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:02/07/2024

  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.

  I have been trying to resolve an invoice error for +6months now with Plushcare. They advertise that if you file with insurance your co-pay will be typical of $30.00 and self-pay is a flat $129.00 (which was lower at the time of my charges, they have since raised their fees). My insurance does not cover Plushcare so I have always paid the self-pay fee which at the time was ****** a visit. On two occasions my visit was overcharged $45.00 and on another two occasions, I was overcharged $100.00. All of my appointments were with the same doctor for about 5 minutes in total time spent with her. Plushcare is telling me that my insurance company dictates the pricing for my doctor doctor visits not Plushcare. How can that be when my insurance does not even cover my Plushcare visits? No one in their customer service is willing to look at the details of the invoices due to HIPPA laws, this has nothing to do with HIPPA. Now they are threatening to charge my credit card that I had on file on Feb 20th with the balance they believe I owe without even communicating with me to resolve it. I stopped my membership with them 2 months ago over this issue.

  

  Business Response

  Date: 02/09/2024

  Thank you for reaching out and I apologize for any confusion! It looks like some of your appointments have been booked with your insurance on file. Unfortunately we are unable to retroactively cancel your claim and change to cash pay. I have remove your insurance from your profile so that you may use cash pay for future visits and do not receive an additional patient responsibility. 

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21258894
  
  I am rejecting this response because: on Plushcare's web site it states thier pricing to be a flat $129.00 per doctors appointment.  That is false advertising.  ***** told me that they do not dictate Plushcare pricing, Plushcare controls their pricing.  See attached image.  Also here is a link to their web site that clearly states the pricing.

   

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

  

  Business Response

  Date: 02/28/2024

  Thank you for bringing this consumer complaint to our attention, and for the opportunity to respond. At the time of booking, 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.We submitted a claim to the consumer's insurance company and the insurance plan stated that the patient responsibility is higher than what was anticipated resulting in an outstanding balance after their visit.This information is shared in a variety of ways in our Terms of Use which can be found on our website and in our emails. One important section to note is Charges on Your Billing Account. In this section, it states that PlushCare has the right to bill the Payment Method that the member has on file. Another important section is Membership Fee in which it states that, If you do not have insurance coverage for the Services, or if payment or coverage is denied by your health plan or employer, and you have used the Services, you acknowledge and agree that you will be personally responsible for all fees or charges. PlushCare cannot guarantee that your health plan or employer provider will cover these fees or charges.We have been attempting to collect on this payment for at least 90 days and multiple messages have been sent to the consumer through email and our mobile application, seeking resolution and payment for the outstanding balance. We also provided several notices to the consumer that their method of payment would be automatically charged on the date specified. We greatly appreciate the feedback that we receive from our members and we strive to provide an excellent member experience. Please contact me with any questions or if you require additional information to support and respond appropriately to this complaint. We look forward to an appropriate and expedient resolution, and are happy to address any further questions.

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21258894
  
  I am rejecting this response because:

  This is boiler point response I get from them most likely gernerated by AI.  I am not paying what they charged me for a 5 minute video call with the doctor.  Plushcarehas never bothered to have a real person look into the details of my case.  I am not paying for the over charged amount as they have inconsistent with their reasons why I was over charged

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

• Initial Complaint

  Date:01/29/2024

  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.

  ***** care allows you access with or without insurance for telehealth visits. During the enrollment the client provides insurance information and ***** care CONFIRMS if they accept the insurance. They confirmed they accept the insurance so I booked the first visit " with insurance". If a client books without insurance they are given a discounted rate of $99 per visit with membership. Yes I have a membership that is paid monthly. After the 1st visit, the claim was submitted to my insurer and was denied. ***** care should have informed me that the claim was denied and advised they MADE A MISTAKE and they do not accept my insurance. Instead, they continued to charge me the large amounts for visits ranging from $105-250 amounting to almost $1200 in 2023. If I were informed they do not accept my insurance the visits would have amounted to less $800. This is a faulty business practice that needs to be addressed,

  

