Complaints

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

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  InstaMed

  1880 John F Kennedy Blvd Fl 12 Philadelphia, PA 19103-7432

  
• 

  InstaMed

  3300 Irvine Ave Ste 305 Newport Beach, CA 92660-3108

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:06/05/2025

  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 paid ******************************* via InstaMed $16.28 through their website. They are claiming they never received the payment. I even sent them a copy of the receipt they sent me via email asknowledging my payment. They are now claiming the screenshot of the receipt is a fake.

  Business Response

  Date: 06/24/2025

  Upon researching this matter, the **************** Team located the transaction. The transaction in question was paid to a different provider, unaffiliated with *******************************. The patient paid them directly through their online InstaMed portal. The **************** Team contacted the billing department, which will be issuing a refund to the patient's card. A contact attempt was made to the patient via phone on June 10th, 2025, but there was no answer. An email was sent to the patient on the same day.
  
  The **************** Team spoke to the patient and resolved the matter on June 17th, 2025. They explained that the payment was misdirected to a different provider and a refund was requested.
  
  An email was sent to the provider as a follow-up on the refund request, and the refund was issued to the patient on June 17th, 2025. An email was sent to the patient advising them of the refund status and the expected timeframe for the funds to be returned to their card.

  Thank you,

  InstaMed

  Customer Answer

  Date: 06/26/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******* ******
  
  

• Initial Complaint

  Date:05/05/2025

  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.

  Trying to cancel a monthly $187 payment that I dont remember making at all

  Business Response

  Date: 05/28/2025

  The **************** Team attempted to contact ***** ****** via a combination of email and phone on May 9th,13th, 16th, and 20th to address their issue. 
  
  If Trang has additional questions, InstaMeds **************** Team can be reached at **************************,**************, or ********************************************************.
  
  Thanks,
  ***

• Initial Complaint

  Date:03/20/2025

  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 am on an automatic payment plan for an unavoidable health procedure from 2022, and the payment plan is administered by InstaMed. Every month on the same day, the agreed amount is taken automatically from my paycheck, and InstaMed sends me a receipt of this payment. Despite on time, correct, automatic payment since 2023, I was placed in collections in January 2025. InstaMed admitted their error on the phone and removed me from collections, but they have never been able to explain why none of my statements accurately reflect what I have paid or the due date of those payments. I have not had a single statement that correctly shows that I am on an again, automatic payment plan, set up by them, that is in good standing and has never fallen out of good standing. They are taking my money every month and sending me a receipt for that transaction, and then sending me letters that say they have not taken out this money and threatening me with collections. I have had, since January, over ten phone calls with different people trying to convince them to correct their error. My issue was finally escalated, and even with several phone calls, the most recent statement still came back saying I owe money that I have already paid. I am incredibly frustrated that I have done everything exactly as I am supposed to--getting on an automatic payment plan and paying that amount in full on the same date every month--and yet I have been sent to collections in the past, and am again in danger of being sent there, due to error, confusion, and obvious mismanagement on the part of InstaMed. I want my statements to reflect the truth of this situation and I do not want to be sent to or threatened with collections when I am paying the payment plan as agreed.

  Business Response

  Date: 04/07/2025

  In researching ********* matter, InstaMed's **************** Team reviewed its records and did not find any correspondence (phone calls or emails) with her.  InstaMed is a payment processor for healthcare payments, and neither issues customer statements nor directs customers to collection agencies.  It is recommended that ******* contact the company with whom the automatic payment plan was setup as they will be able to provide statements and answer questions related to payments.  If ******* has additional questions, InstaMed's **************** Team can be reached at **************************, **************, or ******************************** for further inquiries.

• Initial Complaint

  Date:03/18/2025

  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.

  My doctor uses this as a third party billing service. I paid for the bill I'm receiving back in November, but I keep getting the same bill. I used Instamed, entered my account information, paid the bill, and did everything correctly. I've printed out this receipt and mailed it back with the bill, and yet I'm still getting this bill. This was there response: "Thank you for contacting InstaMed Support. InstaMed is only the third-party payment processor for your healthcare/insurance provider. We are not authorized to make account adjustments or confirm billing activity. If you have a discrepancy in your balance, please consult your healthcare provider directly. Refer to your statement for your provider's contact information. We regret any inconvenience."Instamed took the payment but clearly did not report it to the healthcare provider correctly, and they refuse to do anything about it. Instamed takes no responsibility for their own accounting. This feels like a scam. If I were an elderly person, incapacitated person, or caretaker, I might have paid this bill three times over by now. This company should not be allowed to process payments for a lemonade stand, much less a complicated health network.

  Business Response

  Date: 04/07/2025

  InstaMed's **************** Team researched ******** inquiry and located an email from her ***************************** sent on 3/18/2025.  The email stated that the Provider had changed their ************************** (CBO)/system on 11/1/2024, and that ******** payment was made in their old CBO/system after the switch to the new one.  A **************** Team Representative spoke with the ***************************** on 4/2/2025 and confirmed that ****** has no balance due as of 3/19/2025.  The Representative emailed ****** on 4/2/2025 with this update and the payment settlement details for the transaction if she needs to reference them in the future.  In addition, a voicemail was left for ****** at the number provided on 4/2/2025.    If ****** has additional questions, InstaMed's **************** Team can be reached at **************************, **************, or ******************************** for further inquiries.

