Complaints

This profile includes complaints for VillageMD's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  VillageMD

  433 W Van Buren St Ste 510S Chicago, IL 60607-5058

  
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  Brookside Medical Associates

  106 Nate Whipple Hwy Ste 101 Cumberland, RI 02864

• 

  Tru-Med Incorporated

  528 Newton St Fall River, MA 02721

• 

  Ocean State Athsma and Allergy

  63 Cedar Ave Unit 7 East Greenwich, RI 02818

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  VillageMD

  2354 US 9 South Howell, NJ 07731

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:05/30/2024

  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.

  I visited Village medical on 2/26/24 . When I left the visit I was told that the visit would be fully covered by my insurance. I then recieved a bill in the Amount ******. When I was there the DR did not perform any services. We were not able to communicate because she did not speak English very well. She said since Village medical is closing I will just refill your prescriptions. She did not review my blood work which was the reason I was there. She didn't do anything and the visit was only a couple of minutes. I beleive this bill is unjust and the money paid by the Insurance should be accpeted as payment in full.

  

  Business Response

  Date: 06/04/2024

  Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again. 
  
  

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21780186
  
  I am rejecting this response because:
  They called and left me a voicemail and when I tried to call back the number the number was disconnected
  Sincerely,
  
  **********************

  

  Business Response

  Date: 06/05/2024

  Thank you for the update, *******. We have requested a billing team member to call you back to help you with your issue. Thanks, again.

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21780186
  
  I am rejecting this response because: They have still yet to contact me to resolve the concern and their number is still disconnected.  I have found several other people with same issue so we are discussing class action lawsuit at this time.  
  
  Sincerely,
  
  **********************

• Initial Complaint

  Date:05/28/2024

  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.

  It has been a while because my family have been to busy mourning my father. I understand that it's a business but when you call in because your family member is very sick the last thing we care to hear about is a survey especially when the questions are irrelevant. Many people don't want to do a survey or waste there time to hear about there being a survey. Colorado used to feel like a family based practice but now it's become so commercialized since Village Medical took over. Please stop having your agents mention the survey. Asking at the beginning is enough and if we say no to the survey don't call afterwards. This is very frustrating. Especially when you're more worried about your dying relative then a survey. I'm surprised no one else has complained about this because I do know there are many patients not happy about you having the whole survey. If you do keep it please don't have your agents mention it let them worry about the **** patient. Because right now I don't feel as this company gives a s*** They only care about there **** money. Please prove me wrong and make this place feel family based again.

  

  Business Response

  Date: 06/04/2024

  Thank you for reaching out, *******. We appreciate you sharing your experience with us and have escalated your concerns with our patient relation team who would like to learn more. Please be on the lookout for a call or email from them. Thank you. 

• Initial Complaint

  Date:05/22/2024

  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 had a wellness visit on 20-sept-23. During the wellness visit the doctor raised the subject of blood pressure which I did not request to discuss or need advise on. The doctor proceeded to give me 30 seconds of advice on blood pressure which I did not need. I was then billed $122.98 for the 30 seconds of advice and told that the blood pressure topic was not covered by my insurance under the wellness visit.I have not paid the bill but have been disputing it with the billing department for months telling them over and over that I neither requested or needed the advice on blood pressure. The billing department just keeps telling me I must pay.Account# *************

  

  Business Response

  Date: 05/23/2024

  Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again. 
  
  

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21746019
  
  I am rejecting this response because only saying "we will look into it" is not acceptable.  It has been a few business days since the business response.  I've not heard anything from the business.  I'm expecting the bill I am challenging to be removed and I'm waiting for that to happen.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 06/04/2024

  Thank you for the update, **********************. I have followed up with the billing team and they confirmed that they will be reaching out to you. 

• Initial Complaint

  Date:05/09/2024

  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 left paperwork at the front desk with the receptionist at the end of January for my fmla for my employer, it was due March 15th. So I gave them plenty of time to fill it out. Never heard any updates so I called March 1st, left a message and heard nothing. I finally get a call on March 13th at 4:55pm, while Im at work and unable to answer and they left a voicemail stating the doctor would fill it out Monday the 15th. Never was filled out and my work denied my FmLa because documentation was never received. Now, I submitted through my pharmacy a refill over a week ago, never got a refill. So I messaged my doctor on the app and I still do not have a refill for my medication. I have not been contacted by the doctor at all and Im getting fed up with this doctor.

  

  Business Response

  Date: 05/13/2024

  Hi ****************** - Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a patient relations team member to assist you. Please be on the lookout for a call or email. Thanks again. 
  
