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:06/11/2024

  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 did not sign up for this and I have no idea why money is being taken from my account

  Business Response

  Date: 06/26/2024

  Thank you for bringing this to our attention. ******************** we have attempted to contact you multiple times to obtain additional information needed to research your inquiry.  If you would like us to research this in the future, please provide any pertinent information that would assist us in resolving your inquiry in a timely manner.  Feel free to contact InstaMed support at ************, or via email at ********************************* If your inquiry is related to the original issue reported, please reference your case number. Thank you.

• Initial Complaint

  Date:04/17/2024

  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 recived a notice on April 6, a final notice asking me to pay a medical bill already paid on March 7 for $ ******. Called the number on the letter ************ and the agent indicated it was still outstanding. Called Cigna, because payment went thru the portal but they don't handle money and told me to call ************. I need this issue to be rectified and marked as paid in full. The agent at ************ wanted me to pay again. Not paying bill twice, I have proof of payment from my bank.

  Business Response

  Date: 04/24/2024

  InstaMed's **************** Team contacted ***** by email on 4/22/2024 to explain that the payment she made was cancelled on 4/17/2024 at the request of the Cigna Representative that called on her behalf.  The Team readvised ***** that the payment refund should be posted back into the account from which she made the payment within ***** business days.  InstaMed's **************** Team can be reached at (866) INSTAMED, **************, or ******************************** for further inquiries.

  Customer Answer

  Date: 04/24/2024

  [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. 

  I received an email on 4/22/24, they are issuing a refund, just waiting to hit my bank and I can pay bill. They caused to be passed due.
  
  Regards,
  
  ****************************
  

  
  

• Initial Complaint

  Date:04/16/2024

  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.

  I received an email from InstatMed saying thank you for your payment to your provider. The provider is Community Psychiatry (Mindpath Health). HOWEVER... The payment was made by a person named ****************** (not me) that also contained his partial credit card number. I have opened a case with InstaMed but I don't think they are taking this seriously.A. this is an absolute breach of ********************** information B. I am beyond concerned that now my information might be sent to someone else as I am a patient at the same ****************** The clinic stated that they did not have ********************** email so this must have come as a result of hime making a payment through InstaMed.

  Business Response

  Date: 04/24/2024

  InstaMed's **************** Team contacted ***** by email on 4/19/2024 to explain that the employee at her medical ***************** entered the incorrect email address when processing the payment in question.  The Team recommended that ***** contact her Provider to confirm that her email address is longer linked with another patient's profile.  In addition, the Team advised ***** that the email she received 4/16/2024 was not a statement but instead a payment confirmation receipt.  InstaMed's **************** Team can be reached at (866) INSTAMED, **************, or ******************************** for further inquiries.

• Initial Complaint

  Date:03/19/2024

  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.

  Paid Bill from medical provider via InstaMed via United Healthcare.Provider never received, when In early March the told the provider **** received.Subsequently I have been told over multiple emails and calls that the refund was given to my bank only $.80 of the $284.81 was refunded and received I have sent proof of the transaction to no resolution.

  Business Response

  Date: 04/16/2024

  InstaMed's **************** Team contacted ******* by email on 4/12/2024 to explain that a refund has been approved for her and was being sent by paper check.  The Team informed ******* to expect the check in ***** business days. InstaMed's **************** Team can be reached at (866) INSTAMED, **************, or ******************************** for further inquiries.

• Initial Complaint

  Date:03/10/2024

  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.

  After seeing a Dentist for the first time on Feb. 18th I received a instamed bill showing the Dentist's name and address so I assumed that it was my portion that was not covered by the Insurance so I paid it, only to go to the Dentist a week or so later, they had a payment from instamed and asked me what that payment was for. They do not use Instamed and do not know how they got any info to bill. So i cancelled the payment through Instamed but have not received my money back yet.

