Business Profile

Medical Service Organization

One Medical

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Complaints

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

Customer Complaints Summary

100 total complaints in the last 3 years.
59 complaints closed in the last 12 months.

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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:06/02/2025
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 May 12th, I had a 10-minute virtual call with a nurse practitioner for a blood pressure medication renewal. I was recently billed $381 for this call, which I believe should have been covered under my One Medical Prime membership as part of the included 24/7 on-demand virtual care. As per the membership benefits, I understand that on-demand virtual care is included at no extra cost, but it seems this call was billed as a scheduled visit. It's not clear that I was going to be charged for the call. Without a One Medical membership I would have been charged $45 for the same service.
Business Response
Date: 06/02/2025
Hello *******,
My name is *******, and I'm part of our Patient Relations team here at One Medical. Thanks for reaching out, and I'm sorry to hear about the experience you've had regarding billing.
I've reached out to our billing management team, and you should be hearing from them this week regarding this matter.
Thank you,
******* *.
Initial Complaint
Date:05/12/2025
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.
In early April, I was not feeling well. Upon the referral from a fellow workmate she told me about ****************************. I checked it out and noticed I could make an appointment for $49.00 for a video appointment. I went online and made the appointment.On April 16th I had my online appointment that lasted about 5 minutes. I noticed my appointment was with a Nurse Practitioner and not a Doctor. I was happy with my appointment but surprised I never received a bill. I assumed the bill would come in the mail. On April 23rd, 2025 I received a bill from AMAZON one medical for $187.85. As you can imagine my surprise. I was expecting a bill for $49.00 not $187.85. I called the ************ number to question my bill. When I questioned the bill the lady I talked with at your 415 telephone # got very argumentative with me. She said I did not pay for the $49 one time visit. I told her that it did not give me an option to pay the $49 ahead of time. She insisted it does when you schedule for the appointment. I did not see that option. She said that I was responsible for the $1187.85 due on May May 21, 2025. I also noticed that on the billing statement it does not say anywhere that it was a video visit over zoom it shows the location as ******* and says it was a new patient office visit of low to moderate complexity. I want to be very clear that this was a zoom visit with a Nurse Practitioner and not a Doctor visit in a brick and mortar with a doctor. It was less than a 5 minute visit with a Nurse Practitioner over a zoom call.I am willing to pay the $49.00 fee that I agreed to pay for But am not willing to pay the $187.85 that they have billed me for. I have made a copy of their website and video that shows the $49.00 appointment video that does not talk about the up fees that they are charging me. I have had multiple people do all the steps I took to make the appointment and everyone said it never lists any other price other than the $49.00.
Business Response
Date: 05/14/2025
Hello *******,
My name is *******, and I'm part of our Patient Relations team here at Amazon One Medical. I am sorry to hear about the confusion and experience you had, and we'd love to make it better.
We've reviewed this case, and have sent you an update via messaging. Please see there for an outcome and next steps.
All my best,
******* *.
Customer Answer
Date: 05/14/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* **********
Initial Complaint
Date:05/12/2025
Type:Product 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.
Billing statement
Business Response
Date: 05/09/2025
Hello *****,
My name is *******, and I'm part of our Patient Relations team here at One Medical. Thank you for reaching out, and I'm sorry to hear about the experience you've had with us.
I have escalated this to our billing management team, and they should be following up with you via messaging in the app regarding this case in the next week.
Thank you for your patience,
******* *.
Customer Answer
Date: 05/12/2025
I was seen by my established PCP on 12/27/2024 to address **************** and anxiety. Insurance was billed a ***** code (annual wellness visit) which was denied by insurance because an annual wellness visit/***** was billed within a 12 month period. I did not receive preventative care services that are required for a ***** billing code. This complaint is NOT about my PCP/ practitioner in any way but about the fraudulent billing by one medical and the refusal to correct the billing code.
Business Response
Date: 05/12/2025
Hi *****,
My name is *** and I lead our Patient Experience team at One Medical. Thank you for reaching back out regarding your complaint. I do see an in-app message from 5/9/2025 regarding your recoding request after further review of the coding and the next steps on your visit that I believe resolves this satisfactorily. If you have further questions, please feel free to reply to that message in-app or send us a message at *********************************************************

