Complaints

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:09/23/2024

  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.

  First appointment for weight loss meds. Was told to do labs and check to see if my insurance **vered the meds. Insurance did not. Got the labs. Was told to book a 2nd appointment to go over lab results and begin appeals process for an exception for **verage. (I have another disability.)Was referred to specialist for the lab results. The first appeal was sent July 1, 2024. I was advised to **ntact insurance for results after waiting 10 days only to find out they faxed the results to circle the same day.Was repeatedly told by the chat staff there was no such appeals process and the only way forward was to change my insurance plan. This **nflicts with the purpose of the 2nd appointment. I **uld have gone back to my in person primary for the labs or have been simply sent a referral. There was no need for the 2nd appointment if there was no such thing as an appeals process. I tried getting more information from the Nurse Practitioner but she had no support staff and did not know where I was in the appeals process and again advised me to **ntact my insurance **mpany to find out the next step. I chose not to **ntinue offering free labor and found another option. When I advised I would not pay for the appointment as I had told them *before* I booked it that my insurance did not **ver weight loss meds, they then said the appointment was to discuss the results of my labs. I called the insurance **mpany. It was **ded it as an obesity related appointment, NOT anything to do with test results. They either need to **de it **rrectly so my insurance pays all but the **pay, they need to **mplete the appeals process (without me doing unpaid labor), or adjust the total appointment **st to what the insurance ** already paid.

  

  Business Response

  Date: 10/10/2024

  A member of our specialist billing support team has investigated and been in touch with the consumer directly to resolve the complaint. 

  Customer Answer

  Date: 10/14/2024

   
  Complaint: 22324813
  
  I am rejecting this response because:

  I advised your team BEFORE the 2nd appointment that my insurance didn't cover the weight loss meds. I was told in the first appointment that if that was the case the ** would complete an appeals process to see if my special circumstances would lead to an exception. 

  After no word from Circle, I contacted my insurance company to find out they faxed over the first denial on July 1st. JULY 1ST. Not until I CONTACTED circle did they even know the first appeal had been denied. I was then asked WHERE I WAS IN THE APPEAL PROCESS. 

  To find out, I had to call the insurance company back, which I didn't have time for, I have severe ADHD which circle knows. I wasn't sure and she filed another appeal. I received a letter from the insurance company that THAT appeal was denied because the first line of appeals wasn't yet exhausted. I have received NO training on how the appeals process worked. 

  I was told IN THE FIRST APPOINTMENT that CIRCLE would handle the APPEALS process, not that I WOULD HANDLE it. 

  I have asked MANY times for circle to tell me where I am in the appeals process but they don't seem to have access to that information, which has been provided to them by my insurance company via fax. The only way this process moves forward is if I CALL THE INSURANCE COMPANY to find out and then INFORM CIRCLE of information they ALREADY have been provided. 

  I have been told lies that I didn't tell them my insurance didn't cover it until after the 2nd appointment. THIS IS A LIE. I was also told the appointment was to discuss an appeal not to actually carry out the process, which means I was lied to in my first appointment where I was told of the appeals process, which is WHY I MADE THE SECOND APPOINTMENT after speaking with my insurance company, 

  Circle still cannot tell me where I am in the appeals process. WHY NOT????? WHY DO YOU NEED ME TO TELL YOU???  This is like taking my car to a mechanic and having them ask me, ok what do I need to fix?, and when I can't tell them, they still charge me for bringing it in. 

  At one point, they even tried to argue to appointment was to review lab results, but if that were the case, you coded it wrong and didn't get paid from my insurance company. 

  The bottom line is I was told of the appeals process in the first appointment, so I made a second one for that to happen. I even spoke with the ** in the appointment and told her I had already informed the chat that my insurance didn't cover and I hope this appointment isn't for nothing. She assured me the appointment was for the appeals process. It didn't happen. It still can, but circle continually refuses to access information THEY HAVE BEEN PROVIDED, to complete the next step. 

  So tell me, where am I in the appeal process?