  Business Response

  Date: 04/10/2024

  InstaMed's **************** Team contacted ******* by email on 4/5/2024 to explain that our records reflect his refunded payment as having been successfully credited to his account on 3/25/2024.  The Team provided ******* with the trace number for the refund and recommended that he provide this information to his bank if he is still unable to locate the refund.  InstaMed's **************** Team can be reached at (866) INSTAMED, **************, or ******************************** for further inquiries.

  Customer Answer

  Date: 04/11/2024

  [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:02/15/2024

  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 December 5th 2023, I paid a medical bill on my health insurers website via Instamed, a 3rd party payment processor utilized by my health insurance company. The payment for $497.00 shows on my bank statement as coming out of my checking account paid to Instamed on December 6th 2023 and my bank has since confirmed that the money did leave my account. Instamed has not paid the hospital medical bill which is still past due as of today. For over 2 months I have been trying to get this resolved, Instamed kept telling me they had settled my bill (Instamed account # *********) & the hospital kept telling me the payment had not been made at all. Every time I spoke with Instamed customer service, they would point fingers at any and everyone else. I continued to receive bills from the hospital.
  
  After requesting a full refund from Instamed several times, I was told February 7th, that they would refund the full amount and to wait 3-5 business days for it to return to my account via echeck. I received an email from Instamed stating that the money had been refunded to my account (see attached email). After 6 business days had passed, the money had not been refunded and I contacted Instamed to follow up and they then stated that a refund would not be possible for another 2-3 weeks. But given their track record, I have no confidence that a refund will occur.
  
  The hospital bill is still outstanding and is likely to be turned in to collections soon and negatively affect my credit. Instamed claims they are a "convenient personalized healthcare payment option...to help improve your financial performance." My experience with them has been completely the opposite, they took my money, did not perform the service they advertised and I have wasted over 2 months of my time trying to resolve this.

  Business Response

  Date: 03/06/2024

  InstaMed's Customer Service Team contacted ***** by email on 3/1/2024 to notify him that a refund check was issued and mailed to him on 2/28/2024.  If ***** requires additional assistance, InstaMed's Customer
  Service Team can be reached at (866) INSTAMED, (866) 467-8263, or
  [email protected] for further inquiries.

  Customer Answer

  Date: 03/06/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because: Instamed contacted me to confirm the address to send the refund to and I replied that if they were mailing a check they must send the check by priority mail and to provide tracking number for verification to the address I provided. This communication was on February 20, 2024. I followed up again on February 26 for an update requesting the tracking number if they had mailed the refund. Then on March 1, I received a notice from Instamed of the refund check having been issued on February 28 to the address I provided. I followed up again on March 5 requesting the tracking number as I had not received the refund check. As of today, March 6, I have received no tracking number and no refund check. I made it clear to Instamed that if they were mailing a refund check to send it Priority mail with tracking number and, as of today, I cannot confirm that they have done what I've asked. Presently, I would strongly advise against anyone using Instamed as a third-party payment processor. Because of Instamed's incompetence in providing payment services, I am facing collections and potential credit damage.
  
  
  Regards,
  ***** *******
  

  Customer Answer

  Date: 03/25/2024

  A refund check has been received. thank you BBB for your help.

  I am satisfied with this resolution.

  Kind Regards. 

  Business Response

  Date: 03/25/2024

  On March 25, 2024, InstaMed's Customer Service Team confirmed with ***** that he received his refund check and that it was deposited into his account on March 11, 2024.  Please reach
  out to InstaMed's Service Team at (866) INSTAMED, (866) 467-8263 or
  [email protected] for additional assistance.
  

  Customer Answer

  Date: 04/12/2024

  [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:02/14/2024

  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.

  Through the ***** claims site, you can pay your Dr directly so they get it instantly. I did that so the Dr would be paid directly and the Dr NEVER got anything. They sent the payment to someone other than the ******** Dr never heard of this RAD INSURANCE and I saw they sent it to the wrong address. I told them THEY need to get the money back but return MY money since I had to pay the Doctor - this is an old claim and they wanted their money.

