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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:01/07/2025

      Type:Order 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.
      Although ** is a ******** and Tricare network provider, they are using a lab which bills separately and is refusing to ************* and Tricare for the lab services they provided on behalf of MC.

      Business Response

      Date: 01/14/2025

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

      Customer Answer

      Date: 01/14/2025

      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:12/31/2024

      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.
      The complaint is around unfair business practices that take advantage of vulnerable patients. There are multiple issues with the appointment from September that was billed to us on 11/23 for 216.12.1. The pricing provided on the website is misleading because it's only for the "office visit" and doesn't include labs or testing. This is not clear on the site.2. My wife, worried about having strep throat, schedules a test. She provides her insurance card and is told she is qualified. Not knowing what that means she assumes it means her insurance will help cover costs. This is incorrect and apparently only means she is active on the insurance plan?3. At no point in time (multiple confirms, front office, etc) was she told to call insurance to confirm coverage. Why? Because that could lead to less money for the company. 4. When given a chance to explain and try to work something out the clinic wouldn't give us the time of day and gave us the run around. They wouldn't even call us to talk to us about our *************, misleading pricing, misleading insurance information, auto billing, lack of clarity, lack of patient follow up.This has become status quo for US healthcare. These health and insurance companies go back and forth and the patients pay the price after the fact. This creates inherent distrust around healthcare and it has to stop. Every time my wife goes through this she gets more uneasy and skeptical.A simple solution is to remind patients they need to call their insurance to confirm coverage or to do it for them. But there's no immediate money in doing that

      Business Response

      Date: 01/06/2025



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

    • Initial Complaint

      Date:12/25/2024

      Type:Order 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 am writing to file a complaint against MinuteClinic for their failure to honor the information provided regarding coverage for my Quantiferon TB test performed on 09/09/2024. When I initially inquired, they confirmed that my insurance would cover 100% of the test. However, after the test was administered and I received the bill from Quest diagnostics lab a month later. They sent the lab specimen to the out of network lab and the insurance denied the claim. The minute clinic since been unresponsive to my attempts to resolve the issue. I humbly request that Minute Clinic take responsibility for the payment ( $369.97) as they initially promised and assured me prior to the administration of the exam, that this test would be 100% fully covered. This lack of support and transparency has left me in a difficult situation, and I seek your assistance in addressing this matter.

      Business Response

      Date: 12/31/2024

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

      Customer Answer

      Date: 01/08/2025

      [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.  I am currently waiting for the business to remove my balance as which they have agreed upon. They have stated that it can take up to 2-3 weeks. 

      Regards,

      ***** ****

    • Initial Complaint

      Date:12/23/2024

      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.
      Im having an issue with my CVS account where someone else has apparently been getting text messages regarding my medical appointments, even though my number should be listed in the account. This has been a reoccurring issue and I had talked to a *** at *** previously and they said it was fixed but this person is still receiving my medical information which is a huge HIPAA violation. Im in need of having this fixed to just include my phone number on my account

      Customer Answer

      Date: 01/02/2025

      I have not heard from the business in response to my complaint.

      Business Response

      Date: 01/06/2025

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

    • Initial Complaint

      Date:12/22/2024

      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.
      CVS MINUTE CLINIC NEVER TOLD ME THEY WOULD DEBIT MY ACCOUNT $200 AT CHRISTMAS TIME FOR A BILL WHICH WAS FULLY PAID BY MY INSURER ************************* U.S. FAMILY HEALTH PLAN. They also never told me at the time of the visit that I could be liable for the whole bill. They just told me that it went through and that my insurance covered it. I want my money back. Please

      Business Response

      Date: 12/23/2024

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

    • Initial Complaint

      Date:12/18/2024

      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.
      I went to the minute clinic to remove wax in ear, the PA said there was no wax and no service was rendered.I then received a bill and I told the billing that no service was rendered and she agreed. Later she called that the PA refused to remove the amount.I asked to see break down of what I am being charged for. She said nothing and sent nothing.Stop taking advantage of people when you did not render any service

      Business Response

      Date: 12/19/2024

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

      Customer Answer

      Date: 12/19/2024

      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.] 

      Hello, 

      This is not true, The issue has not been resolved, I spoke with the representative and she wants me to call insurance if insurance can pay and I kindly declined because it will seem like insurance scam since there was no services rendered.

      we did not come to resolution as business has acknowledged that no Services was renderered on this day and still refused to adjust charges.

       

      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.

      I spoke with the representative, she acknowledged that no service was rendered but still refused to adjust charges.

      She suggested I try to see if insurance can cancel it which I declined because it will seem like insurance scam and injustice.

      please kindly adjust this bill since no service was rendered. 

      FAQ

      Regards,

      Olabisi

       

       

      Business Response

      Date: 01/02/2025

      The patient visited MinuteClinic and received a complete clinical evaluation and treatment plan.  The charges are therefore valid.  Patient is free to dispute the deductible with her health plan,but has declined.  ********************** considers the matter closed.

