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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 710 locations, listed below.

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    Customer Complaints Summary

    • 542 total complaints in the last 3 years.
    • 235 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:01/27/2025

      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.
      No bill was received from the clinic. They did not charge my insurance and rather charged my bank account directly. I have been unable to contact their billing team as nobody answers the phone. I need an itemized bill and proof my insurance was charged before I was billed, as my insurance information was provided at my visit.

      Business Response

      Date: 01/31/2025

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

    • Initial Complaint

      Date:01/27/2025

      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.
      On 1/5/2025, I visited the CVS Minute Clinic in regards to an acute urinary/ sexual health concern while temporarily traveling in *****. Prior to receiving services, I was explicitly informed by the clinic staff that my insurance, ***************** Blue Shield, was accepted. Based on this assurance, I proceeded with the appointment. However, I later discovered that my insurance did not cover the services at all, as the clinic was out of network. Consequently, on 1/18/2025 $1,035 was removed from my bank account for the visit.I relied on the information provided by the clinic staff regarding my insurance being accepted.Had I known that the clinic was out of network, I would not have proceeded with the appointment.When I contacted the clinic to request a reduction to the self-pay rate (as opposed to the billed insurance rate), my request was denied on the grounds that I initially showed proof of ************ Concerns:The clinics assurance that my insurance was accepted constitutes a misrepresentation that directly influenced my decision to seek services.The refusal to adjust the bill to the out-of-pocket rate is both unreasonable and unethical, given the circumstances.This situation has left me feeling misled and financially burdened through no fault of my own.

      Business Response

      Date: 01/30/2025

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

      Customer Answer

      Date: 02/03/2025

      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. 

      I am unsatisfied with the outcome. I was able to receive $200 back, however I still ultimately paid an obscene amount of money for a simple office visit. I spent hours and hours trying to get this negotiated with cvs. I was hoping for an out of pocket price adjustment. I will take the discount received, but I am not satisfied with the outcome and will never be using CVS minute clinic again. My hope is that CVS minuteclinc learns from this case. They should be required to thoroughly check insurance coverage and communicate this to the consumer BEFORE so they know how much they will be getting charged prior to agreeing to testing and such. There is no reason a person with ********** should be paying over $1000 for a MinuteClinic visit. It was a financial blow, and incredibly stressful. 

      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,

      *****

       

       

      Business Response

      Date: 02/04/2025

      Thank you for your letter concerning the patient. MinuteClinic has discussed the matter with the patient and determined they are responsible for charges due for services rendered.   The patient's claim was denied by their insurance .The patient may consult their insurance company to determine coverage details. The patient was offered an adjustment which was accepted.  MinuteClinic has provided the resolution and compensation that best fits within our guidelines.  Therefore, MinuteClinic considers this matter closed.

    • Initial Complaint

      Date:01/24/2025

      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.
      On 1/9/25, my son and I went to MinuteClinic in ******, *****. We both provided insurance documentation and they took pictures of our military IDs. Come to find out, this company made no attempt to bill our insurance for the services rendered and used our payment info on file to debit $844.94 for my visit and $565.54 for my sons visit. Knowing that we are an active duty Air Force family with 100% coverage. On 1/21/25, I contacted the MinuteClinic billing department to rectify the issue. They refused to credit our money back, the *** could see all the insurance documentation we provided and admitted they did not attempt to bill our insurance. The *** stated that they would bill the insurance immediately. As of today, 1/24/25, ******* has not received the claims. In 24 years of military service, we have never ran into a medical specialist that has taken our money first without billing Tricare. Clearly they prefer to obtain the higher rate from the customer than the insurance reimbursement which is unethical. We recommend that you stay away from MinuteClinic for urgent care needs. The convenience will cost you.

      Business Response

      Date: 01/28/2025

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

      Customer Answer

      Date: 02/01/2025

      [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:01/21/2025

      Type:Service or Repair 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.
      Regarding services rendered 12/28/24. Minute clinic failed to submit my claim to my insurance at the time of my visit. I spoke with a patient **** ***, 1/17/25 who was supposed to submit it and did not. I am being charged $314.57 and ******* will not let me submit the claim myself because the provider is technically in-network. At least a portion of the visit should be covered but I am being charged for 100 percent of costs. I need minute clinic to handle my insurance claim properly but cannot seem to get any resolution.

      Business Response

      Date: 02/11/2025

      Thank you for your  letter concerning Ms. ******** ******** . MinuteClinic has  spoken to the patient and MinuteClinic is actively working on her request. If the patient has further questions or requests any update, please have them
      contact Senior Patient Support Coordinator ***** Lopez  at  ************.

