your insurance plan (deductibles, co-pays, coverage limits) can help you anticipate potential charges.
  Clarifications: If you have questions about your bill or the difference between the estimated and final charges, please reach out. We're here to help make sense of your billing and insurance.
  
  
  If you have any additional questions regarding your cost estimate or how PlushCare submits claims to your insurance, please do not hesitate to ask! 

  Customer Answer

  Date: 10/07/2024

  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:10/02/2024

  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.

  RE: Patient Promo code: SapForPQZZK9 DOB ********** This is a request for a refund for services not provided for an appointment scheduled for Tuesday Oct 1, 2024. Prior to setting this appointment, the website stated that *******; weight loss and management was an option to be seen therefore a scheduled appt was made with Dr. ***** ******** *****. I was contacted prior to the app't and informed that they do not provide those types of care. I immediately contacted and spoke with customer care Tuesday Oct 1, 2024 she informed me that had I looked over the frequently asked questions, it would have stated so. It was not necessary to review the frequently asked questions because I did not have any questions since the website stated that the type of appointment I was requesting was provided. In addition after being told they would see what they could do to rectify the situation, I was then told that there could be no refund. And I was told that the insurance was not used, which was not the case. The customer care representative stated that because the patient was seen even if just to be notified of not being able to be seen the patient profile shows no history of appointments which contradicts having been seen. Furthermore, according to the insurance provided when the appointment was made, this companys site provided a statement showing the insurance had been accepted and the cost $89 with insurance was charged. This company was chosen and the appointment made due to the type of appointment sought and my insurance being accepted otherwise I would not have scheduled with this company. In addition to speaking with the representative, I contacted customer care via email. There has been no response from within this company. I would like a refund for the amount paid for a service I was not provided.

  

  Business Response

  Date: 10/07/2024

  Hi Saphire,

  Thank you for reaching out! Unfortunately I'm unable to find any completed appointment or any charges associated with your first and last name, date of birth or your email provided in this BBB complaint. We do have an account under your name and date of birth but no appointments or charges past or present. The email provided is the same, there is an account not matching your name or date of birth, again there is no appointment or charge past or present. Can you please provide any additional detail? Thank you!

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22372303
  
  I am rejecting this response because: Ive attached proof of charge for the dispute. 
  
  Sincerely,
  
  Saphire ****

  

  Business Response

  Date: 10/14/2024

  Hi Saphire,

  Thank you for responding. The attachment you provided "Patient history per billing and visit" has no appointments on it. Unfortunately, as previously stated there are no charges associated with your accounts. We are unable to refund charges that are not in our system. If you are showing any charges from our company please provide us proof of said charges as we do not show anything in our systems for your account. Thank you and hope you have a great day!

  Customer Answer

  Date: 10/14/2024

   
  Complaint: 22372303
  
  I am rejecting this response because: I have documentation regarding the confirmed appointment and payment. These were uploaded previous via this site. I will resubmit as well as follow up with a fax using the fax number provided in this correspondence . 
  
  Sincerely,
  
  Saphire ****

  

  Business Response

  Date: 10/22/2024

  Hi Saphire,

  Thank you for replying! It appears the copies of the charges your received are from ******* which is a different online telehealth online company. We, PlushCare, are not associated with TelaDoc. Please reach out to them directly, thank you!