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Business Profile

Clinic

MinuteClinic, L.L.C.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for MinuteClinic, L.L.C.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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MinuteClinic, L.L.C. has 803 locations, listed below.

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    Customer Complaints Summary

    • 544 total complaints in the last 3 years.
    • 239 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/29/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 took my son on 2/28 to minute clinic. I gave them 3 insurance that he has because he is disabled. I was told I didnt owe anything that insurance covered. I had given them my credit card information online just to make an appointment. Then in April they decided without my knowledge took ****** off my credit card that I only used to make this appointment. Ive called and asked for a receipt because I want to know what this is for and they refused

      Business Response

      Date: 04/30/2025


      Thank you for your letter concerning *** *******. I am pleased to report that this matter has been resolved between MinuteClinic and *** *******.
        

      Customer Answer

      Date: 04/30/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      *** *******

    • Initial Complaint

      Date:04/29/2025

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      To Whom It May Concern,I am writing to formally file a complaint against CVS Minute Clinic regarding unethical billing practices, unprofessional conduct, and a blatant disregard for patient fairness. On April 24, 2025, I received treatment at the Minute Clinic located at ******************************************** ******, for a service I have received twice in previous years (same clinic, same treatment). This time, despite the procedure taking less time and requiring fewer interventions than in prior visits, I was charged significantly more without justification.When I contacted *** **************** to dispute this discrepancy, I was met with incompetence, dismissiveness, and a complete lack of professionalism. The representative was unprepared to address billing concerns, failed to provide a coherent explanation, and exhibited no willingness to resolve the issue. This reflects poorly on **** commitment to patient care and ethical business practices.Key Issues:Unjustified Overcharging Identical treatment in previous years was billed at a lower rate, despite this visit requiring less time and resources.Failure to Provide Transparency No clear breakdown or justification for the increased cost was given.Unprofessional **************** The agent handling my complaint lacked basic knowledge, courtesy, and problem-solving competence.Demands for Resolution:Immediate reimbursement for the overcharged amount.A written explanation for the price discrepancy.Staff retraining on billing ethics and customer service standards.I will not let this matter rest until it is resolved fairly. I am submitting this complaint to:The ******************** (for healthcare billing violations)The Secretary of State (for consumer protection and business accountability)The Better Business Bureau Any other relevant regulatory bodies

      Business Response

      Date: 05/05/2025

      Thank you for your letter concerning ****** ****. I am pleased to report that this matter has been resolved between MinuteClinic and ****** ****.

      Customer Answer

      Date: 05/05/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ****** ****

    • Initial Complaint

      Date:04/28/2025

      Type:Product Issues
      Status:
      Resolved
      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 virtual CVS Minute Clinic visit with ******* *********, NP on 02/20/2025 during which the ** stated she was sending a prescription to my pharmacy for ************. I was charged $59 for this service on my credit card on 02/23/25 (Visit ID *********; Approval Code *****D). I called my pharmacy to see if the prescription was ready and they stated they did not have the prescription. I contacted the CVS Minute Clinic customer service on 02/21/2025 to resolve the missing prescription issue and the answering service stated they would send out a message for resolution. My prescription was then filled later that day and I picked it up on 02/23/2025. On 04/25/2025, I received an email from ************ regarding a statement for $59 for a CVS Minute Clinic visit on 02/21/2025. When I attempted to open the link to view my bill, the link is inoperable so I am unable to view the bill. I called the CVS Minute Clinic customer service at ************** on 04/28/2025 and was told that I am being billed $59 for "counseling services" which I did not receive from ***** *********, NP on 02/21/2025. I made it clear that I did not speak to, see, or receive services from this practitioner. It was apparent that this practitioner had created an orders only encounter to submit the missing prescription to the pharmacy but was billing me for counseling services I did not receive. I attempted to resolve this issue with the billing department and was told there was nothing they could do to remove this additional bill despite this being fraudulent billing since I did not speak, see or receive any services from ***** *********, NP. I was told my only avenue was to continuing calling back to see if I receive a different answer.

      Business Response

      Date: 04/29/2025


      Thank you for your letter concerning ******* *****. I am pleased to report that this matter has been resolved between MinuteClinic and ******* *****. 
        

      Customer Answer

      Date: 04/30/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I received a phone call from customer service on ********* in response to my BBB complaint, which resulted in the bill in question being voided by the representative. I confirmed that I have no balance on my account by calling the automated system at ************** and also confirmed via ************************ on 30APR2025.

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ******* *****

    • Initial Complaint

      Date:04/28/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 visited the location on April 15th with cold/respiratory symptoms. The Nurse Practitioner checked vitals and tested me for the flu, which came back negative. I then inquired about COVID, to which I was told were not seeing that anymore. I was left to purchase an at-home test and immediately tested positive less than an hour after my visit. When contacting MinuteClinic regarding a follow up visit to obtain medication, I was told that I would incur an additional visit charge.

