Important information
- Customer Complaint:
Circle Medical came to BBB’s attention in June 2020. A review of complaints was done in June 2025.
BBB suggests you review the links below for billing, insurance, account questions and troubleshooting information.
https://help.circlemedical.com/en/
Complaints
Customer Complaints Summary
- 219 total complaints in the last 3 years.
- 113 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/11/2024
Type: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 had two appointments with a health professional for an ADHD evaluation. At the second visit, the health professional order a prescription for me. I found out at this time that my preferred pharmacy, CVS, does not work with Circle Medical. I instead asked to have it sent to ******** Well ******* called and informed me they would not fill a prescription from Circle as well. I contact Circle and they resent my prescription to Giant Eagle. Giant Eagle then also informed Circle they would not fill their prescription. Circle then sent my prescription to a virtual pharmacy and they also refused to fill anything from Circle. I would recommend not utilizing this company if you plan on receiving any prescriptions as most pharmacies will not work with them.
Business Response
Date: 01/14/2024
We have reached out to the consumer directly via our secure, HIPAA-compliant chat to resolve the complaint.Customer Answer
Date: 01/15/2024
Complaint: 21124878
I am rejecting this response because the company did not reach out to me to ask how to resolve this issue. They sent the prescription to a random pharmacy without my permission. The pharmacy is not one I have ever used before as well.
Sincerely,
****Business Response
Date: 01/20/2024
We have reached out to the patient once again in the app to resolve the complaint. We would be happy to continue any further discussion through our secure channel, and encourage the consumer to reach out if they are still unsatisfied with the resolution offered.Initial Complaint
Date:01/11/2024
Type: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.
This company is a scam. They have been incorrectly billing my insurance company for months, and locked my account out of treatment leaving me without access to medications when I requested the issue be resolved. Every single support agent (which you can only speak to over their bug-ridden app, and will close out your conversation if you don't respond quickly so you have to start over) other than one named ****** has been snide, condescending and rude to me while I've requested explanations around why there are different billing codes being sent to my insurance for the SAME type of telehealth appointment each month. The cost passed along to me has been OVER 8x what I used to pay, with ZERO disclosure and just a blame game from their business that it's my insurance issue (yet I've spoken to an actual person over the ***** at UHC who stated how their billing was strange being that the provider name listed is someone i've never heard of and that the billing codes were not billed to them as Telehealth but instead a regular in person office visit) and even passed along the agent name and case # with UHC back to Circle as requested to "figure it out" and there has been zero progress or answers from them. Just condescending and horribly trained chat support agents who have zero incentive for accountability around other's health. STAY AWAY FROM THIS PREDATORY SCAM OF A COMPANY!Business Response
Date: 01/13/2024
I have reached out to the patient directly via our secure, HIPAA-compliant chat to resolve the complaint.Initial Complaint
Date:01/11/2024
Type: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.
CM web page lists insurances that they take and Aetna is one of them. That was the reason why my son decided to schedule an app with them. He entered his insurance and credit card. After the appointment, he saw that his credit card was charged for the appointment. He tried to enter his insurance again in their app, he got a response that they didn't accept his insurance. So he paid 149 out of his pocket. He tried to cancel his second appointment because he couldn't pay out of pocket and started looking for a provider that would take his insurance. He was charged 100 for that. So 249 so far. I got an explanation of benefits email of Aetna where it said that Circle Medical actually charged them for the appointment 270 and ***** paid them 190 . I will attach the screenshots below. We contacted them about that and they continue to lie that no, actually ***** didn't want to cover it.Business Response
Date: 01/14/2024
Hi *****, I would love to help resolve any billing issues directly via our secure, HIPAA-complaint chat. If he is able to, please urge your son to reach out via the app and ask to speak to me (*****), and I would be happy to investigate the situation further and do what I can to make things right.Customer Answer
Date: 01/14/2024
Complaint: 21121202
I am rejecting this response because:My son contacted you numerous times and you've told him to call his insurance. You are messing with him and making him waste his time which is really horrible.
My isurance tried to call you a few times but your phones were blocked. We've wasted weeks on this and you've been deceitful.
You've been using **** to keep the money. HIPA is about medical privacy and shouldn't be abused to take peoples' money.
I've attached all the documents that are needed to research. Please check Aetna claim E7368MST7 for ****** from 12/30/2023. I'll attach the details again. The credit card charges are also attached. It's a BECU **** charge made on 12/30 for 149 dollars. I will email my credit card number the your emails address and the name of my son. That would be more than enought for you to research.