      Customer Answer

      Date: 01/06/2025

      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 ********************************** stated they can not pay for service that was not rendered. If my ear was cleaned, Insurance said I would not have to pay anything.

      There was no service rendered on this day and the PA that attended to me assured and confirmed me that I would not be charged.

      Please I know there is a recession but robbing loyal customers is not good business practice. Remove the unethical charge.

      [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

      Regards,

      Olabisi

       

       

    • Initial Complaint

      Date:12/11/2024

      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.
      DOS: Nov 5, 2024 Patient Names: *********** Charges: $128.10 & $159.29 Service: Flu Shot X 2 Complaint: I have insurance (provided numerous times). Charges appeared on my credit card (they had on file) within 5 days with no bill sent. I had to call there ************ (spoke to Desitiny). phone number (1 hour hold time) - provided insurance again. Never heard back. Called again in 2 weeks (again, 1 hour hold). I was told they mailed a check on 11/30. Check never received within 12 days. Called again (1 hour hold), told to wait 5-6 weeks for check to arrive. Bottom Line - Charged $280+ for 2 flu shots on a credit card they had on file and never sent a bill to me). Won't issue a refund on my credit card classic attrition play - no email or online system, must call and hold 1 hour to speak to someone, told its on its way and wait a few weeks and they hope you don't keep fighting it.

      Business Response

      Date: 12/16/2024

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

    • Initial Complaint

      Date:12/11/2024

      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 entered a ***** testing order with CVS minute clinic in June of 2024 and at that time I provided my insurance information to CVS minute clinic online to ensure that my insurance would be accepted before taking the ***** test. In addition, I contacted my insurance to confirm that they will pay for ***** testing and they confirmed that they would pay for the ***** testing. So, it came to my surprise when I received a bill of $135 dollars for the ***** testing. To be clear, I was never notified in writing or in the terms that was outlined online and provided to me that there was a possibility that I would have to pay for the ***** testing. As such, CVS minute clinic violated their responsibility in providing prior notification of charges and as such, the charge should not stand.

      Business Response

      Date: 12/19/2024

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

      Customer Answer

      Date: 12/21/2024

      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 # ********. 

      The matter has not been resolved as I spoke with ***** from Minute Clinic and she informed me that she reached out to my insurance to ask why they rejected the procedure code that Minute Clinic sent over. ***** from Minute Clinic said that the claim is under review with my insurance, however, this is the 2nd time for review as my insurance rejected the 1st review request because Minute clinic did not correct the procedure code. ***** confirmed that she will call me once the matter has been finalized. Therefore, the matter is still pending and the money is owed.

      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: 12/24/2024

      The patient has been informed that her insurance company is reviewing her claim.  The insurer advised that the review can take up to 30 days.  MinuteClinic patient support coordinator will be following up with the patient. MinuteClinic cannot take any action until the patient's insurer completes its review.  Therefore, MinuteClinic considers the matter closed.

      Customer Answer

      Date: 12/30/2024

      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. 

      The matter has not been resolved as this is the 2nd time Minute Clinic has requested my insurance company to review the claim, however my insurance previously stated that Minute Clinic did not provide the procedure code my insurance covers for ***** testing and Minute Clinic failed to make the adjustments. Therefore, the issue here is the fact that Minute Clinic confirmed that I had insurance and as a result, provided the antigen ***** testing. During the scheduling of the ***** test, Minute Clinic failed to provide me any information on patient responsibility that stated I would be responsible for the ***** testing. It is the responsibility of Minute Clinic (healthcare provider) to clearly notify a me, as patient, of my financial responsibility, including any copay, deductible, or out-of-pocket costs associated with my treatment, to ensure I understand what I am expecting to pay for my care; as this is considered good practice to avoid billing surprises and promote transparency. 

      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,

      *****

       

       

    • Initial Complaint

      Date:12/10/2024

      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.
      Minute clinic has made a bill on me for my covid test visit that i did almost 2 years ago. So they sent me the bill after 1 year i visited them. During my visit they have told me my whole bill will be covered by the insurance though at that time they asked me to pay $25. That i paid Now they are claiming bill unnecessarily after one year so they lied during my visit. I am student, that is a cruel attempt by them.

      Business Response

      Date: 12/16/2024

      Thank you for your letter concerning the patient Ms. ******* ******. MinuteClinic has discussed the matter with the patient and the insurance and have determined  they are responsible for balance due for services rendered.  The patient will be contacting their insurance to dispute the balance.  MinuteClinic considers this matter closed.

    • Initial Complaint

      Date:12/09/2024

      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.
      Patient was charged self pay when we had insurance. We paid $94.27. Then a claim was turned in through ****************** like three different times. They were paid by us and then the insurance. Never sent back a refund as I was told I would. And then they processed another claim 8 months later saying I then owed another $90 for a strep throat test. This company is a scam. I will never in my life use them or ever suggest them. The representatives were just as horrible. I want my money back. You all were paid twice and then changed things. Very interesting.

      Business Response

      Date: 12/11/2024

      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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