      Business Response

      Date: 05/01/2025

      Thank you for your letter concerning ******* *******. I am pleased to report that this matter has been resolved between MinuteClinic and ******* *******.

      Customer Answer

      Date: 05/01/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ******* *******

    • Initial Complaint

      Date:04/17/2025

      Type:Order Issues
      Status:
      Answered
      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: Minute Clinic, *********************************** Date of Service 4/12/25. My Insurance has no record of a claim. Contrary to your pre-authorization agreement, you failed to file a claim prior to charging my credit card that you were told to remove from your system. Further, you failed to send orders to the lab for the Urine Analysis so I had to pay for another sample to be taken. I came to you for a *** and you ordered labs that were no associated with the chief complaint and charged me for them.

      Business Response

      Date: 04/23/2025

      Thank you for your letter concerning ******* *******. I am pleased to report that this matter has been resolved between MinuteClinic and ******* *******.

    • Initial Complaint

      Date:04/16/2025

      Type:Billing Issues
      Status:
      Answered
      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 with *** for a vaccine. *** does not charge for this vaccine. When I went to get the vaccine, the pharmacist told me I needed to go to the MinuteClinic. I did. MinuteClinic is 100% owned by ***. It is located in the *** store. Minuteclinic charged me $259. It should have been free. This is a rip off. I made an appointment with ***, not MinuteClinic. I was directed to go to another location in the same store. I filed a complaint to BBB and a person from MinuteClinic contacted me. He said they would remove the charge if I removed my complaint. This happed about one year ago. I just received a 2nd bill (for this same service) today, 1 year later. I still have a copy of the MinuteClinic email.

      Business Response

      Date: 04/23/2025

      Thank you for your letter concerning ******* *****.  MinuteClinic has made several attempts to reach ******* ***** via telephone.  MinuteClinic has also sent ******* White  a letter advising them to contact us should they like to resolve this matter.  Please have Mr. ***** contact ***** *****,Coordinator, Customer Relations at ************ or email ************************************************. 

    • Initial Complaint

      Date:04/16/2025

      Type:Customer Service Issues
      Status:
      Answered
      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've tried calling the minute clinic billing department for 2 weeks and they are always closed. The business closes at 4 pm PST and I've tried calling at 2 pm, 3 pm and 3:30 pm. Each time I receive a robot voicemail informing me that their clinic is now closed and not providing any additional information.They are also closed on the weekends, making it very hard to contact them due to my work.If your company provides "24/7 care", why does it have such restricted hours for customer support?

      Business Response

      Date: 04/17/2025

      Thank you for your letter concerning billing. I am pleased to report that this matter has been resolved between MinuteClinic and ********* Cover.

    • Initial Complaint

      Date:04/15/2025

      Type:Product Issues
      Status:
      Answered
      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 took my daughter to Minute Clinic on March 15, 2025. On April 3, 2025, ****** was drafted out of my account. Upon disputing the charge, I was told that my insurance was not filed, although my daughter has two insurances, and that it would be filed. I was also told that I was charged for an extended visit that was incorrect. Visit lasted no more than 30 minutes (likely less). To date I have been unable to get a refund or speak to a supervisor regarding this charge. They state insurance was filed but have yet to refund the amount. This has caused my family financial distress.

      Business Response

      Date: 04/15/2025

      Thank you for your letter concerning ******* **********. I am pleased to report that this matter has been resolved between MinuteClinic and ******* **********. 

    • Initial Complaint

      Date:04/11/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      Subject: Discrepancy in Charges for COVID-19 and Flu Vaccines at *** I am writing to file a complaint against *** regarding an issue with a COVID-19 and flu vaccine appointment I booked through ******* at the *** location on ***************** in ****************, *********When I scheduled my appointment, the *** website advertised the vaccines as being available for $30 with the option to make an appointment directly through the site. Nowhere on the website did it indicate that the vaccines would be administered at the Minute Clinic, nor did it mention that I would be charged as if I were visiting a doctor's office.Upon my arrival, the pharmacist directed me to the Minute Clinic inside the *** where the vaccines were administered. In the past, these types of vaccinations have been covered by my insurance. I was asked to sign a document agreeing to pay in the event my insurance declined coverage. A month later, I received a bill from ****** ******, MD, which was automatically charged to my credit card.I called to resolve the issue and was told that my insurance had declined payment, leaving me responsible for $444.16. I filed a claim with the Better Business Bureau, and *** customer care contacted me to reverse the charge, requesting that I drop the claim.However, several months later, I am once again receiving the same bill. I called *** again to resolve the matter, even offering to pay a reduced private-pay rate for the services. Unfortunately, they refused to adjust the bill, stating that it had already been sent to my insurance and I was unable to make any adjustments. They advised me to file another complaint with the Better Business Bureau.Therefore, I am submitting this complaint again in hopes of resolving the ongoing issue.