When can my insurance call you? The woman tried multiple times and no one bothers to pick up the phone.
Sincerely,
*************************Customer Answer
Date: 01/16/2024
Email address: ******************** or *********************************
Please refund my money.
And this is what you told my son when he tried to chat with you through the app:
Thank you for chatting back, ****! I was reviewing your chart and noticed that the status of your insurance is marked as "Plan Not Accepted" and noticed that your appointments from: Dec 30, 2023- Video ADHD Intake Appointment you were charged an amount of $149.00Better business complain Complaint ID: ********
Insurance: Aetna, ID W2178 06737Insured: *************************GRP: 701143-015-00001Address: ********************************************************************
Credit card: **** Credit Card 6499 BECU
Claim:
Credit Card ChargesOn Mon, Jan 8, **** at 8:19 AM ****** from Circle Medical <********************************> wrote:Hello *****,
As I previously mentioned, due to HIPAA Compliance I am not able to provide any further information about your son's chart or charges. The best will be to have your son chat with us through our HIPAA-compliant chat section on the Circle Medical app. Our ************ Team will be more than happy to review this complaint and give the corresponding help needed, but we will need him to chat with us directly.
I do want to clarify we are not using any excuse to not assist you, but since your son was the one who received our services and if he has any complaints or doubts about any charges we can review them with him directly, but we will need him to chat us through our chat section on the app.
Thank you for understanding.
******
Circle Medical
Business Response
Date: 01/16/2024
We consider this case closed as we have now resolved the complaint as per the consumer's desired resolution. In order to maintain HIPAA-compliancy, we have sent all details relating to the complaint resolution via our secure chat function in the Circle Medical app, so we urge the consumer to check the account involved in the complaint and would be happy to discuss the situation and any other concerns to a greater extent there.Customer Answer
Date: 01/17/2024
Complaint: 21121202
I am rejecting this response because:You've charged my credit card again. Eventhough we've ended any communication with you.
You're making fun of me and the better business biro.
Shame on you. You behavior is criminal.
What are these charges for?
1/17/2024 CIRCLE MEDICAL CARE ************ CA - AUTH GRANTED $85.00
1/17/2024 CIRCLE MEDICAL CARE ************ CA - AUTH GRANTED $134.00
Sincerely,
*************************Customer Answer
Date: 01/18/2024
More to this.You've charged my son's insurance again for a January 6 app. There was no medical appointment then, my son told the doctor that he can't continue with her because you've told him that you don't accept his insurance. This charge is a fraud
And you've charged our card AGAIN with a charge date of 01/17 I have no idea what for
Business Response
Date: 01/20/2024
We have made sure any incorrect charges were refunded as appropriate, and are happy to continue discussing this case and any further complaints through our secure, HIPAA-compliant chat. We do consider this case closed as we have resolved it to the consumer's request, but again, are more than happy to engage in further discussion through our app.Customer Answer
Date: 01/22/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:12/21/2023
Type: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.
This company is a scam. I used them to help me with sleeping as I have a very hard time staying asleep. On their website they claim that they take insurance and you have upload a picture of your insurance card to the company, which I did when I first signed up. They charged me $250 for a sleeping device, $40 for an appointment without going through my insurance first. I paid out of pocket for the appointment and the sleeping device. It took them over a month to run my insurance. Then I get a message from them saying they entered the wrong billing code and thats why my insurance denied the claim. This company is a complete scam. They just ran my claim as of 12/21/2023 and charged me $10 for an appointment I already paid out of pocket for. I am contacting my bank about these fraudulent charges. This site needs to be investigated, horrible customer service, their app *****, you cant get anyone to answer the phones. The sleep device they sent me they tried charging my insurance $500, but they denied the claim after I already paid them $250 out of pocket. This sleep device cost less than a dollar to make. Horrible horrible horrible. Do not use this company.Business Response
Date: 01/02/2024
I have reached out to the consumer directly via our secure, HIPAA-compliant chat to resolve the complaint.Initial Complaint
Date:12/16/2023