Best,

***
Customer Answer
Date: 05/13/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ******
Initial Complaint
Date:05/08/2025
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 May 1, 2024, I visited One Medical for a routine in-office visit that involved standard, low-complexity health checks. This was a straightforward appointment with no specialized procedures or testing.However, I was surprised to find a claim for $466.21 submitted to my insurance. This amount is significantly higher than expected for a basic visit.For context, I had an identical visit at the same One Medical location two years ago (2023/01/19), involving the same types of checks and billing codes. At that time, the total billed was $120.I have contacted One Medicals billing department for clarification but have not received a satisfactory explanation for the drastic price increase. There were no additional services, tests, or changes in complexity between the two visits to justify this charge.This lack of billing transparency and the sudden cost inflation raises serious concerns. I am seeking a corrected bill that reflects a fair and consistent charge based on the services rendered.- Desired Resolution:A detailed explanation of the $466.21 charge, including billing codes used and a breakdown of services.A revised bill that aligns with standard charges for similar visits, ideally consistent with the prior $120 charge.A commitment to transparent billing practices going forward.
Business Response
Date: 05/09/2025
Hello Ruixi,
My name is *******, and I'm part of our Patient Relations team here at One Medical. Thank you for reaching out, and I'm sorry to hear about your experience.
I see since this posting that our team has messaged you the cost breakdown you've requested here. Please follow up there for any additional questions, and we'd be happy to assist.
All my best,
******* *.
Initial Complaint
Date:05/05/2025
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.
Complaint Summary:Misleading booking led to a non-PCP visit and a $584 bill.Complaint Details:In February 2025, I contacted One Medical to establish care with a new PCP. A One Medical representative booked the appointment for me, assuring me it was a PCP ******** the appointment, the doctor informed me after the visit began that he was not a PCP and couldnt provide full care. Despite this, the visit continued, and I was later billed $584 for a basic blood pressure check and brief conversationservices I did not need at that time.Neither the doctor nor the office explained beforehand that this was not a PCP visit or that it would fall outside normal coverage with high out-of-pocket costs. I was not in urgent need of care and would have left if properly informed. I have called One Medical requesting a review of this billing and have also written a formal letter to the office but received no response. I hope One Medical will take responsibility for this error and work to restore my trust by resolving this matter fairly.Resolution Sought:I am requesting that One Medical review and dismiss or reduce this charge and improve patient communication to prevent future incidents like this.
Business Response
Date: 05/09/2025
Hello *****,
Thank you for reaching out. My name is *******, and I'm part of our Patient Relations team here at One Medical. I'm sorry to hear about your experience, and we're happy to help.
I have escalated this case to our billing management team, and you can expect to ehar form them in the next few business days regarding an update on this matter.
Thank you for your patience,
******* *.
Customer Answer
Date: 05/12/2025

Complaint: 23288338

Thank you for the reply. I do not accept this resolution because it does not address the central issue in my complaint. I was misled into an appointment I did not ask for, and I was charged $584 for care that was not appropriate to my needs and not clearly disclosed in advance.
This appointment was not scheduled by me. A One Medical phone representative booked it on my behalf and informed me it would be an initial visit with a primary care provider. When I arrived, I was seen by a non-PCP. Only after the visit had begun did the doctor inform me he could not provide the care I was expecting. I was already in the room, placed in a situation where I felt I had to proceed. The visit consisted of basic vitals and a brief conversation. Had I known it would result in a $584 charge, I would not have gone through with it.
Since the visit, I have contacted One Medical's billing department and received responses that do not address the core issue. I have also submitted a formal letter to the office. In each case, I was told the billing was correct and was blamed for having a high deductible plan. These replies ignore my concern about how the appointment was booked and the lack of informed financial consent.
This is not a disagreement over billing codes. It is about how One Medical mishandled the process, miscommunicated the nature of the visit, and failed to inform me of the cost in advance. I followed One Medical's process in good faith and was misled.
I am requesting that One Medical dismiss or significantly reduce the charge. I also hope the company will acknowledge that the handling of this situation was inappropriate and take steps to ensure this does not happen to others.
Sincerely,
***** *******
Business Response
Date: 05/13/2025
Hello *****,
Thanks for your follow-up. Our ****************** team sent you a message regarding this case on 05/12/2025. Please refer to that message for final determination on this case.
Best,
******* *.
Customer Answer
Date: 05/15/2025