      Business Response

      Date: 04/16/2025

      Thank you for your letter concerning billing. MinuteClinic has made several attempts to reach ****** **** via telephone. MinuteClinic has also sent ****** **** a letter advising them to contact us should they like to resolve this matter. Please have ****** Auch  contact ******** ******,Patient Support Senior Coordinator at ************  to discuss further.

      Customer Answer

      Date: 04/21/2025

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      This is an update to my original complaint regarding deceptive billing practices involving CVS and its affiliated MinuteClinic (also known as ****** ******, MD).
      After filing my initial grievance, I was contacted by a MinuteClinic customer care representative who acknowledged my concerns and reached out under the pretense of resolving the issue. However, despite my clear explanation of the situation and my willingness to work toward a fair solution, no concession or resolution was offered.
      As previously stated, I scheduled what I believed to be a standard $30 vaccination appointment through the *** websitean appointment that was clearly advertised as a low-cost pharmacy service. At no point during the online booking process was it disclosed that the service would be rendered by a third-party medical provider and billed as a doctors visit, which my *** does not cover. This critical detail was entirely omitted from the website and only revealed when I arrived at the location and was redirected to the MinuteClinic.
      The bill was ultimately rejected by my insurance due to this misclassification. I then offered to pay the out-of-pocket private-pay rate instead, just to resolve the matter, but was told that since the insurance had already rejected the claim, I was obligated to pay the inflated insurance ratedespite having received no actual medical consultation.
      The customer care representative was polite but entirely inflexible, offering no remedy and merely reiterating that I should pay the full amount and file an appeal with my insurance companyeffectively pushing the responsibility for their misleading process onto me.
      This experience reflects a systemic bait-and-switch tactic that misleads consumers into thinking theyre booking low-cost pharmacy services, when in fact theyre being funneled into higher-cost clinical visits without informed consent. The fact that even a direct outreach from customer service resulted in no offer of compromise only reinforces the need for oversight.
      I am requesting that this bill be dismissed and that the BBB continue its investigation into CVS and MinuteClinics deceptive advertising and billing practices. I appreciate your attention to this matter and your advocacy on behalf of consumers.
      FAQ

      Regards,

      J. Auch

       

       

      Business Response

      Date: 04/23/2025

      Thank you for your letter concerning the ****** ****. MinuteClinic has spoken to the patient and confirmed services were provided and billed appropriately. The patients claim has been respectfully denied, and MinuteClinic now considers this matter closed.

      Customer Answer

      Date: 04/24/2025

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      As I said in my previous response, the business is over charging me for services.  I booked the appointment through ******* and should be billed at the rate advertised for the vaccines at the time (not the inflated insurance rate).  I was not made aware that the minute clinic was an outside entity billing at a different rate and under a doctors visit code. 

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      Auch

       

       

    • Initial Complaint

      Date:04/06/2025

      Type:Billing Issues
      Status:
      Answered
      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 is now the second time in 2025 that CVS Minute Clinic has charged our debit card instead of properly billing our insurance, and it's causing significant financial stress to my family.On April 2, 2025, my husband and son had back-to-back visits at a CVS Minute Clinic. Because of a previous issue earlier this yearwhere I had to spend days disputing a $460 charge that should have gone through insuranceI called on April 3rd to confirm that both visits had our ************************** attached, which has $0 copay and $0 deductible at Minute Clinics.Despite that, on April 6, I received an email saying $333 was charged to our bank account. This kind of unexpected withdrawal caused serious stress, as we simply don't have the extra funds to cover what should have been fully covered visits. During the last incident, our mortgage payment was late because CVS billed our card instead of fixing a CPT code error (used a senior billing code for our 5-year-old)and the refund took weeks.Even after providing the correct insurance information over the phone on April 3rd, we were charged again without the claims even being given time to process. The billing process appears careless at best, or worsestructured to intentionally charge patients instead of insurance.I am requesting the following: An immediate refund of the $333 charged on April 6. Both April 2nd visits to be properly billed through our **************************. Due to the emotional distress, time lost, and financial hardship caused by these repeat errorsincluding a previously late mortgage paymentwe are requesting additional compensation in the form of either a partial reimbursement or a CVS gift card.We will not be returning to CVS Minute Clinic, and I strongly caution others to review their billing carefully. These repeated errors have caused more than an inconveniencetheyve disrupted our familys financial stability.

      Business Response

      Date: 04/14/2025

      Thank
      you for your letter concerning ******* *******. I am pleased to report that
      this matter has been resolved between MinuteClinic and ******* *******.

    MinuteClinic, L.L.C. is NOT a BBB Accredited Business.

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