  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 10/21/2024

  Upon review of the case, there does seem to have been some miscommunication regarding our capabilities in terms of insurance appeals. While our dedicated prior authorizations team is able to help patients submit appeals, these are done on a case-by-case basis, and never in the case of plan exclusions, as these very rarely get approved. If a provider would like to appeal a plan exclusion for their patient that is within their power and they may proceed with that avenue, but in this case must be completed by the provider and not the support team.

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22324813
  
  I am rejecting this response because:

  The reason why the prior authorization/appeal was needed was because I have an exercise intolerace illness that prevents me from losing weight in the normal way, not simple "my plan doesn't cover it," even though we selected the highest tier offered. It was never an option. 

  Whether your prior authorization team was suppose to complete the process or the ** was suppose to complete it makes no difference to me, it wasn't completed. Why would I pay for something that's not completed? 

  Why did you gaslight me into saying you didn't receive the first response until July 10th when it was faxed July 1st? 

  There was no way for me to know any of this when I agreed to/scheduled the 2nd appointment.  

  After the MANY emails and discussions regarding this, this is the first time a miscommunication has been mentioned. Clearly there's an internal issue with circle medical here. 

  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:09/23/2024

  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.

  We paid to see a doctor. We submitted everything as requested. Came on for appt just to be told they don't have the papers and we would have to pay for another appointment. Resent everything again and then got no more contact. I would like ALL of our money returned since we never even had an actual appointment.

  

  Business Response

  Date: 10/10/2024

  Our ADHD intake process is a multiple appointment process, as is well documented on our website. Usually, patients send in their medical records after the first appointment to be reviewed. However, even if records are sent prior to the first appointment, the multiple steps are still required. We have reviewed this case and the appointment that occurred was a billable encounter, as records were not sent before the first appointment and the first step of the process was completed in full. 

  

  Business Response

  Date: 10/10/2024

  Our ADHD intake process is a multiple appointment process, as is well documented on our website. Usually, patients send in their medical records after the first appointment to be reviewed. However, even if records are sent prior to the first appointment, the multiple steps are still required. We have reviewed this case and the appointment that occurred was a billable encounter, as records were not sent before the first appointment and the first step of the process was completed in full. 

  Customer Answer

  Date: 10/10/2024

   
  Complaint: 22322994
  
  I am rejecting this response because:

  Emails were sent numerous times with intake paperwork. Patient hasn't been to a ** in over 20 years so there were no records to send. We were charged a no show for one and we were on the app and the phone. Try to get the next person just refund our money we are already seeing Dr. ******* locally.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 10/15/2024

  I have double-checked to ensure that no no-show or cancellation fee was charged. The fee for the initial appointment remains billable as the appointment was completed in full.

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22322994
  
  I am rejecting this response because:

  There was no valid appointment only 3 hours of missed worked and well over $100 buck for yall to say you don't have what you need. 1st  you said we didnt send in required docs which we did multiple times and I have submitted the screenshots showing the multiple submissions. Again no previous ** record one surgery 20 years ago and even if your correct and there was an appointment nothing was ever done on yalls end cause we still don't have his required medication. We got in with a real doctor and want our money back. Services were NOT performed so you need to refund our money. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 10/23/2024

  We have reviewed this case in full multiple times to ensure that all charges are associated with complete, billable encounters, and we consider this case closed. 

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22322994
  
  I am rejecting this response because:

  We paid for service that was not provided and a refund needs to be issued. You don't even deserve 1 star at this point.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:09/20/2024

  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.