  Business Response

  Date: 02/09/2024

  Our primary goal is to provide you with the best possible care. The charges help us maintain high standards of service, ensuring that you receive thorough and quality medical attention. We submitted a claim to your insurance company and your insurance plan stated that your patient responsibility is higher than what was anticipated resulting in an outstanding balance after your visit.We have been attempting to collect on this payment for at least 90 days and multiple messages have been sent to you through email and our app, seeking resolution and payment for the outstanding balance. This information is shared in a variety of ways in our Terms of Use which can be found on our website and in our emails. One important section to note is Section 4: Charges on Your Billing Account. In this section, it states that PlushCare has the right to bill the Payment Method that you have on file. Another important section is Section 13 - It states, If you do not have insurance coverage for the Services, or if payment or coverage is denied by your health plan or employer, and you have used the Services, you acknowledge and agree that you will be personally responsible for all fees or charges. PlushCare cannot guarantee that your health plan or employer provider will cover these fees or charges.

  Customer Answer

  Date: 02/10/2024

   
  Complaint: 21215504
  
  I am rejecting this response because:

  The business does not accept HMOs yet they do not state that and instead confirmed incorrectly that they accept my ********** hmo insurance.  

  They billed me at the higher rate instead of informing me that they do not accept my insurance so that i could get the lower discounted rate.  I simply want thrm to change their practices.  A. State clearly they do not accept HMOs, B. ************** entered if by chance it is not filtered out, once the 1st claim denied, inform client AND recommend further bookings done without insurance to get discounted rate. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/24/2024

  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.

  I am writing to seek your assistance in resolving a pressing issue I am facing with Plushcare, a healthcare provider I am affiliated with.I had an online doctor visit with Plushcare on January 16th to address my Mounjaro prescription for diabetes. Following the visit, the doctor sent a refill request, but complications arose at the pharmacy. I was informed that insurance would not process the refill until I completed a Prior Authorization (PA) form, a requirement due to the high demand for the medication.After encountering significant delays and extended hold times during a call to Plushcare, I left a voicemail detailing my situation. Fortunately, I received a return call and was forwarded the necessary PA form on January 19th. Despite promptly completing and submitting the form, I have yet to receive any updates, despite my numerous follow-up emails.Regrettably, I took my last dose of medication on Monday, January 22nd, and given the popularity of this medication, it typically takes about a week for the pharmacy to restock. The pharmacy has communicated that they won't order the medication for me until they receive the approved PA form.Financially, it is challenging for me to afford the medication out of pocket. I firmly believe that if Plushcare expedites the processing of the PA form, my insurance company will approve the refill promptly.What is particularly concerning is that it seems Plushcare may be expecting me to schedule another doctor visit solely for communication purposes. This appears unnecessary and adds to the frustration of an already critical situation.In light of these challenges, I am reaching out to the BBB in the hope that your organization can facilitate improved communication with Plushcare and expedite the resolution of this matter. I greatly appreciate your attention to this urgent matter and look forward to your guidance in navigating this situation.

  

  Business Response

  Date: 01/25/2024

  To whom it may concern, we've been in contact with this consumer regarding the status of their prior authorization and in the corresponding screenshot you can see that the most recent communication has been from today. We have increased the priority of this consumer's request and our team is working diligently to provide a resolution and keep the consumer up to date. 

• Initial Complaint

  Date:01/24/2024

  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 canceled my membership last year and I am still getting charged I have reached out to cancel both items again because I was charged Transaction ID: *************************** Amount received: $57.70 Payment date: 01/23/24 Paid to: PlushCare Summary: Payment from patient CJSODML Without my consent

  

  Business Response

  Date: 01/24/2024

  Our primary goal is to provide you with the best possible care. The charges help us maintain high standards of service, ensuring that you receive thorough and quality medical attention. We submitted a claim to your insurance company and your insurance plan stated that your patient responsibility is higher than what was anticipated resulting in an outstanding balance after your visit.We have been attempting to collect on this payment for at least 90 days and multiple messages have been sent to you through email and our app, seeking resolution and payment for the outstanding balance. This information is shared in a variety of ways in our Terms of Use which can be found on our website and in our emails. One important section to note is Section 4: Charges on Your Billing Account. In this section, it states that PlushCare has the right to bill the Payment Method that you have on file. Another important section is Section 13 - It states, If you do not have insurance coverage for the Services, or if payment or coverage is denied by your health plan or employer, and you have used the Services, you acknowledge and agree that you will be personally responsible for all fees or charges. PlushCare cannot guarantee that your health plan or employer provider will cover these fees or charges.