Type: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 contacted Circle Medical for an ADHD evaluation. I made an appointment and was seen by the provider. The second appointment I had with my provider was charged as a Physical Examination. The appointments that I conduct with the Circle Medical Provider were telehealth visits and at no time was it disclosed that they would be billing me for or providing me with a Physical Evaluation. I have BCBS Blue Advantage and receive one physical per year with my ******* Care Physician. In October, I had my annual physical and the charges were denied because Circle Medical charged me for a Physical. The appointment date was on 05/22/2023. It was billed at a higher rate and I was charged a co-pay. I am not required to pay co-pays for physicals but I was charged which is why I was unaware that I was scheduled for a physical. I was seen for my physical by my PCP and I am being charged over ****** because Circle Medical billed me and my insurance incorrectly. I have contacted Circle Medical by phone multiple times and have left messages. I have attempted on 8 separate occasions to reach a resource via their chat, the chat is responded to within 24 hours but I am not given an opportunity to speak with anyone about the charge, they just close the case out. I have reached out to the provider and I can not reach anyone to discuss this. I would like to formally file a complaintBusiness Response
Date: 12/18/2023
I have reached out to the consumer directly via our secure, HIPAA-compliant chat to resolve the complaint.Initial Complaint
Date:12/15/2023
Type: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 had three appointments December 10th, 12 and 13. I've shared all my insurance information as well as credit card information. I was given a prescription that's not even valid with no response from the company.Business Response
Date: 12/18/2023
I have reached out to the consumer directly via our secure, HIPAA-complaint app to resolve the complaint as per the consumer's desired resolution.Initial Complaint
Date:12/14/2023
Type: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 recently seen by circle medical, and I was issued a prescription. When I went to the pharmacy, the pharmacist said the prescription was unable to be filled due to when the prescription was written they didnt fill out all information needed. Since then Ive reached out several times, and I have received no response. I have tried to get the prescription filled out correctly so that I can have it filled both through the chat and leaving voicemails they are unresponsive. It seems that this company takes your money and then ignores you and does not fulfill the requirements that you pay for.Business Response
Date: 12/15/2023
I have reached out to the consumer directly via our secure, HIPAA-compliant chat to resolve the complaint.Initial Complaint
Date:12/12/2023
Type: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.
Circle medical does not respond in a timely manner to questions and requests sent through their app, and yet insists that all communication go through that app. I have had prescription requests sitting in unread chats for as much as a week -- and prescriptions obviously need to be filled in a timely manner.Business Response
Date: 12/13/2023
I have reached out to the patient directly via our secure, HIPAA-compliant chat to resolve the complaint directly.Initial Complaint
Date:11/29/2023
Type: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 fraudulently charged on my credit card from this company, which I received no service. They charged my credit card without authorization. Total scammers!Business Response
Date: 11/30/2023
I have reached out to the consumer directly via our secure, HIPAA-compliant chat to resolve the complaint.Initial Complaint
Date:10/18/2023
Type: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 go to Circle Medical for telehealth. My provider initially treated me for ADHD, but now is my PCP. My insurance is UMR, and my copay is $30 for telehealth or in-person regular med appts. My copay has always been $30 at Circle Medical, and it shows that in-app. Then my provider told me, due to federal regulations, and for Circle Medical to stay in compliance to treat solely via telehealth, they have to meet with patients in-person 1x a year. I made the in-person appt. Their providers live all over. I had to schedule around when she would be in town, because they rent out vacant buildings for an office for a day to complete these appts. I went to my in-person appt on Aug 7th, 2023, which was the same as telehealth. On Sept 11, 2023 they charged my HSA card without consent for $127.61. I disputed the charge, and was told by UMR that my copay is in fact $30, and Circle Medical had charged me incorrectly. The refund from my HSA was the difference of $97.61. Circle Medical then told me it was for my deductible, which I don't have one (verified online and via phone through UMR). Then Circle Medical said that the provider was out of network for me in-person. The provider they bill under regularly isn't even the name of my provider. I called UMR and they said that provider's NPI is in-network for me, and are reprocessing the claim as of Oct. 13, 2023, and that it will take 45 days. Circle Medical, after being given all information from UMR, is now saying yet again that my in-person appointment was in-network for me. I told them I didn't request this in-person appointment, and was just being compliant. If there was a discrepancy from what is expected, they needed to tell me, referencing the No Surprise Act. I would have never taken an appt with an out-of-network provider. UMR called both numbers listed for Circle Medical. Both lead to a general voicemail. I have called many times and can't reach anyone. I asked the agent in-app for the #, and they have not provided me one.Business Response
Date: 10/20/2023
I have reached out to the patient directly via our secure, HIPAA-compliant app in order to resolve the complaint.
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