  Having used their services once before for the same medication I needed refilled, I decided to schedule an appointment. I made the appointment and after submitting payment information, my appointment was scheduled shortly after. During the first appointment I was told by the doctor that she wasn't authorized/qualified to prescribe. So they made me schedule another appointment. After another day or waiting, I was scheduled for another visit with a new doctor. Which lasted all of 20 seconds before she hung up. I had sent my most recent physical records ahead of time as I knew it would be needed. Before I could say a word the PA they assigned began to tell me that the records weren't good enough. I explained it was all that I was given and she cut me off and loudly spoke over me, telling me she knew better and that I must have "something more you aren't sharing" . I was shocked. I told her I hadn't and that I thought that was a pretty rude statement. She then said that she was going to "report me to Circle Med" and determine if they would do business with me in the future and hung up. Beginning to end - 39 seconds. Max. I was then charged $110.00 without ever having being treated. These people are the worst and hire nothing but junk physicians. They are literally the bottom of the barrel and will do absolutely nothing to treat whatever ailment you attempt to seek medical care for. Doesn't matter if it's antibiotics or all the way to antidepressants- (mine was antibiotics - a z-pack) you will have to jump through hoops to be treated. *********** and send them the report, send over medical charts and wait days before anyone ever sends in an rx post appointment. Everything negative others have said is true. I swear to God. They will charge you without treatment and insult you along the way. Disgusted in myself for allowing them to steal from me. I know better. I was just desperate.

  

  Business Response

  Date: 10/08/2024

  We have already reached out to the consumer directly via our secure, HIPAA-complaint chat to resolve the complaint. 

• Initial Complaint

  Date:09/20/2024

  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.

  Made appointments with Circle Medical after being told that they accept my insurance. After 4 months I receive an email stating that I owe money because my insurance denied my claim and my card would be charged in 48 hours. I looked at my *** from my insurance company and it has a provider listed that I did not see. I believe that either they have failed to do their jobs by submitting the claim correctly or maybe trying to scam the insurance companies. I have reached out to them to resubmit the claim with the correct information regarding my provider but have yet to receive any repsonse. I believe if they charge my card for the denied claims I will never see that money again even if the insurance company pays the bill. The app and website will not let me remove my card from the account so they won't charge me until this is settled.

  

  Business Response

  Date: 10/08/2024

  Our Medical Billing Support Team Lead has reached out directly via our secure, HIPAA-compliant chat to resolve the complaint. 

• Initial Complaint

  Date:09/19/2024

  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.

  I had an appointment August ******************************************** through the appointment The second appointment on September 11, again the ** did not listen to me, he made fun of me, treated me very unprofessionally and rushed me they the appointment I them receive a message saying the ** sent out medicine for me to pharmacist. Pharmacist warned me the medication I was on and the new meds had side effects, and after explaining I had panic attacks, the pharmacist questioned why they sent the new meds and called circle medical. They advised that the ** hasn't notated the medicine I was already on. The prescribing ** messaged me insisting I take new meds and my old meds. I explained the meds I was currently on was not the right medication and I needed to get off of it, misdiagnosed. He insisted it would be fine.I took it as advised and had a panic attack worse than I'd ever had. I missed the appt I had that day because of the panic attack. I don't mind paying, but I don't understand how a ** can mistreat me, not listen, prescribe and insist I take medicine when the pharmacist and the side effects would suggest otherwise. When circle medical found out about panic attack, side effect, the ** prescribed a new me without discussing it with me, gave me no directions. I tried to make another appointment to ask about newest medicine and about tapering off the medicine I shouldn't be on, but now they won't see me until I pay them even though they are the reason I'm having so much issues. They won't excuse the missed appt, even though I was having a medical emergency from their prescribed medicine, they won't see me until I can pay. But i was planning on paying with my next check. And I shouldn't have 4 appts being billed. Now I have medicine I'm scared to take, my original medicine is wrong, and I'm feeling very taken advantage of. I don't mind paying, but due to the mistake they made, they should see me to fix what they did.

  

  Business Response

  Date: 10/08/2024

  I have reached out to the consumer directly via the secure, HIPAA-complaint chat to resolve the complaint directly. 

• Initial Complaint

  Date:09/10/2024

  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.