  Customer Answer

  Date: 01/24/2024

  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:01/24/2024

  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.

  Telehealth provider publishes false claims of their services. It claims ****************** but this is false as you have no direct communication with the Doctor unless you pay for a new appointment. Doctor claimed she submits Prior Authorization and on same day of submitting prescription which is false. A ************** Team" handles PA's and its not transparent if this is even handled by a medical Doctor or not. I was promised by my Doctor that the PA for my Rx was going to be submitted same day as Rx by my Doctor and it wasnt. The messages here show you they then claim 5-7 business days. I have my Insurance providers support as they are ready to receive the form same day. False claims. Shady business practices.

  

  Business Response

  Date: 01/24/2024

  Hi *****, thanks for providing your feedback and we're sorry for the inconvenience that this may have caused. Due to the volume of patients PlushCare physicians see, they do not have the ability to personally communicate with every individual patient. 

  After further look into your account, it looks like your request was sent to your doctor and they sent your medication to your pharmacy on file and was communicated to you. Have a great day! 

• Initial Complaint

  Date:01/23/2024

  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.

  After my experience I am convinced that this company is a total scam and uses dubious practices. The platform wont tell you what the total cost for care is until after you book the appointment and they do not explain what is entailed with appt. I set up an appt for interest in weight loss. I was charged $30 for a five minute phone call in which I was asked 3 questions.What my current weight was.Was I on any current diet plan or medications.Was I depressed. That was it! My insurance was charged $160 for a a doctor to ask me three questions which did not result in anything productive. I owe $20 making it $30 total. Im fine only paying the initial $10 despite it being for something I could have looked up myself. No point in this experience.The doctor said that I would have to contact my insurance to see if medication was covered and requested my blood work and to reconvene in 30 days where I would ultimately be charged $30 again. I dont need to be charged as if I had a legit docotor appt. Please look into this business and how they operate under false advertising.

  

  Business Response

  Date: 01/24/2024

  Hi there, thank you for reaching out. We provide an estimate of your out-of-pocket expenses based on the details provided to us by your insurance provider. Below is a summary of the billing process for a better idea on what happens before it reaches you:The healthcare provider (PlushCare) will submit a claim to the insurance provider for the total amount of the appointment. The insurance provider determines what the member is eligible for under their policy and will adjust the claim accordingly before sending it back to the healthcare provider. The healthcare provider bills the member for the remaining cost based on the amount the insurance provider provides. If the member is overpaid, the healthcare provider will provide reimbursement as soon as the claim is processed with the insurance provider.Please note: the final amount billed can vary between members since each insurance plan is different. Unfortunately, insurance providers do not share policy details with the healthcare provider. We highly recommend contacting your insurance provider with further questions as they will be able to guide you through your policy in detail. When youre ready, you can visit the PlushCare Payment Portal at: plushcare.aperohealth.com/pay

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21190002
  
  I am rejecting this response because: it did not address my issue. I am questioning your scam organization as you charge insurance for a consultation that didnt provide any answers. I was charged by plush to contact my insurance provider to see if I am covered, seems like a proper scam in the tele healthcare insurance game.

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

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21190002
  
  I am rejecting this response because: it did not address my issue. I am questioning your scam organization as you charge insurance for a consultation that didnt provide any answers. I was charged by plush to contact my insurance provider to see if I am covered, seems like a proper scam in the tele healthcare insurance game.

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

  

  Business Response

  Date: 01/25/2024

  Hi there, this consumer was billed as services were as this consumer received medical advice. Per our policy, weight management program is a 2 appointment minimum to ensure the safety of our patients. 

• Initial Complaint

  Date:01/23/2024

  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.

