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Business Profile

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InstaMed
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

Find a Location

InstaMed has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • InstaMed

      1880 John F Kennedy Blvd Fl 12 Philadelphia, PA 19103-7432

      BBB accredited business seal

    • InstaMed

      3300 Irvine Ave Ste 305 Newport Beach, CA 92660-3108

    Customer Complaints Summary

    • 61 total complaints in the last 3 years.
    • 14 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:10/03/2022

      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.
      On 5/24/22 I sent a payment of $616 through Instamed. The Provider was ********************/**** *. It was for genetic testing. Mistakenly, Instamed sent the payment to one of many ********** Hospitals. I have never received services from a *********** Hospitals. I figured this out after many phone calls with ******************** and Instamed. The last time I contacted Instamed they sent this phone number as the contact to where my payment was sent: **************. I called. They were unable to locate my payment. ********************/**** * does not have my payment. Instamed has not provided me with the contact info of the provider who was sent my payment. I need my money back. I have expended a lot of time and energy trying to recoup my misdirected payment. I need instamed to solve the problem they created.

      Business Response

      Date: 10/14/2022

      InstaMed reached out to both *** and her Provider, and sent proof of payment for the transaction in question.  InstaMed's Service Team continues to work with both parties to have the payment credited to ***'s account.  Please reach out to InstaMed's Service Team at (866) INSTAMED or ************** or [email protected] for additional assistance.

      Business Response

      Date: 11/08/2022

      InstaMed continues to research and work towards a resolution on the matter *** has raised with the BBB.  Her request for a refund in the amount of the payment is being evaluated, and *** can contact InstaMed's Support Team for an update at (866) INSTAMED or ************** or [email protected].

      Customer Answer

      Date: 11/16/2022

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

       Complaint: ********

      I am rejecting this response because:

      I have not been compensated for interest on the money instamed sent to the wrong provider. Additionally I have not been compensated for the time spent dealing with this matter. 

      Regards,

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

    • Initial Complaint

      Date:09/29/2022

      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 paid 295.98 through my insurance portal for an orthopedic appointment in October of 2021. This payment was processed through InstaMed and still has not been received by the doctor's office who just sent the bill to collections. When I contact InstaMed, they give the same solution of emailing the payment details to the doctor's office which has been done repeatedly to no avail. This company has refused a refund so that I can pay the office directly.

      Business Response

      Date: 10/14/2022

      InstaMed reached out to both ******* and her Provider, and sent proof of payment for the transaction in question.  InstaMed's Service Team continues to work with both parties to have the payment credited to *******'s account.  Please reach out to InstaMed's Service Team at (866) INSTAMED or (866) INSTAMED or (866) 467-8263 or [email protected] for additional assistance.

      Customer Answer

      Date: 10/25/2022

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

       Complaint: ********

      I am rejecting this response because:
      There has been no progress made with assisting the provider with finding the payment. I've been denied a refund under the guise of the payment "being processed" though the office never received payment. After informing that the email was not helpful to the provider in locating the payment, there has been no additional information given. In fact, a couple of emails have been received with confirmation information that varied from the previous response.

      Regards,

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

      Business Response

      Date: 11/08/2022

      In response to *******'s feedback, InstaMed contacted her Provider on 11/1/22 to work on their acknowledgement of payment.  During the call, the Provider requested *******'s date of birth, and this is not information that InstaMed can provide.  InstaMed has emailed ******* on 11/2/22 and 11/7/22 requesting that she contact our Support Team so that a 3-way call can be initiated with her Provider to resolve acknowledgement of payment.  As of 11/8/22, the Support Team is ready to be contacted by ******* and facilitate the 3-way call.  InstaMed's Customer Support Team can be reached at (866) INSTAMED or (866) 467-8263 or [email protected].

    InstaMed is BBB Accredited.

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