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:07/11/2025

  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.

  I contacted plush care for weight loss medication. I had an "appointment" with a doctor on 5/29/25 who sent me a script for bloodwork. I had the bloodwork done within 2 days of receiving the script on 6/1/25. I sent a copy of my bloodwork results to ********** on June 2, 2025 and heard nothing from **********. On 6/4/25 I message ********** after my pharmacy contacted me to tell me that there was a prescription sent from there but it needed prior authorization from my insurance. ********** responded on 6/5/25 saying they were "working on it". I heard nothing and on 6/12/25 I reached out again, and was told again they were "working on it" On 6/23/25 I contacted ********** again to tell them that the prior authorization had been closed by my insurance company because they provided nothing to them to process, I also told them I was cancelling my account and that they had the worst customer service from any "medical office" I had ever experienced.. On 6/24/25 ********** responded for the 3rd time they were "working on it", even after I told them I was cancelling my account. On 7/11/25 I received a bill in my email from ********** for $169.37 saying my insurance didn't cover my visit. I did not receive the promised "care" from this "medical facility" and do not believe I owe them any money as they did not do what their website stated they would. I believe their weight loss medication promises are a scam and they bank on people not wanting to wait on insurance to pay for weight loss meds and pay them outright because they do not contact the insurance company once they submit the initial prior authorizations. ( I have proof of this from the many discussions I had with my insurance company) I would not recommend this company to anyone, little to no customer service and then just "canned" responses (even after you cancel your account) obviously no one is actually reading any messages you send and trying to call is impossible, your on hold for hours until you hang up.

  

  Business Response

  Date: 07/18/2025

  Hi *****,

  Thanks for reaching out and bringing this to our attention. Were sorry about the experience youve had, it appears our team was having difficulty getting the appropriate forms/ documentation from your insurance to submit as they were unable to submit the prior authorization online as we do with most request. As a courtesy, we have waived the balance due of $169.37 and you currently have a $0 balance. Please let us know if you have any other questions, thank yoU!

  Customer Answer

  Date: 07/18/2025

  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:07/10/2025

  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.

  PlushCare business office is charging me twice for an appointment, and will not remove the additional charge.

  

  Business Response

  Date: 07/18/2025

  Hi ****,

  Thank you for reaching out! After review of your account, it looks like our billing team was able to assist you with clearing the balance of $61 due for an appointment you had. Please let us know if your have any additional questions or concerns. Thank you!

• Initial Complaint

  Date:07/09/2025

  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.

  I was very ill and had my appointment with the telehealth Doctor on January 31st. I was charged $88.40 on that day. I was then charged again $88.40 on February 1st for an appointment I did not have. Beginning March 1st I was charged $19.99, April 2nd $19.99, May 2nd $19.99, May 23rd $50.64, June 1st $19.99 and July 1st $19.99. I was not aware I would be charged monthly for this telehealth service. This if unfair and deceptive abuse of the elderly. I want a full refund on my credit card of $238.99. I will never use this service again.

  

  Business Response

  Date: 07/18/2025

  Hi *******,

  Thank you for reaching out in regards to your charges! After a thorough review of your account, there were two appointments scheduled. One appointment on 1/30/2025 in which you received care from on of our physicians. The other appointment was the next day on 01/31/2025, which seemed to be scheduled for your spouse but accidentally scheduled under your account. That appointment was not completed, which you should have been refunded for, however there was an issue and no refund was provided. I've gone ahead and processed that refund in the amount of $88.40. 

  In regards to the charge of $50.64, that was the remaining patient responsibility per your insurance for the completed appointment on 01/30/2025. Following your appointment, we submitted a claim to your insurance company. However, the insurance plan indicated that your financial responsibility was higher than expected, resulting in an outstanding balance. Despite multiple attempts to communicate that balance due, we did not received a response and or payment for services rendered and you were charged the remaining patient responsibility.

  Lastly, when you book your first appointment, you are automatically enrolled into our membership program if booking online or in the app, which is free for the first 30 days. The membership is communicated in a multitude of ways: 1. There is a membership tab on the top of ****************************. 2. When you book the first appointment that enrolls you into membership there is a summary of the cost of the membership. 3. In our welcome email, titled "Welcome to PlushCare", which details the membership benefits. At this time all membership fees have been refunded to you. All membership fees were refunded to the card it was originally charged from. If this account has since been close, please contact your financial institution in order to reroute those funds. Please allow 5-10 business days for the refunds to reflect to your account depending on your bank's processing time. Let us know if you have additional questions and have a great day!

• Initial Complaint

  Date:07/08/2025

  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.