    • Initial Complaint

      Date:01/18/2025

      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.
      During the last half of 2024, my kids and I had health insurance through the health insurance marketplace. Our plan was Aetna's CVS Health plan which included $0 visits to **********************. On November 26, 2024, I visited MinuteClinic due to ongoing sore ***********. On January 3, 2025, my credit card was charged $151.96. When I called the MinuteClinic on Saturday, January 11th, they told me that they mistakenly filed our insurance with ************* (we have never had a policy with them). I was told I would receive a callback from someone who could help me. By Tuesday, January 14th, having not received a call back, I called again and was sent through over half an hour of being put on hold between talking to several different people with none of them providing a satisfactory answer as to what I can do to be refunded the money I should not have been charged in the first place.

      Business Response

      Date: 01/22/2025

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

      Customer Answer

      Date: 01/24/2025

      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:01/18/2025

      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.
      Minute clinic is ****ing me for a visit from over six months ago. The **** says my insurance covered the visit.

      Business Response

      Date: 01/27/2025

      Thank you for your letter concerning ******* ******* . 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  ******* Roubert contact ***** *****, Patient Support Senior Coordinator at ************  to discuss further.

    • Initial Complaint

      Date:01/18/2025

      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.
      Visited Minute Clinic is *************, ********. I looked up a price list for the test we needed as my daughter was sick. It was under a couple hundred dollars. I also used insurance. I was billed $765.00 with no itemized bill and no one will answer the billing line.

      Business Response

      Date: 01/28/2025

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

      Customer Answer

      Date: 01/28/2025

      [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:01/15/2025

      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 went in for a shot and was told my insurance would cover cost. I was charged $640. I tried calling many times and for some reason the business billing department is always closed and doesn't provide business hours anywhere. I saw the pricing list on their website and it was nothing compared to the one shot that I had. Company should really reach out to people before doing such a big charge. This charge has put me in a distressed place as I am a college student. This needs to resolved.

      Business Response

      Date: 01/21/2025

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

    • Initial Complaint

      Date:01/13/2025

      Type:Billing 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.
      MinuteClinic charged my credit card $89 six months after a visit but refuses to provide a copy of the bill or to give me any proof they tried to charge insurance. My insurance company says they never received a claim about this visit. MinuteClinic says they cannot send me anything (by mail or by electronic format) to document that they tried to bill insurance and that they cannot even send me the copy of my bill. This is unacceptable. If they are going to charge my credit card, they need to give me a billing statement to support the charge. I spent 1 hour and 38 seconds on the phone with MinuteClinic today calling 866-389-ASAP(2727) and was transferred multiple times before anyone could even locate my account. I was told that I could not contact them about this by email or any method other than by phone. They said they have no duty to provide documentation of why they charged me and they do not have to prove to me that they tried to bill insurance. This is not reasonable. The resolution I am seeking is (1) a copy of my bill for the visit and (2) something in writing that says they billed my insurance company and the claim was denied. If they cannot document these things, I want a refund of my $89.

      Business Response

      Date: 01/16/2025

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

      Customer Answer

      Date: 01/16/2025

      [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:01/11/2025

      Type:Service or Repair 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.
      Insurance was provided at a minute clinic appointment. When I was billed I was billed 286$ with no insurance applied, and was told over the phone they attempted to bill an old insurance I no longer have and did not give them during my appointment. I gave that insurance over the phone and they eventually refunded me the money a few months later after trying to not give me a refund, this took several phone calls. Now I am being mailed a bill again for the 286 with no signs of them attempting to bill my insurance.

      Business Response

      Date: 01/13/2025


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

      Customer Answer

      Date: 01/13/2025

      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. 

       

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

      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

       

      the matter is NOT resolved, a reissue of the claim is being mailed to my previous insurer (no longer with this insurance) and I was told it will take ***** days for that to mail or process. I do not consider the matter resolved until that time has passed and the insurer responds 


      Regards,

      ****

       

       

      Business Response

      Date: 01/21/2025

      There is no further action for MinuteClinic to take.  MinuteClinic considers the matter closed.

      Customer Answer

      Date: 01/22/2025

      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. 

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

      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

      NO NO NO ! 

      It is not resolved and there IS further action for minute clinic to take. They are bold faced lying to you at my expense and I DO NOT ACCEPT that. 

      theyve asked me to wait ***** days from the time I spoke to them on the phone recently as theyve just billed my visit to my insurance after refusing to do so or take responsibility to send a bill by mail. Ill have you know an agent on the phone lied to me before my original BBB report and said they only do electronic billing and tried to get me to manually send a paper bill. 

      We are waiting to see how the insurance responds, and I was billed for two flu tests despite taking one. I was told on the phone that its billed as two for insurance or it doesnt process so thats an additional 50$ of excess fees that minuteclinic would need to strike off if I have to pay the whole thing out of pocket. 

      once again, it is not resolved and minuteclinic will have further actions in ***** days minus the time of our call. 

      Do not just let them lie to you. 

      Regards,

      ****

       

       

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

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