  Customer Answer

  Date: 04/08/2025

  I plan on accepting this response and moving on - however I feel like it's worth noting that InstaMed did not pay any attention to this matter until the BBB got involved. It was someone from ********** that actually investigated and resolved the issue. 

  Customer Answer

  Date: 04/08/2025

  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've been out of the country, but did receive the voicemails from **** as well.
  
  I do feel compelled to point out that it was a person from ********** that actually resolved this issue. It wasn't until I contacted the BBB that InstaMed paid any attention.
  
  Regards,
  
  ****** ******
  
  

• Initial Complaint

  Date:03/04/2025

  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.

  In late March, early April of 2024 I twice utilized One Medical for medical services. My insurance, Cigna, was billed and I owed a copay or $44.29 for each visit, for a total of $88.58. For payment of this bill I utilized a service through *****'s website called Instamed. Their site says they are a *****************************. The service, when operating correctly, sends funds from my checking account to the medical provider electronically in the amount owed for the medical services. Several months later, in September of 2024, I was contacted by One Medical telling me that my bill was still outstanding for both visits. I tried having them contact Cigna/Instamed to clear up the misunderstanding and provided them documentation that showed the funds leaving my checking account and the record of the processed payment on the Cigna site. But, they insisted that the funds were not sent by Instamed to them. I then contacted Instamed via phone and their support email. They provided information that showed they sent my funds intended for One Medical to different medical services company ******** *****. I pointed out that that was the wrong place to send my funds. Instamed said they would attempt to retrieve the money they incorrectly sent to VM, but later stated that they are unable to retrieve the funds and that it would be my responsibility to work it out with VM (I have no relationship with VM and obtained no services from VM, this should be Instamed's responsibility). Since pointing out that Instamed should be the party correcting their mistake they have been unresponsive. I am seeking assistance in getting Instamed to correct their payment mistake and either return the funds to me or correctly pay One Medical as originally intended. One Medical is threatening to send me to collections due to Instamed's error that they refuse to correct.

  Business Response

  Date: 03/13/2025

  InstaMed's **************** Team connected with ***** and his Provider's billing department on 3/4/2025.  The billing department has opened a task to research this inquiry, and will reach out to him within 14 business days (3/24/2025).   ***** told the Representative from InstaMed's **************** Team that he will reach out once he hears from the billing department.  If ***** has additional questions, InstaMed's **************** Team can be reached at (866)INSTAMED, **************, or ******************************************************** on further inquiries.
  

  Customer Answer

  Date: 03/26/2025

  Instamed claimed they would contact me by 3/24/25 but I have not received any follow-up. Please consider this matter still open and unanswered. 

  Thanks.

  Customer Answer

  Date: 04/01/2025

  Instamed claimed they would contact me by 3/24/25 but I have not received any follow-up. Please consider this matter still open and unanswered. 

  Business Response

  Date: 04/07/2025

  InstaMed's **************** Team has reviewed ******* inquiry, and has made the following outreaches to discuss the matter:

  1. April 1, 2025 = Email sent to email address provided 

  2. April 2, 2025 = Voicemail left at number provided and Email sent

  3. April 3, 2025 = Email sent

  4. April 7, 2025 = Voicemail left

  The Team will continue to make outreach to ***** and can be reached at (866) INSTAMED, **************, or ********************************************************.  If ***** contacts InstaMed, he should reference Case #********.  Thank you.

• Initial Complaint

  Date:02/26/2025

  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.

  ************************* has Instamed for payment processing for many years.This year they sent us the wrong tax id 1099 Numerous phone calls and e mails have been ignored This is their file number - Action Required: CASE-******** - *** ******************************* ref:!00D300Yn5.!500Ht01mtHd1:ref ]

  Business Response

  Date: 04/03/2025

  With respect to BBB Complaint ******** (****** **********), *** ****** from InstaMed's Control Team spoke with ******* ***** at the BBB on 4/2/2025.  Ami informed ******* that an email was sent to ****** ********** on 3/4/2025 notifying him that his inquiry related to an issue that InstaMed's **************** Team was researching, and that the Team would contact him as soon as a resolution was determined.  As of 4/3/2025, the Team shared that they expect corrected documents to go out to ****** within the next week, and that they will keep him updated on the progress.  The Team also  emailed ****** both 4/1/2025 and 4/2/2025 with this update, and will monitor the inquiry and provide a resolution as soon as one is available.

  Business Response

  Date: 04/10/2025

  InstaMed's **************** Team notified ****** by email on 4/9/2025 with an update that the corrected *****'s are now available electronically, and that physical copies will be sent out by the end of this week.  The electronic files are only accessible to users that have Admin Access for their InstaMed accounts, and currently, ****** does not have Admin Access.  The 4/9/2025 email to ****** explained that he can request the user with Admin Access for his account to contact **********************'s **************** Team, and the Team will then be able to send the ***** to the Admin.  Otherwise, the expectation is that the physical copies of the *****'s should arrive in the mail in the next few days.  

