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

  
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  Patient First

  12 N Thompson St Richmond, VA 23221-2718

  
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  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:12/11/2023

  Type:Customer Service 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.

  They charged my visits to someone else's health insurance and thus I was billed in full. My health insurance called them to resolve the issue and they have to re-file the claims. I was promised a refund to the charges they put on my credit card which I have yet to receive. I have sat on hold waiting for answers to no avail. I would like this to be resolved and my refund granted. I have never dealt with such an incompetent billing office.

  

  Business Response

  Date: 12/18/2023

  I have spoke to the patient directly.

   

  Thank you, 

  *****************; 

  Customer Answer

  Date: 12/19/2023

  [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 this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *********************
  
  
  
  

  Customer Answer

  Date: 12/20/2023

  Hello,

   

  I'm just reaching out to re-open this complaint. I was contacted yesterday by Patient First and confirmed that they had refunded my card and charged my health insurance correctly- all claims in my insurance portal were processed completely with no financial responsibility on my part- insurance paid everything in full per the **** However today I received notice that Patient First is going to charge the credit card on my account the full amount for these visits- despite that fact that my insurance has paid them all in full and I have NO patient financial responsibility. Once again I am unable to get through to Patient First to resolve this issue.

   

  Could you re-open this complaint so that I can attempt to have this issue resolved? I am happy to provide my insurance EOB's for the referenced dates of service as well as a screenshot of the message I received from Patient First regarding charging my card again.

   

  Thank you!

   

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

  

  Business Response

  Date: 01/15/2024

  Good morning,

  The matter was resolved.  Without the sign authorization form, Patient First cannot disclose additional information.  
  
  Well wishes, 

  Administrative Services 

• Initial Complaint

  Date:12/07/2023

  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.

  I was billed $405 incorrectly for a visit to Patient First in January 2023. This is the charge if you do not have insurance, which I had and my insurance agree on a negotiated amount of $177. However, Patient first claimed they never got anything addressing the visit from my insurance so after a lot of back and forth and several calls I provided them the explanation of benefits proving the amount I was to pay. So I was simply expecting a refund of $228 that was in June. Since then even though they have the information and the customer service reps can seem to see all the information, this information apparently never makes it to the actually accounting/billing area to issue my refund of the $228. To make matters worse, when I called in September checking on the status, I was told a refund was finally going to be processed, but it turns out they just incorrectly returned $167.43 for a completely different bill for a March 2023 visit not at all associated with the $405 incorrect charge. And once they returned the $167.43 they reinstated the bill for that visit. So now it's December, I still have not been refunded for the January incorrect charge and I have another outstanding balance of $167.43 because of yet another error on their part. I've called at least 5 times regarding the refund throughout the year and each time you call they say wait 45 - ************************************************************************** something completely wrong. This does not seem like a normal practice and I honestly feel like they are hoping I give up so they can bully me out of my refund and more funds.

  

  Business Response

  Date: 12/15/2023

  thank you for allowing us the opportunity to assist our patient.

  Because a Release of Information was not attached, I resolved the patient's issue and contacted her directing.

  Respectfully

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

  Patient First Administrative Services 

   

• Initial Complaint

  Date:11/28/2023

  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.

  Business stole my card info that I had used for a copay and charged $50 for an old bill I did not approve. Im a single mother thats been out of work due to my child having massive surgery. They drained what was in my bank account. They now will not return phone calls or emails. I want my money refunded or I WILL press charges for fraud.

  

  Business Response

  Date: 12/06/2023

  Dear Sir or Madam:
  
  I am writing on behalf of Patient First in response to the enclosed complaint.  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 consumer directly with our findings.
  
  Please feel free to call me directly at the telephone number listed below with questions Thank you.
  
  Respectfully,
  
  *******************************
  Administrative Services Coordinator
  ************************

• Initial Complaint

  Date:11/14/2023

  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.

  On 5/31/2023 I went to Patient First location in Timonium as I felt very ill. Upon arrival and registering, there were 10 patients ahead of me waiting to be seen by a doctor. I've waited over an hour for my name to be called (no issues there). Once they called my name I was taken in and placed in a room and told that a Dr will see me shortly. I've waited an hour and 20 min. NO ONE CAME TO Check up me. Not a nurse nor a Doctor. I felt very sick and it was after 7pm then I walked out to my car and waited for another 10 min. no one called to see were i was. A DOCTOR NEVER SAW ME! I was not treated nor diagnosed with anything. I have made several calls to to Patient First corporate office on: 6/1/2023 and left a message for *************************. I called again on 7/10 and also left a message for her supervisor ******** ( I don't have her last name). I then called again on 7/15 never received any returned calls. I called billing on 10/3 and also left another message for ************************* on 10/3 On August 11, 2023 I submitted a copmplaint with MD Attorney General, and also with BlueCross for fraud. This location has submitted a claim to my health insurance and now trying to collect fee for an office visit. Now the account is in collection. I am trying to reach out to your office for immediate help to resolve this matter. I shouldn't be charge for services i never received nor they should submit a claim to my insurance company. Can someone please help!!!!

  

  Business Response

  Date: 11/20/2023

  Due to the absence of a signed ROI, the patient will be directly contacted. 

   

  Thank you. 

• Initial Complaint

  Date:10/30/2023

  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.