  On Sunday July 6th I was looking for a minute clinic appointment at ***. I saw something on the *** site that offered a virtual option. Time was short so I went that route. I scheduled an appointment with Plushcare at 4:45pm. When I confirmed the appointment I suddenly was told I had SUBSCRIBED to a service, which would be free for a month, before my credit card was charged. I was confused because in the past I have used ******* with no subscription fees. I immediately canceled the subscription. In doing so I assumed I was canceling my appointment. I received a text a few minutes before my appointment, which I found odd. I tried to respond via the link provided and it brought me to an app with a prompt to download. I was given no opportunity to cancel my appointment. When I opened my email I received a message that they charged my credit card 75$ The reason I canceled the service in the first place was I realized I never heard of Plushcare before and was worried about it being a scam. I was sick and groggy so I don't know for sure if this was a direct link from *** to the service or a pop up ad, but I will be reaching out to them as well.

  

  Business Response

  Date: 07/18/2025

  Hi ****,

  Thank you for reaching out! I was able to locate your account and see that one of our Care Advocates was able to assist you. We apologize for any confusion, our membership is separate from the appointments and need to be canceled separately. However, the $75 no show fee for the appointment was refunded on 7/8/2025 and your membership is scheduled to cancel at the end of your free trail on 8/5/2025. Please let us know if there is anything else we can assist you with, thank you.

  Customer Answer

  Date: 07/21/2025

  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. I am very pleased with the quick and courteous response in regard to this complaint and it is greatly appreciated.                 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:07/05/2025

  Type:Billing 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.

  I received services from PlushCare.The co-pay cost with insurance was $50 and then you submit insurance information.The cost for my service WITHOUT health insurance was $120.After my service and paying the $50 my insurance paid a portion and I was sent another bill for over $***** is absolutely ridiculous that I was billed more than the cost one would pay without insurance. They intentionally set up this system to scam their usersand I will not stand for it.Not to mention the doctor spent a grand total of 2 minutes on the line with me while refusing to treat the issue because I needed medical attention-non urgent. That is the exact purpose that this company should be for.I would like for my bill to be dismissed. How dare they take advantage of people in need simply because nobody can tell them they cant.They are scammers, liars, and thieves.They have also threatened to charge my card WITHOUT my consent because they still have the card number. This is highly illegal.

  

  Business Response

  Date: 07/18/2025

  Hi Morgana,

  Thank you for reaching out and happy to review your account! I have thoroughly assessed the balance you mentioned, which is related to unpaid services provided on 6/18/2025. I assure you we try our best to provide the most accurate estimated costs for services rendered, including copayment, coinsurance, and deductible. However, the actual cost can vary due to several factors, and your insurance's response to the claim we submit after your visit determines the final amount you owe. You are responsible for in-network cost-sharing or full payment if your claim is denied. 

  Following your appointment, we submitted a claim to your insurance company. The insurance plan adjusted the allowed amount to be billed and indicated that your financial responsibility was higher than expected to be applied toward your deductible, resulting in an outstanding balance. A deductible is the amount you pay for health care services before your health insurance begins to pay. How it works is if your plan's deductible is $1,500, you'll pay 100 percent of eligible health care expenses until the bills total $1,500. After that, you share the cost with your plan by paying coinsurance. 

  It's crucial to recognize that healthcare costs can fluctuate due to various factors, such as administrative expenses, billing intricacies, and negotiated rates with insurance companies, which is the difference of billing insurance verses cash pay. It's important to note that when you choose to submit your insurance, you agree to cover any additional costs after your insurance provider reviews the submitted claim, which may occur up to 30 days after your initial visit.

  As a one time courtesy, I have waived the remaining balance due and your account is currently at $0. Please let us know if there are any additional questions or concerns at *****************************************************
  
  

  Customer Answer

  Date: 07/18/2025

  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,
  
  Morgana ******

• Initial Complaint

  Date:07/02/2025

  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.

  I was charged at 4:30 am while I was asleep. I did not give plushcare permission to charge my card on july 2, 2025. I dont want plushcare charging my card anymore.

  

  Business Response

  Date: 07/18/2025

  Hi *****,
   
  Thank you for reaching out regarding the $20 charge. I have thoroughly assessed your account and the charge is for unpaid services for an appointment. Following your appointment, we submitted a claim to your insurance company. However, the insurance plan indicated that your financial responsibility was higher than expected, resulting in an outstanding balance. We made several attempts to inform you of the balance due with no response.
   
  Please be aware that our Terms of Use, available on our website and in our communications, outline our billing procedures. Of particular relevance is the section "Charges on Your Billing Account," which grants PlushCare the authority to bill the payment method on file. Another crucial section is "Membership Fee," stating that if insurance coverage is lacking or payment is denied, you are personally responsible for all fees incurred.
   
  We value your cooperation and understanding. If you have any further inquiries, please feel free to ask, and our billing team will be happy to assist you. Have a great day!
  
  

  
  

• Initial Complaint

  Date:06/27/2025

  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 recieved subscription charges from plush care that I never signed up for At least 2 charges of 19$ usd have been charged to my card without my consent

  

  Business Response

  Date: 07/01/2025

   

  Hi *****,
  
  Thank you for contacting us and sharing your concerns. We appreciate your feedback and regret to hear about your experience.
  