  

• Initial Complaint

  Date:04/30/2024

  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 8/10/2023 I paid a visit to ************************* at **************************************************************************************************** Phone: ************. She is not my regular doctor my regular doctor at this office was unavailable. I had a variety of ailments to discuss. It was an illness visit. I had already had my annual wellness visit on 3/27/2023 with my then primary doctor ****************************************************************** ****** ************. I know you are only allowed one annual wellness visit a year. You can imagine my surprise when 5 months later I received a notice from Village Medical that I owed ****** for an annual wellness visit performed by *************************. I have contacted Village Medicals billing service ****** ************ who said they will try to contact ********** and get back to me. They said they can not cancel this bill. Every day Village Medical tries to send me an email to pay this amount. 1. I was never aware of the fact that ********** would report this as both a regular visit and an annual ******** wellness check. I did not give permission for such a visit I did not receive the type of questions done on a annual wellness visit. I received no forms outlining what an annual medical visit is. The bottom line is I had no such exam and this i a fraudulent bill. I do not have the money to pay this. It is also double dipping they have been paid for a regular visit. They have rejected by ******** for a wellness visit payment. Can you please help me?

  

  Business Response

  Date: 05/01/2024

  Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again. 
  
  

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21647674
  
  I am rejecting this response because:  I have received no response from the billers other than a continued attempt to collect this incorrect bill.  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/01/2024

  Thank you, ***. We appreciate your patience as a billing team member will reach out to you to resolve your issue. 

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21647674
  
  I am rejecting this response because: Although a ****** from an unknown company to me listed as R1 RCM, ***.  ************  named *****  has just called me on 5/1/2024 stating he is a back office ****** for Village Medical which is nowhere noted on any of  Village Medicals information and the area code of **************** ********. R1 RCM, *** is listed with headquarters in Chicago.  He kept me on the phone stating that ********** has reported that this was indeed a well ness visit.  I was very polite with him and told him  she is very young and only out of school for a few years and is either taking instructions from someone in the office as  to what to describe (and thus bill) or is just mistaken.  I also stated that I was never informed that she would be writing up anything about a wellness visit and that she never handed me any of the written material published by Village Medical as to inform patients of wellness visits and what is done during them  When I made the appointment I specified visit for illness.    I was asked no cognitive questions.  I know what is a wellness visit. This was not one. He informed me he could do nothing and a supervisor named ****** will call me. I am adamant that this is fraud, double dipping and absolutely wrong.  In addition they are being paid for a normal visit and be very satisfied and drop this charge.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/23/2024

  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.

  This began on January 5, 2024. My wife and I both went to Village Medical, our usual provider, due to illness. We were both tested and told we had Covid. We paid the patient part of the charges. Soon thereafter, we got a bill for an additional $130.00 or so for each of us. Thinking we had paid our part, we checked with our insurance provider who told us insurance would not pay for the tests because WE had asked for the tests, which is incorrect. The tests were ordered by the PA. They said the coding for the visit would need to be changed for insurance to pay.We have contacted Village Medical Corporate several times. They said they saw and understood the issue and would get it corrected. Later, we contacted our local Village Medical office who said the corporate person had done something, but it was incorrect. The person there said they would correct this. During an appointment at Village Medical, they AGAIN tried to get me to pay the invoice. I again told them the story. They said they would get it corrected.SEVERAL other calls have been made with no result just promises to fix the problem.On April 18, I sent a strong message to the local office, whose supposed policy is to respond in two days. It has been FIVE DAYS and no response.Village Medial needs to fix this problem immediately. Their billing has gotten to the point of harassment, yet they refuse to correct the billing issue.

  

  Business Response

  Date: 04/23/2024

  Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again. 
  
  

  Customer Answer

  Date: 04/24/2024

   
  Complaint: 21613569
  
  I am rejecting this response because:

  There is NO RESOLUTION from the company - only another handoff.  I will not agree to closure until the issue is resolved.

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

  

  Business Response

  Date: 04/25/2024

  Hi ****************** - 

  I've confirmed with our billing team that a message was left with ******************* letting her know both balances have been removed from your account. We hope you find this resolution satisfactory. Thank you again for alerting us to the issue. 

  Have a great day.

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21613569
  
  I am rejecting this response because:

  The people I have talked to at Village Medical said the balances were removed and that a new insurance claim has been submitted.  I am not going to close this case and then find out the insurance won't pay (another billing error?) and have to start all over.  Once the insurance has paid whatever they will and/or I get an invoice that clearly shows a zero balance for both mine and my wife's accounts, I will not close the case.

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

• Initial Complaint

  Date:04/09/2024

  Type:Customer Service 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 October 4, 2023 I received a routine bilateral mammogram which was ordered by my physician assistant, *****************************, who is employed by Village Medical. As a 46 year old female, these are routine and completely covered by insurance (Anthem.) The mammogram was performed by a local imaging center, Advanced Medical Imaging and billed to Anthem by Advanced Medical Imaging (AMI). AMI was paid in full. The problem is that Village Medical is also billing me for a routine bilateral mammogram on the same day (10.4.23)-- with the same procedure code (77067-TC). Anthem will not pay for a second mammogram, nor will I as NO second mammogram was performed (and honestly a PA cannot perform a mammogram and the location they are stating that I received the mammogram doesn't even have that equipment.) I have spent the last 6 months and 8+ hours of my time trying to resolve this with Village Medical. It's fraud, they are billing for a procedure they did not perform. ***************************** ordered the mammogram and received the radiology report, but did not perform, oversee, or participate in the mammogram. Village Medical has "escalated" the error, but they keep stating that I owe for this mammogram that they did not, and frankly cannot, perform. Now I'm being harassed by collections over this fraudulent charge.

