Complaints

This profile includes complaints for Patient First's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Patient First

  5000 Cox Rd Ste 100 Glen Allen, VA 23060-9263

  
• 

  Patient First

  8110 Midlothian Tpke N Chesterfld, VA 23235-5116

  
• 

  Patient First

  11020 Hull Street Rd Midlothian, VA 23112-3200

  
• 

  Patient First

  12 N Thompson St Richmond, VA 23221-2718

  
• 

  Patient First

  10755 Falls Rd Ste 160 Lutherville, MD 21093-4588

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:11/12/2024

  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.

  My daughter was seen at Patient First in ****************, ** on 11/27/23. She has ******** and was Patient First was provided the insurance card at the time of service. Since then, they have proceeded to send me bills 4 different times for a DUPLICATE CHARGE to ********. When I received the first one, I called her ******** insurance, to which they told me they paid the original charges on 12/11/23. However, Patient First accidentally sent a duplicate charge to them, which they were not going to pay twice. I was told to tell Patient First this information and for them to call the insurance company to sort it out. I have called Patient First every single time I have received ANOTHER BILL, and been told "This will be reviewed", only for no one to actually listen to what I'm trying to explain, and 90 days later, once again, receive ANOTHER BILL. Also, since my daughter has ********, the fact that they are billing me and threatening collections on me for not paying is 100% illegal on their part. I'm tired of this nonstop, never-ending process of not being heard, for a year now.

  

  Business Response

  Date: 11/12/2024

  Thank you for advising this concern. The patient has been contacted directly. 

  Customer Answer

  Date: 11/12/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that the resolution offered is acceptable if they follow through and no longer continue to bill me and contact me on this matter. However, during the conversation I felt that the representative of the business did not fully feel comfortable promising this, so if the company does not perform as promised I can get back to you at: *********************************************************************************.

  
  Regards,
  
  ***** ***********
  
  
  

  
  

• Initial Complaint

  Date:11/11/2024

  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.

  Took my boys to Patient first for a sports checkup. Called before hand and was advised its $50 and its not billed through insurance.I gave them my payment info and a few days later realized they had charged me $250 per child. This happened back in September. I went to the location and resolved it. I was informed that they put in the wrong diagnosis code and billed my insurance knowing very well they dont bill insurances for that service. I believe this was an insurance fraud attempt. Was told it will be refunded within a week. Waited 2 weeks and nothing. Called several times and given the runaroumd. We are in November almost 3 months and still nothing has been refunded.

  

  Business Response

  Date: 11/13/2024

  thank you for your email and for giving us the opportunity to assist our Guarantor. 

  Because there is no signed Release of Information included, I will reach out to the Guarantor personally to advise their concerns have already been remedied. 

  Respectfully,

   

  **** ******

   

• Initial Complaint

  Date:11/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am being falsely charged. I was a prior patient at patient first in *******. My son **** ****** DOB ******** visited ******* location and ********* location within this year. However, I am being falsly charged for many visits that did not occur. I want a refund or an explanation of these made up visits. Even twice in same day! this is not accurate 9/13 9/25 10/1 10/20 10/29 10/29 11/3

  

  Business Response

  Date: 11/11/2024

  Thank you for communicating the patient's concern. A response has been sent to them directly. 

• Initial Complaint

  Date:09/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today I brought my son to the patient first at ************ for a possible sinus infection. The woman that checked me in told me I had a small balance and asked if I wanted to pay it. I said sure. She told me it was $90. *** never had a co-pay that large so I inquired about why it was so high. She said there was a $40 fee because it had gone to collections. I had not received anything in the mail, perhaps it may have gotten misplaced, but regardless, I always have a credit card on file and pay everything at the beginning of the appointment and all extras get charged automatically to my credit card. I knew something was wrong. I asked her if she could kindly remove the extra fees to help me out since we have been financially struggling. She said she couldnt and then referred me to receivables management. Receivables management systems told me that the $40 fee is already added before they receive it and that they could not help me. The lady checking me in at patient first said she was unable to check my son in until that $90 was paid. You mean to tell me my son is not able to see a doctor until you get your $90? A bill thats under $100? She called a nurse over to ask about my sons symptoms. Apparently they were not bad enough to ****** seeing a doctor. Keep in mind, My son was in the car and not even in her view. I ended up leaving and calling patient first patient accounts. The woman escalated it to her team lead but unfortunately, they couldnt do anything to help me. I am shocked being that youre in the medical industry. She told me several credit cards got declined. I told her this is the exact reason why I need someone there to help me out and take off extra fees so that I can get you your money but at the same time have my son be able to be seen. Nobody could help me out with this. This is baffling. What do you do in situations like this where people cant pay any of it? I would like to pay for the visit with my debit card minus the fees.