Complaint: 23288338

I do not accept this resolution because it does not address the central issue in my complaint. I was misled into an appointment I did not ask for and was charged $584 for care that was neither appropriate to my needs nor clearly disclosed in advance.
This appointment was not scheduled by me. A One Medical phone representative booked it on my behalf, assuring me it would be my initial visit with a primary care provider. When I arrived, I was seen by a non-PCP. Only after the visit began did the doctor inform me he could not provide primary care. I was already in the room and felt I had no choice but to proceed. The visit consisted of basic vitals and a brief conversation. Had I known it would result in a $584 charge, I would have walked out.
Since then, Ive contacted One Medicals billing department and submitted a formal letter to the office. Ive received multiple responses that avoid my actual concern. Instead, Ive been told the billing is correct and blamed for having a high-deductible plan. These replies ignore the issue of how the appointment was booked and the lack of informed financial consent.
Additionally, Ive now seen that my claim lists knee pain and a growth on my ear as reasons for the visit. This is misleading. While I had hoped to discuss those with a PCP, I was not there for urgent treatment. Dr. ***** did not address or treat either concern. I brought them up in good faith as part of establishing care. I discussed them more fully a week later with an actual PCP at a second appointment I booked myself, one that was fully covered by insurance.
This is not a disagreement over billing codes. It is about how One Medical misrepresented the appointment, failed to provide proper care, and charged me for a visit I never knowingly consented to. I followed One Medicals process in good faith and was misled.
I am requesting that One Medical dismiss or significantly reduce the charge. I also ask that the company acknowledge the mishandling of this situation and take steps to prevent similar issues for other patients.
Sincerely,
***** *******
Initial Complaint
Date:04/30/2025
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 $600 for a PHONE CALL requesting sleep meds. The meds prescribed are absolutely horrible on top of everything ******* addition, I was given estimates for 5 tiers of care/complexity - this was SECOND FROM THE TOP. What is the low complexity, 'hi, bye'?Really terrible Also tried to call and was told to request a callback. BUT, they never called back. What am I actually paying for?
Business Response
Date: 05/01/2025
Hello Cayenne,
My name is *******, and I'm part of our Patient Relations team here at One Medical. Thank you for reaching out, and I sincerely apologize for the experience you've had with us thus far.
I've connected with our billing management team, and they are reviewing the coding. You should be hearing from them in the next few days.
Thank you for your patience,
******* *.
Initial Complaint
Date:04/28/2025
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 have been a member of Amazon One Medical for a few years now while having Aetna health insurance. I had an annual wellness visit on 4/25/25 during which time I requested the completion of a preauthorization for one of my medications. I informed and explained to the practice staff that my coverage with ***** will be ending on 4/30/25 and I will temporarily have coverage with ************************ (NC ********* starting 5/1/25 and that ************************ has requested directly from One Medical preauthorization for one of my current medications. The One Medical staff (****** ********** *.) advised that because they do not accept ******** insurance they cannot complete the preauthorization form. I explained that 1. I am currently paying for the 4/25/25 visit with *************** and the completion of this form is part of my Annual Wellness Visit and 2. I am willing to self pay and prepay for continued One Medical visits once or twice a year. They informed me that it is their Practice's policy not to serve ******** members, even if they self pay and prepay for visits because they do not accept ******************* I am disappointed regarding this Practice's policy. However, I am still entitled and covered for the 4/25/25 wellness visit and should receive the service of prior authorization request fulfillment, etc.
Business Response
Date: 04/28/2025
Hello ****,
My name is *******, and I'm part of our Patient Relations team here at One Medical. Thank you for reaching out, and I apologize for the experience you've had regarding this authorization and insurance. I've spoken with the team, and you should be receiving updated communicating regarding this matter (if you haven't already).
Thank you again,
******* *.
Customer Answer
Date: 04/29/2025

Complaint: 23259107

I am rejecting this response because: I am awaiting contact with ************************ regarding receipt of the completed pre authorization form. As I mentioned in my response to your team yesterday, it is extremely disappointing from a patient care perspective that it escalated to this point to receive appropriate patient care. When you drop a patient because of their insurance, irrelevant to whether they will self pay and prepay for services, without offering assistance to ensure continuity of care with another provider and continuity of their medications, one would hope you revisit your policies to ensure proper patient care. And again, I am more concerned about other individuals who are vulnerable to these discriminatory practices and their ability to navigate a complex system to receive appropriate care.