  

  Business Response

  Date: 04/10/2024

  Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again. 
  
  

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21550800
  
  I am rejecting this response because this is the same thing I was told over the course of the last six months. I was told a "centralized billing expert" would review the charge. They review it, say that it is coded correctly, but never resolve the issue that I NEVER HAD TWO MAMMOGRAMS and that ***************************** PA cannot personally perform a mammogram, as I'm being billed. It's a vicious circle with not resolution from a corporation with outsourced customer service and coding services. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/29/2024

  Thank you for bringing this to our attention. We have in our records that your claim has been corrected. Thanks again. 

  Customer Answer

  Date: 04/30/2024

   
  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:04/08/2024

  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 saw ********************************* at Village Medical on 11/29/23. I have ******** Parts A & B and ** ********* I NEVER receive a medical bill. I have received 3 bills from Village Medical. I have contacted them each time. The first time I was told it was a billing error, 2nd that I had no balance and today that I owe $376.00. They're sorry about the billing error with ******** and ********* APPT was billed as Wellness visit when it should have been a regular visit. She refused to give me her name. I called ************ at 12:04PM 4/8/24 for 17 minutes. She said Accounting would investigate. It could take up to 60 days. My bill accrues late payments and will be on my credit file. I got nowhere at all with these people, acting like they did nothing wrong. I want my bill billed correctly to ******** and ******** and a zero balance.

  

  Business Response

  Date: 04/08/2024

  Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again. 
  
  

• Initial Complaint

  Date:04/08/2024

  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.

  Subject: Complaint Regarding Medical Provider at Village Medical Dear Better Business Bureau,I hope this message finds you well. I am writing to file a complaint against a medical provider at Village Medical regarding an unpleasant experience I had during my visit on February 9th, 2024.On the aforementioned date, I visited Village Medical for my annual physical. Despite having a scheduled appointment, I endured a lengthy wait of 70 minutes before the doctor finally became available. Once the appointment commenced, I cooperated fully with the doctor, answering all inquiries pertinent to the annual checkup. Subsequently, the doctor ordered blood work for the routine examination.My interaction with the doctor lasted a mere 5 minutes before a nurse interrupted to inquire about receiving a flu shot, to which I consented. Following the brief encounter, I promptly left the office.The following day, I dutifully underwent the requested blood work at the designated laboratory. However, my dissatisfaction arose when, four weeks later, I received an unexpected bill reflecting two separate visits for the same day. One charge pertained to a standard visit, for which I was billed, while the other was labeled as an annual checkup covered by insurance. Perplexed by this discrepancy, I sought clarification from both my insurance provider and the doctor's ********* my dismay, I was informed that the additional charge stemmed from allegedly discussing matters outside the scope of the routine physical examination during my appointment. However, I vehemently deny engaging in any conversation beyond the parameters of the annual checkup. Thus, I find this discrepancy in billing to be both inaccurate and deeply concerning.Such practices reflect a breach of ethical conduct on the part of the doctor, and I am adamant about resolving this matter expediently. I implore your assistance in rectifying this issue and ensuring that appropriate measures are taken to prevent the recurrence of such unethical billing practices.Thank you for your attention to this matter. I trust that your intervention will facilitate a swift and satisfactory resolution.

  

  Business Response

  Date: 04/08/2024

  Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again. 
  
  

• Initial Complaint

  Date:03/13/2024

  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.

  My ********* changed January 1,2024. I went into Village Medical in December 2023 to update my ********* as of January 1, 2024. I told them I would only have ****************** and a supplement ********* of ****** Healthcare. In January 2024 the information was still not correct so I gave them the information again to correct it. I then received a bill for my labs at the end of January. I called billing and they still had my old ********* information down giving me 2 *********s which was incorrect. I again gave them the correct information that I had only 1 ********* which is ******** and the supplement *********. I told them that I had spoken to ******** and ******** said they had all the updated ********* correct and to resubmit the bill and they would pay it. I called Village Medical again and told them all the above information. I also told them this bill had to be resubmitted within 15 days. Please send it through IT WOULD BE PAID BY ********* Over a month has gone by and I receive the same bill from Village Medical with the same incorrect information. I call them again today, March 13,2024 and had to give them the same information again!! If they have not resubmitted the bill again as they were suppose to over a month ago, I am not sure of ********. This problem and mistake is totally on Village Medical. How many more times do I have to keep giving them the same information. I have other doctors and Village Medical is the only problem with billing I have had. I do not owe them $198.00 or any other money. Medical and my supplement ********* has paid every other bill with no problems as they said they would for Village medical. This is not the only problem I have had with this Medical group. The error is on them and they need to take care of it on there end. I contacted Medical care and Village Medical a number of times. The problem is with Village Medical. Thank you for your help. I greatly appreciate it.

  

  Business Response

  Date: 03/18/2024

  Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again.