  

  Business Response

  Date: 09/11/2024

  Due to no ROI on file, will reach out to patient

   

  Thanks

• Initial Complaint

  Date:08/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Patient First sent my vetrans urgent care bill to the wrong place it did not get paid they sent it to campus when they should have sent it to va community care and now they sold the debt to a collection company because of there mistakes I want them to fix this issue

  

  Business Response

  Date: 09/06/2024

  Dear ****************:

  I am writing on behalf of Patient First in response to the enclosed complaint ID #******** for *************************.  Both federal and state law prohibit health care providers like Patient First from disclosing any patients health information without the patients written authorization. This is true even when the patient has filed a complaint with a third party such as the Better Business Bureau (BBB). 
  
  At Patient First, we strive to live up to our name and value our reputation for doing so.  We would strongly prefer to respond by addressing the enclosed complaint specifically, but are unable to do so unless and until the patient authorizes us in writing to do so. 
  
  We will reach out to the patient directly with our findings and would like to thank you for allowing us the opportunity to address ********************** concerns. If you have any further questions, please feel free to contact me at the telephone number listed below.
  
  Respectfully,
  

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

  Administrative Services Coordinator

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

• Initial Complaint

  Date:08/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was seen at Patient First, ************** on 1/24/2024 for an *********** appointment. At the time they took my card to have on file to charge my copy. I have a $15 copay after insurance. They filed a claim through my insurance and I received an EOB that shows Patient First billed my insurance twice for the same appointment. The first billing was paid out and the second was denied due to it being a duplicate billing. Then on 6/03/2024 my credit card was charged for the full appointment ($376.00). I immediately contacted Patient First and sent them a copy of my EOB. They claimed they did not have the insurance payment, but would "look into it". I then had my insurance company contact them and provide them with the check number. My insurance company stated that the check was cashed by Patient First in the end of February 2024. The woman on the phone told me i would refunded within a week. A week went by and I contacted PF again and they then told me it would take up to 30 days for my refund to process. 30 days went by and i again contacted Patient First for my refund and they told me they could see in their system that I should be getting a refund but did not know why it had not processed. I am continually being told that they are "escalating the matter" and yet I still have not been refunded. I was last told that my refund was "approved" on 7/22/2024, yet it has been 30 days since then and i still have not received a refund. All I am asking for is a refund to my card on file and that was a fraudulent charge. I am sick of getting the run around from the billing department, I have reached out multiple times by both email and phone calls.

  

  Business Response

  Date: 08/23/2024

  Good morning,

   

  I am sorry, but I am unable to speak to you on this account as I do not show the ***** form was filled out correctly. Please know that I have been in correspondence with this patient since receiving this complaint and am working towards getting this corrected. 

   

  Thank you,

  **************************;

  Customer Answer

  Date: 08/30/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I have continued to reach out to Patient First and receive no response, i also have NOT received my refund. It has now been almost 3 months. I have also attached the ***** release, which was previously sent in.
  
  Regards,
  
  *************************
  
  
  
  

  
  

  

  Business Response

  Date: 09/05/2024

  Good morning,

  Firstly, we have been working with this patient. I have spoken with her on August 23rd and July 30th in regard to this account. Once the refund is processed it will be given to the patient.

   

  Thank you,

  **************************;

  Customer Answer

  Date: 09/05/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I still have not received my refund. Patient First continues to give me the run around and tells me that my refund is process, but it has been over 3 months at this point. There is no logical reason that my refund has not been processed.
  