  If ****** has additional questions, he can reach out to (866) INSTAMED, **************, or ********************************************************.  Thank you.

• Initial Complaint

  Date:02/12/2025

  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 January 14 2025, I went to the instamed portal to pay my bill. Usually when I put in my information and provider it automatically shows. In this case I inadvertently paid the wrong clinic. The clinic is in another state. I was trying to pay Premiere Suburban Medical,instead Arthritis &Sports Orthopaedics, Physical Therapy &Wellness popped up and I paid them. They have to know that I have never been a patient there. I contacted instamed, but I have not heard back.

  Business Response

  Date: 02/18/2025

  InstaMed's **************** Team received 2 emails from ****** on this matter - One on 1/14/2025 and the other on 1/16/2025.  The Team responded back, via emails, to both of ********* inquiries on 1/16/2025 and provided the information he will need to take action to address his concern.  The Team has confirmed that both emails were successfully sent, and is available to provide additional assistance.  If ******* would like to follow up with InstaMed's **************** Team, he should reference Case Numbers ******** and ********, and the Team can be reached at 866-INSTAMED, ************, or *********************************

• Initial Complaint

  Date:02/08/2025

  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.

  ****** continues to request payments via InstaMed for items already paid for. No, there is no rent on any of my ************ has been paid in full. I do not have any issue with paying for replacement supplies. The fact that ****** continues to send fraudulent payment requests is no longer going to be tolerated. Rotech/InstaMed billing is haphazard, appearing to be random, giving the customer the feeling of a scam rather than a legit program. Documentation has been collected over the past ******* would be logical to state that this same system is affecting other customers as well.Rotech does not provide proof, proper explanation or valid justification for some billing.BELOW is a reply from Rotech placing billing issues on InstaMed recieved Feb. 4th about a random claim from October 2024.------------------------------------------------------------------------------------------------------------------------------Global ID: ************** :********There was a balance of $17.89 on the account prior to the adjustment. The portal now reflects the correct balance. You will be billed on 02/28/25 when the statement is printed. Billing statements cycle every (30) days; and, are generated by our outside vendor via Instamed. You are able to make payment now via the Instamed Patient Portal. If you pay prior to the statement print date, a statement will NOT generate on the account. If you have further billing questions, please contact Patient Accounts at **************. A***** G SR ****Patient Accounts-STP *************************************************** Phone: ************ Toll Free: ************** ------------------------------------------------------------------------------------------------------------------------I went to the InstaMed portal to find NOTHING was changed. InstaMed will only post statements every 30 days. You cannot pay early until the InstaMed site refreshes. InstaMed does not deserve the BBB rating that it now holds.

  Business Response

  Date: 02/21/2025

  The **************** Team reached out to ***** via email on February 14, 18, and 20 to clarify that InstaMeds role in this situation is that of a third-party payment processor.  Billing activity is directed by a Provider (Rotech), and InstaMed processes the payments.  A Team Member made 3 attempts to call ***** on February 20 at the telephone number provided,but the calls were unable to be completed.  InstaMed also contacted its Relationship Manager at ****** on February 18, and requested that they remind all customer-facing ****** employees of each firms responsibilities, to mitigate this situation going forward.
  
  If ***** has additional questions, InstaMeds **************** Team can be reached at **************************, **************, or ********************************************************.
  

• Initial Complaint

  Date:01/28/2025

  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 am a psychologist who collects payments from clients. My client used InstaMed to pay me which is supposed to be a cash or check or credit card payment. I received two soft cards as a form of payment from Instamed. These payments that are supposed to be immediate from client to me was made using this service and because they send credit cards I was unable to collect my payment. Now, I have called instaMed several times about these payment and each time they lied about how I am supposed to do with the soft payments as you cannot pay with them and they have several restrictions on these cards and they make difficult to collect payment.

  Business Response

  Date: 01/31/2025

  A Representative from InstaMed's **************** Team contacted ***** on 1/22/2025, and advised her of the timeline and next steps that will occur.  For additional matters, please reach out to InstaMed's **************** Team at **************************, ************** or *********************************

• Initial Complaint

  Date:12/12/2024

  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.

  Since Feb 2024, my rheumatology practice has been trying to set up an account with ********************** that will allow us to get *** payments from **************** copay assistance program. We have registered our business electronically through the Instamed website, and were informed by ******* ******* ( ********************* that we needed to provide a bank letter with our account information to verify where the *** would be deposited to. We have our banker from *******, ******* *******, send a letter with our account information, and we were told that our document was "altered." We then had our banker directly send them our account information on the ******* letterhead, and since that time we did not get a response back.

  Business Response

  Date: 12/30/2024

  InstaMed's **************** Team spoke with ******** on 12/17/2024 regarding his inquiry, and notified him on 12/18/2024 that he issue was resolved.  If there are additional questions or concerns, the Team can be reached at (866) INSTAMED, ************** or *********************************