Sincerely,

**** *********
Business Response
Date: 04/30/2025
Hi ****,
Thank you for sharing your concerns. We certainly strive to do our best by all of our patients, but contracting does limit how much care we can offer. We are in the process of reviewing these workflows and processes, and greatly appreciate your feedback.
I do see you have been in contact with the team regarding the authorization form you initially reached out about, and please continue to work with that team for next steps.
All my best,
******* *.
Initial Complaint
Date:04/24/2025
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.
Similar problem with Amazon One Medical's deceptive business practice. I subscribed to ******'s One Medical since I do not have insurance and was interested in only using it for virtual doctor appointments only. I did not use the app but followed the stream of guidance and tried to do an immediate virtual meeting. Since it was late at night none of the virtual chats were immediately available so a menu of options to schedule an appointment was made available. Nowhere was there any indication that by scheduling a meeting that was NOT covered by the ********** subscription and would incur an additional $196 fee! So, after hours of nonsensical responses from One Medical billing, apparently only via APP USE does the Amazon One Subscription apply. Nowhere that I have found does it indicate that a virtual chat is not a remote meeting...So, minimally this is poor interface design, maximally it is deceptive business practices.
Business Response
Date: 05/01/2025
Hello *****,
My name is *******, and I'm part of our Patient Relations team here at Amazon One Medical. Thank you for reaching out, and I apologize for the confusing experience you've had with us.
I've reached out to our billing management team, and they should be in contact with you this week regarding this matter.
All my best,
******* *.
Initial Complaint
Date:04/24/2025
Type:Sales and Advertising 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 January 30 of 2024 I had symptoms of influenza, and my husband had tested positive just a day before. I called One Medical in order to avoid going out to an urgent care center, so that I could get a prescription for *******. A nurse practitioner answered the phone. She simply said that it sounded like I had the flu. This was obvious as we already knew we had the flu in our house, that was not why we were calling. We were calling so I could get treatment. The nurse practitioner then said that she couldnt not help me with this over telemedicine (then what is the point?) The video call ended, and I had to call a different telemedicine service clinic. This time a doctor attended me and agreed that it was clearly the flu and the best course of action would be for a prescription of ******* to be administered. The treatment worked. To my surpsise, I received a bill from my insurance company that One Medical charged me for this "consultation". They even charged more than the actual doctor *** actually helped me treat the flu infection. I called One Medical to dispute this as I do not agree I received any service from them. They said that because someone talked to me, even if they did not provide any medical help, it still counted as a medical service that I had to pay. We researched online and there is nothing that says that an obvious flu cannot be treated with a prescription of ******* over telemedicine. That seems to be the ***le point of the concept of telemedicine, otherwise I would have gone to a clinic. This one interaction with One Medical may not have been a scam, but the result of the interaction was exactly the same as if it had been a scam...
Business Response
Date: 05/01/2025
Hello ****,
Thank you for reaching out. My name is *******, and I'm part of our Patient Relations team here at One Medical. I am sorry to hear about your experience. I have reached out to our billing team, and they will be in contact with you this week regarding this matter.
I hope you are feeling better!
All my best,
******* *.
Initial Complaint
Date:04/23/2025
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.
One Medical has refused to provide an accurate remaining balance statement. I am on a payment plan due to 2 appointments my insurance did not cover. I am receiving statements with the remaining amount due. These statements do not reflect a discount One Medical agreed to when the payment plan was set up. In addition, I reached my out of pocket maximum late last year and One Medical charged me co-pays for three appointments after I reached my out of pocket maximum. Since these were tele-health appointments, I did not realize at the time One Medical was charging the card on file. I contacted One Medical billing for a refund and after multiple follow **** I was told over the phone One Medical has applied these co-pays to my remaining balance. This is not reflected in any statements Ive received nor my current balance reflected in the One Medical app. I have requested that One Medical confirm in writing that the overpayment was applied to my remaining balance and they would not confirm in writing. My current balance is not accurate. One Medical has refused to correct it and I am concerned I will be over charged.
Business Response
Date: 04/23/2025
Hello *******,
My name is *******, and I'm part of our Patient Relations team here. Thank you for reaching out, and I am sorry to hear about the confusion you're experiencing regarding billing. I have escalated this to our ****************** team, and you can expect a response from them by the end of this week.
Thank you for your patience while we investigate this matter, and we look forward to following up with you directly.
All my best and respectfully,
******* *.

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