  Upon review, we were unable to locate an account associated with the information provided. Could you please confirm if you may have used a different email address during registration?
  
  Please feel free to reach out to us at ****************************** A member of our Care team will be happy to assist you.

• Initial Complaint

  Date:06/24/2025

  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.

  I scheduled an appointment with PlushCare in April 2025 while I was still covered under BlueCross BlueShield of *****. PlushCare submitted the claim to *********, and I later received a formal EOB letter stating clearly that I am not responsible for any payment (my total responsibility: $0.00).Despite that, PlushCare has repeatedly attempted to charge me and most recently tried to withdraw $175.00 from my account, which is more than the original service fee ($165.00). They continue to pressure me even after I provided them with the *** stating that the provider did not obtain preauthorization and I am not liable for the charges.I have reached out to them multiple times, but they keep insisting I owe this money. I consider this collection attempt misleading, unfair, and potentially abusive. I am asking for PlushCare to stop all collection efforts and close any balance associated with my name immediately.Attached EOB proves I am not responsible.

  

  Business Response

  Date: 07/02/2025

  Hi ******,

  Thanks for reaching out. Were sorry you had a less than stellar experience with us.?Thank you for bringing this to our attention, and for the opportunity to respond. 
  At the time of booking of an appointment, we provide an estimate of a consumers out-of-pocket expenses based on the details provided to us by their insurance provider. ?PlushCares primary goal is to provide individuals with the best possible care. The charges help us maintain high standards of service, ensuring that you receive thorough and quality medical attention.?Following your appointment, we submitted a claim to your insurance company. However, the insurance plan indicated that your financial responsibility is higher than expected, resulting in an outstanding balance.
  
  We greatly appreciate the feedback that we receive from our members, and we strive to provide an excellent member experience. As a one-time courtesy, we have waived the charges. 

  Please let us know if you need additional information.

  Have a Great day!

  Customer Answer

  Date: 07/02/2025

  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:06/14/2025

  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 needed to refill my prescriptions, and as I am disabled, I decided to do it online. After registering, paying the $46 with my credit card, and signing into my appointment, I waited for the doctor. My appt was at 4:45, and I waited until 5:10 for him, but he didn't show. So I left. I went to my credit company, and found out there were three charges for $46. Two were then canceled, but not the third because I had paid for a product, even though I never received it. And then, on top of that, I was told my insurance was out of network, even though they had supposedly checked it when I paid. So now they are charging me $129. Im not sure if it was for canceling an appointment I kept, but not the doctor, or they charged me for having no insurance, which I would never have followed through on. I wasnt informed of any of those things until the visit that didnt take place, was over, and I went looking for answers.

  

  Business Response

  Date: 06/20/2025

  Hi,
  Thanks for reaching out. Were sorry the appointment wasn't able to take place.

  We greatly appreciate the feedback that we receive from our members, and we strive to provide an excellent member experience.

  We see you were able to message our Care Team who insured the appointment was fully refunded.

  Please feel free to reach out to us directly for any additional questions and a member of our care team can assist you.

  Thank you and hope you have a great day! 

• Initial Complaint

  Date:06/13/2025

  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 signed up for PlushCare in June 2024, and was approved for the weight loss drug Zepbound; however, after they submitted the PA form to both my insurance companies both denied the request. I was told by PlushCare that I would have to pay for the drug out of pocket, which was roughly $1200 per month. That was really hard on me, so I ended up qualifying for a manufacturer coupon which took $650 off. After speaking with insurance company to understand why I had been denied, I asked PlushCare to resubmit my PA for insurance coverage to which they continued to submit PAs with no qualifying conditions, ***** the reason for the denials. I had to pay $$ to schedule an appointment with my doctor for him to review and he sent a message over to the PA team telling them the qualifying conditions to include after a year of incorrect submissions. My insurance company immediately approved the drug. Ive been trying to get Plush to go back and correct all the previously submitted PAs so that I can get reimbursed all the out of pocket costs that I should not have been charged and PlushCare are not helping. My insurance has sent them a PA to complete several times, and simply ask for it to be backdated and faxed back to them. I want to be reimbursed every cost paid to PlushCare and I want them to correct the PA form they submitted in June 2024 so that my insurance can authorize reimbursement of my costs.

  

  Business Response

  Date: 06/27/2025

  We are very sorry that your initial PA's were denied. As you know, ******** was excluded from coverage on your plan in 2024, and in 2025 it required a minimum of two diagnoses from a specific list of comorbidities that you did not have a diagnosis of at the time. I see that you were offered a free one time courtesy credit to discuss your options with your provider on May 20th. We're very happy that you were able to see your doctor to address additional concerns and receive the necessary diagnoses for coverage under your plan. We spoke several times with your plan after your PA was approved and ***** called you 6/13 and advised that your insurance company is asking that you contact them to update your address on file so they may send you the patient reimbursement form. Is there anything further that we may assist you with?