  Business Response

  Date: 03/08/2024

  InstaMed's **************** Team has reached out to **** to request the best address to which a refund check can be sent to her for the funds in question.  Upon receipt of the address, the Team will have a refund check created and sent out.  If **** has additional questions, InstaMed's **************** Team can be reached at (866) INSTAMED, **************, or *********************************

  Customer Answer

  Date: 03/08/2024

  [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: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.

  My provider only accepts payments at one of their addresses, so I canceled payments I made through InstaMed that amounted to $786.46 on 12/21/23. I got an email saying that refunds processed in 10+ business days. I want to avoid late bill fees with my provider, so I followed up and opened a case on 1/3/24 (CASE-02023935) to see if I could get a status update on the refund process. The customer reps were polite and friendly, but no one could give me a straight answer on why it hadn't been processed yet. I was told I would receive a status update on 1/18/24. I didn't, so I followed up again on 1/23/24 (CASE-02041639). This is the update I just received: "Thank you for your inquiry! Upon further investigation, The Next payment plan date is 1/24/24, so the refund process will begin then. Please allow ***** business days to see the funds." They've marked this case as resolved, but I don't consider this resolved until I recieve the actual refund.

  Business Response

  Date: 02/16/2024

  InstaMed's **************** Team contacted *********** by email on 2/12/2024 to explain that our records reflect her refunded payments as having been successfully credited to her account on 2/5/2024.  The Team provided ******* with the trace number for the refunds and recommended that she provide this information to her bank if she is still unable to locate the refund.  InstaMed's **************** Team can be reached at (866) INSTAMED, **************, or ******************************** for further inquiries.
  

• Initial Complaint

  Date:01/18/2024

  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 pay my doctors bills online, on 12/27/23. I got online to pay $25. The insta med website popped up. I thought it didn't look right. I have been paying my doctors bills online for a few years now. The website is very descriptive as to paying your doctors bills, I thought my Dr's ****** changed the site. I paid $25.00 , I have emsil records stating it. On January 5th I needed to make another payment of $30.00. After making that payment I felt something was wrong. I called my doctors ****** to see if they received my payment, NOPE. MY DR'S ****** states they DONT NOT USE INSTA MED, apparently went I opened my Dr's ****** website insta med took over it. My Dr's ****** states its happen to a few people. I called insta med. Had both payments canceled and to be refunded. I have called and talk to 5 different people from insta med. Told the payments were refund. THEY HAVE NIT BEEN. I RECEIVED EMAILS TO THE **** THEY WERE REFUND. AS OF TODAY JANUARY 18TH NEITHER PAY WAS REFUNDED TO MY ACCOUNT. I CALLED ********************** AGAIN TODAY. Again they said they will look into it. I want my $ 55 refunded asap

  Business Response

  Date: 02/05/2024

  InstaMed's **************** Team contacted ******* by email on 2/2/2024 to explain that our records reflect her refunded payments were successfully credited to her account on 1/23/2024 and 1/25/2024.  The Team provided ******* with the trace number for the refunds and recommended that she provide this information to her bank if she is still unable to locate the refunds  InstaMed's **************** Team can be reached at (866) INSTAMED, **************, or ******************************** for further inquiries.

• Initial Complaint

  Date:12/31/2023

  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.

  Throughout the past calendar year I accidentally paid my copay to my therapist 2x resulting in 26 overpayments amounting to $1300. The overpayment occurred through InstaMed who I was paying through my health insurance website when I realized I was also paying through Headway - the service which I found/use my provider through. When I contacted InstaMed about reimbursement they basically told me they can't do anything about it and that the money has been sent to my provider so I need to take it up with them.

  Business Response

  Date: 02/01/2024

  InstaMed has reached out to both ******** and her Provider, and has sent transaction information on the payments in question.  InstaMed's Service Team will continue to work with both parties to resolve this matter.  Please reach out to InstaMed's Service Team at (866) INSTAMED or ************** or ******************************** for additional assistance.