  I had an appointment in 9/8 with Dr ****** *******, I was charged for the appointment and have a copy of the physician notes that my prescription was sent to the pharmacy. It has been over 48 hours and the pharmacy has still not received my refill request. I am without my medication and suffering as a result. The care team has been unable to assist me or help me. They just keep stating they are reaching out to another doctor to help. Please help reach this company and come to a resolution

  

  Business Response

  Date: 10/08/2024

  This complaint has been resolved directly via our secure, HIPAA-compliant chat. 

• Initial Complaint

  Date:09/09/2024

  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.

  This provider appears to be nothing but a schedule 2 pill mill. They are unprofessional, and their portal and support staff are of very little use. I spent $170 for the first appointment, had medical records sent over. On my second appointment ($100) the zoom call froze 1/3 of the way through the provider visit. No possible way to reconnect, talk to the provider or get assistance. Yet I was charged full price for the ******** prescription for Adderall was sent to a ********* pharmacy, but the pharmacy was out of stock. After some work, I was able to have Circle Medical support staff send the script to another pharmacy, which was out of stock also. I tried to have the script sent to a third pharmacy, but it is just not worth the horrendous amount of time it takes to deal with the support staff through the support ********* time, money and effort dealing with Circle Medical has been a complete waste. I would like a refund, at the very least, for my last telemedicine visit that was truncated. I would also like to have an official report on file with the BBB. This establishment is not professional, helpful or an entity that people seeking treatment should be involved with.

  

  Business Response

  Date: 09/24/2024

  Our team has been in contact with the patient directly via the secure, HIPAA-compliant chat to resolve the complaint. 

• Initial Complaint

  Date:09/07/2024

  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.

  Circle medical has taken payment from my insurance then charged my bank account full price for dr ************ they have already been paid for, they were also not authorized to charge any of my cards or accounts! I have attempted to contact this company for the past 3 months. I cannot get to a real person!What do I do?! 3 months and NOTHING!

  

  Business Response

  Date: 09/24/2024

  I have reached out directly via the secure, HIPAA complaint app to resolved the complaint. 

• Initial Complaint

  Date:09/04/2024

  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.

  This company is trying to charge me $100 for a basic PCP appt. My appt was 07/30 with ***** ******. I have in-network commercial insurance and the provider didn't even do anything but tell me that I have to go to my obgyn to manage my preventative medication bc I'm pregnant. The appt was 2 seconds. If I owe anything out of my own pocket that's a medical scam if anything. When i asked for a solution to the billing by email that Circle medical themselves indicate to email in their text message to send an inquiry to--they respond with this blanket AI generated template statement to send them a message in their unsecured chat. Well-you didn't say that was a way to a resolution in your text message?? you said I could email! So circle medical wants me to use their secured portal for messages--but wants to continue to send me unsecured text messages that they want me to pay up $100 So they have a problem emailing me about billing solutions even when I begin the email-but have no problems harassing me by text about money (I shouldn't owe them).

  

  Business Response

  Date: 10/08/2024

  This complaint has already been resolved directly via our secure, HIPAA-compliant chat. 

• Initial Complaint

  Date:08/30/2024

  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.

  On August 15th I noticed a charge that I did not authorize from circle medical for ***** which is there noshow fee. After several days of waiting for them to respond to a chat the charge had posted to my account. I was informed that they did not charge me a no show fee but I absolutely was and the 2 customer service people did nothing at all. I informed them I was going to report it to my bank. And I did on August 18th. Tonight August 30th I received 4 emails saying I have a balance on my account totaling ******. And they were going to charge this same debit card in 48 hours. Well that card was reported stolen due to circle medical charging me ***** for a no show that I did not have. The 4 invoices are ****** each which is the self pay fee and I'm wondering why because my insurance is in network and has a ***** copay. I was never contacted by circle medical about anything until today August 30th and the first invoice is from May 2024. Circle medical does not have the right to hold invoices that are not even the correct amount then months later say we are just going to take it in 48 hours.

  

  Business Response

  Date: 10/08/2024

  Our billing support team has reached out to the consumer directly via our secure, HIPAA-compliant chat to resolve the complaint.