  Regards,
  
  *************************
  
  
  
  
  

• Initial Complaint

  Date:08/16/2024

  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 visited patient first on 8/11/24. primary care / vaccine visit.I was told over the phone the day before the gardasil9 vaccine cost is $320 However on my 8/11 visit the vaccine was to be submitted to my insurance as a primary care visit.When I checked my PF portal the visit is notated that they transmitted the claim to my insurer on 8/13/24 It also lists the price of the vaccine at $390 + $57 for the nurse to inject me. $447. I was told $320.When I ran it by my PCP he assured me whatever they told me would be the price.Historically, I've been a pcp patient at PF for 10+ years When they transmit a claim to my insurance it shows in my insurance portal the same day.Today is 8:16-24, the claim says it was submitted 8:13/24.. I called my insurer and they verified they have not received the claim. I messaged PF through my patient portal. I received a response from ***** that simply said we submitted the claim on 813/24. She did not address the problem I exp I then called PF billing. I spoke to *****. ****** told me PF mails their claims by ***** She then said that my prior visit from 8/4/24 was transmitted 8/6/24 and not paid.. I explained that on 8/6/24 I was able to see the claim posted, and there's no way it could have been mailed **** and appeared in my insurance portal the same day, which doesn't support what she's telling me and supports what I'm saying to her. something went wrong in the transmission on 813/24 When faced with this ***** said it was illegal for her to resubmit the claim Pf billing has a reputation of not helping people straighten out problems. Today was no exception. Since UHC confirmed they had not received pf's transmission I want pf to resubmit the claim. If it gets duplicated one will be paid and the other will be declined. I would like a resolution in the next five business days.Also i expect if there is any coverge issue PF honor the price i was told, not whats billed to insurance Thank you

  Customer Answer

  Date: 08/19/2024

  The company has fixed the issue!

   

   

   

   

• Initial Complaint

  Date:08/13/2024

  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.

  My boyfriend used my debit card without my knowledge in 2023 for a physical. The charge was $175. I have been trying to get the money back because I did not authorize this transaction. They can refund me my money and send my boyfriend a bill.

  

  Business Response

  Date: 08/13/2024

  Good afternoon,

  While Patient First is sympathetic to ******************, she is essentially citing someone stole her credit card; therefore, she will need to go through appropriate legal channels/dispute with her bank/resolve with her boyfriend.  If another patient presented her credit/debit card, authorization is assumed without directly confirming with the card holder.  
  
  Well wishes, 
  
  Administrative Services 

  Customer Answer

  Date: 08/13/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
   
  I called the customer service line and told them I did not authorize it and to get a refund. They said he would need to pay it for me to be refunded. So you can refund me my money and bill him. 

  
  Regards,
  
  *****************************
  
  
  
  

  
  

• Initial Complaint

  Date:08/04/2024

  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.

  My son needed stitches on his lower lip, although he was a new patient he is covered under my insurance and I am an established patient just seen 2 weeks ago on a Sunday as well. They refused to see him because they wanted him to put a card on file that is not needed for my insurance, which is Amerihealth Administrators that has copay listed as $0 on the card. The front desk clerk and manager kept badgering him for a card rather than treat his emergency to the point he left in frustration. It is illegal to deny anyone healthcare and they did just that. Submitted is a copy of the card to show no copay for urgent care.

  

  Business Response

  Date: 08/05/2024

  Good afternoon,

  Thank you for sharing this concern.  It sounds like the patient is an adult so Patient First would need to hear from him directly.  Even then, an Authorization would need to be signed allowing Patient First to communicate with the BBB.  The patient can also reach out to us directly at ************** Monday - Friday from 8:30am to 5:00pm.  
  
  Well wishes, 
  
  Administrative Services 

• Initial Complaint

  Date:07/16/2024

  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.

  About may 27th 2024, I went to PF on battlefield blvd in **********, I ask for a yearly physical. What I got was what they called a wellness check, I was never seen by a doctor like I was supposed to. I was billed for a physical according to my insurance. I was told they would call me about test results but was never called. I complained to them and all I got was a letter from the president that stated he was sorry for the long wait, it was because of covid. there is no professionalism here. After three phone calls to them they said they were to busy to talk to me and I would have to leave a voicemail. It is certainly negligent behavior for a medical business. If it happened to me, it is happening to others.

  

  Business Response

  Date: 07/17/2024

  Due to no HIPAA release being on file, the patient will be contacted directly.