  When I booked with PlushCare for weightloss. Half the time the doctor would not show up! And they double booked me. Each time they would take $69 and then refund me. Now they are coming back and say I owe that. No if they refunded me too much money thats their fault! They coded it wrong I talked to my insurance company and they were not coding the last one right. I have all these other ones that are correct now all of sudden its not. Thats not my fault! I told them I will not be paying this! The last time talked to them was 7 months ago and now they are charging my card! No I did not authorize this! I want to see my signature that I said you could process my card 7 months later!!! Because I did not this is credit card fraud

  

  Business Response

  Date: 01/24/2024

  Our primary goal is to provide you with the best possible care. The charges help us maintain high standards of service, ensuring that you receive thorough and quality medical attention. We submitted a claim to your insurance company and your insurance plan stated that your patient responsibility is higher than what was anticipated resulting in an outstanding balance after your visit.We have been attempting to collect on this payment for at least 90 days and multiple messages have been sent to you through email and our app, seeking resolution and payment for the outstanding balance. This information is shared in a variety of ways in our Terms of Use which can be found on our website and in our emails. One important section to note is Section 4: Charges on Your Billing Account. In this section, it states that PlushCare has the right to bill the Payment Method that you have on file. Another important section is Section 13 - It states, If you do not have insurance coverage for the Services, or if payment or coverage is denied by your health plan or employer, and you have used the Services, you acknowledge and agree that you will be personally responsible for all fees or charges. PlushCare cannot guarantee that your health plan or employer provider will cover these fees or charges.

• Initial Complaint

  Date:01/20/2024

  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.

  On January 20th I signed up for a free trial. After I realized my insurance did not properly get updated, I canceled my appointment. But I was still charged for it. I literally canceled within 3 minutes of scheduling it. This is extremely deceitful and deceptive. I need a full 129 dollar refund.

  

  Business Response

  Date: 01/24/2024

  Hi *****, we're sorry to hear about your less than stellar experience and for the inconvenience this may have caused. After taking a look into your account, we see that you spoke to a member of our Care Team who assisted with the visit fee refund. Please let us know if there's anything else we can do to assist!

• Initial Complaint

  Date:01/17/2024

  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.

  On 1/17/24, I showed up to my online appointment... but the doctor's ****** was pointing at a wall... she wasn't there... BUT I COULD HEAR HER WORKING WITH ANOTHER PATIENT. Instead of helping me, she was talking to some guy about his pain meds. An obvious violation of both my and his privacy, not to mention a failure on their end to provide the paid for service.Then, later that afternoon, the company emailed me saying they'd charged my credit card for 'missing the call' which I did not do. And then refused to refund when demanded, over and over, citing nonsense excuses.I want the full refund of all money paid, $179.

  

  Business Response

  Date: 01/24/2024

  We sincerely apologize that this was your experience with us and your physician. We take this feedback very seriously and if you would like your feedback to be reviewed by our team of Medical Directors please fill out our Patient Grievance Form. Once you are able to fill out the form, your formal grievance will be reviewed and addressed by our Medical Director team with 21 days of form completion and we will notify you of the outcome of this review within 30 days. Again, we apologize for any inconvenience this may have caused you and if there is anything else we can assist you with in the meantime please let us know

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

• Initial Complaint

  Date:01/16/2024

  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.

  After testing positive for Covid19, I required a routine Paxlovid prescription. Having recently moved from another state, I had not yet found a physician. On January 6, 2023 I booked a virtual appointment, apparently with a company called PlushCare. They charged me $129 for a virtual visit with a "Dr. *********** at ***************************** for a few minute consultation to receive a prescription. A year later, I was reviewing my credit card statements and was shocked to find that PlushCare had been charging me $14.99 every month for the past 12 months. This was apparently for a "service" I never knew about, never wanted, never used, and has no real value. Total charges to date are $179.88 for 12 months. I called the company immediately and canceled the surprise billing. They offered to refund one month of charges but nothing more.

  

  Business Response

  Date: 01/24/2024

  Hi ****, thank you for providing your feedback. We've refunded all membership charges to your card on file and can take **** business days to reflect to your account depending on your bank's processing time. Have a great day!