  My complaint is I visited the Patient First at ************************************************* on 10/16/2023. I was able to get checked in and my blood pressure and weight were checked. Then I was escorted to a patient room and told I would see the PA. I was in the room for several minutes when I left to use the restroom. I then thought I don't know if they would need a sample so I was exiting the room to go to the front to see if they would when a woman holding linen said "Have a nice day." I looked confused. I told her I hadn't been seen. Then she asked for my name I refused. I told the woman who took my blood pressure that I would not be staying to be seen and left. I came back to the location minutes later to file a complaint with the woman with the bed linen. They got the woman with the bed linen - Ms. ******************* She was the director of nursing. She stated that I was there for 37 minutes but did not give them a chance to help me. I asked the ladies (the one who checked me in and the one that took my blood pressure if they knew when I checked in they didn't and said it doesn't keep the time. ******************** said she checked my chart after I left. I told her my name and that I was filing a complaint. I called their ************ at *** road and spoke to ***************************** on a recorded line who asked for my date of birth. She took the complaint. Then I got a Explanation of Benefits from my insurance. Patient First charged me for lab work. I called **************** back on 10/30/2023 and left a message. She returned my call and did not leave a message. I called her back and then she asked for my address and my date of birth on a recorded line. I told her I would not give it. And stated that I didn't understand why she didn't leave a message. I advised her that when calling customer you leave a message so they know if they need to call you back. I would like the bill cancelled for the lab work since I never received services from them. Thank you.

  

  Business Response

  Date: 10/30/2023

  Due to no Release of Information on file, the gu will be directly contacted. 

   

  Thank you. 

  Customer Answer

  Date: 10/30/2023

  [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 this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************** I also left a voicemail for ************************* supervisor. Im awaiting a callback. 
  
  Regards,
  
  *********************************
  
  
  
  

• Initial Complaint

  Date:10/30/2023

  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.

  I was charged this year for services provided last year while Last year I was on active duty in the amount of $491. Then again charged fees (to my daughters account) outside of my insurance company this month October 2023 in the amount $463 for my sons services, when my daughter isnt responsible for my son. I spoke to my tricare representative and they filed a report for the $491, because those charges were erroneous and now Im going to have to file another report for this October charge

  

  Business Response

  Date: 11/06/2023

  The patient will be contacted directly due to no ROI on file.

   

  Thank you.

• Initial Complaint

  Date:10/25/2023

  Type:Customer Service 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 will be charged $751 to this company and I have emailed them to resubmit the billing to my health insurance company if not to *********

  

  Business Response

  Date: 10/26/2023

  Due to no Release of Information on file, the patient will be directly contacted.

   

  Thank you. 

• Initial Complaint

  Date:10/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In September and October of this year I received a bill from Patient First indicating that I owe a deductible of $25.00. The bill indicates that I visited the facility on 1 Jan 23, but eight months later I receive a bill. If there was a problem, why is it surfacing now? Further, I am a military veteran with ******* for Life that pays my deductible. I always provide my ID card so the outside medical facilities can bill ******** I have attempted to Patient First on several times, waiting for ***** minutes, but the billing department will not answer the phone. The phone eventually gives me a dial tone with no one ever answering. I have made multiple phone calls, but no one answers the phone. Patient first needs to bill ******* for the deductible.

  

  Business Response

  Date: 10/26/2023

  Due to the absence of a Release of Information, the patient will be directly contacted. 

   

  Thank you.

• Initial Complaint

  Date:10/09/2023

  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 in shock that Patientfirst is charging an extreme amount for INSURED patients. I have united health care which is supposed to contractually have a lower rate for medical procedures and doctor visit costs. On the patient first website It says $139 for a routine visit, which is what mine was. I get a bill in the *********** $391. I initially called patientfirst billing with my insurance on the line and a lady from your billing department told me to rest assured that your insurance will be sending a different EOB and that the almost $400 is being updated within 45 days. I was lied to and I was taken advantage of a customer. How is it possible that a routine visit for a CASH patient is $139, but with insurance you are charging me nearly $400? This appears to be medical fraud from my current analysis.

  

  Business Response

  Date: 10/18/2023

  Due to the absence of an ROI, the patient will be directly contacted.

• Initial Complaint

  Date:10/03/2023

  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.

  The experience for my care on 4/10/23 was not good in multiple ways.I received a hearing test at patient first on 4/10/23, but the test was terribly performed. I was taken to a room that was not soundproof, and there were constant interruptions such as the air conditioning turning on, people talking near the room, and other noises which caused the test to be interrupted. The nurse performing the test had to restart the test at least 4-5 times. I do not believe the test was conducted properly and the results were not reliable. I had to go to a specialist to receive a proper hearing test since this one was so terribly done.After the hearing test, I had a consultation with a doctor about my hearing issue. The doctor did not give me much confidence in my visit. He blatantly said something like "I have not done this type of test since med school" when performing my hearing analysis. I was terrified of possible permanent hearing damage at the time, and this did not comfort me at all. The doctor's knowledge seemed to be lacking for what I needed care for, and did not make me feel comfortable receiving care here.I heard staff talking openly about my visit in the hallway through the open curtains in my patient waiting room. I heard them talking openly about "shotgun blasts" (related to my hearing damage) and how the hearing "humming test" makes them laugh when performing it. This was embarrassing and I felt like I was not being taken seriously when I was terrified about hearing damage that could affect me for the rest of my life.Overall my experience felt unprofessional and did not give me the care I was looking for, especially when I am being charged $363.92. The only good thing that came of this visit was that I received a referral letter to an ENT.I attempted to contact the corporate offices with my concerns, but received no consistent replies or updates to my case.The bill for $363.92 is totally unjustified.

  

  Business Response

  Date: 10/09/2023

  Good Afternoon, 

  Thank you for providing the patient's concern. Communication about this matter has been addressed with the patient directly. Thank you!

  Customer Answer

  Date: 10/09/2023

  [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 this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *********************