Business Profile

Clinic

MinuteClinic, L.L.C.

Headquarters

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Complaints

This profile includes complaints for MinuteClinic, L.L.C.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

552 total complaints in the last 3 years.
237 complaints closed in the last 12 months.

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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:05/14/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was incorrectly charged by MinuteClinic on 02/06/2025. I had scheduled my appointment online and added my current insurance card to the account. At the appointment, I gave the nurse my current insurance card and she inputted information from that insurance card into the computer. After my visit, I was charged as if I don't have insurance because they used an old insurance card/old insurance information. When I called to have their Billing team fix this, they sent the bill to my current insurance company. The insurance took care of the claim and the remaining out of pocket cost was to be taken out ot MinuteClinic refund check. The billing representative failed to enter my mailing address correctly, and the check was not sent to my address. I have been receiving interest charges to my credit card for this incorrect billing charge. This is very expensive and unaffordable for me. MinuteClinic is now running a check trace and a supervisor will have the refund sent electronically to me. This is something I requested from the beginning and should have been escalated and granted. MinuteClinic says they cannot pay the interest charges that are occurring on my credit card account. These are expensive and unacceptable errors that the business has caused me. I want the interest charges to my credit account reimbursed. Payment Receipt Thank you for your business! If you have any questions about your payment, please contact MinuteClinic at 866-389-ASAP(2727)Approval code: *****B Transaction type: PURCHASE Card type: Mastercard Visit ID: ********* Description of services: MinuteClinic Amount: $530.22 Clinic Address: ***********************************************************************************: GAINESVILLE Clinic State: ** Date/time: 02/06/2025 7:39:45 EST
Business Response
Date: 05/27/2025
Thank you for your letter concerning Lisandranette ****. I am pleased to report that this matter has been resolved between MinuteClinic and Lisandranette ****.
Initial Complaint
Date:05/13/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 12, 2025, I visited CVS MinuteClinic in ******, *****, as a self-pay patient seeking a tuberculosis (TB) test and titers. I was quoted $36 for the TB test and $100 for the titers, with the understanding that blood would be drawn on-site and sent to a lab. However, I was informed that no nurse was available to perform the blood draw and was instead handed a referral to Quest Diagnostics. Upon arriving at *****, I learned that the services provided were more expensive and unnecessary, as I could have booked the same tests directly through them without a referral. When I contacted CVS MinuteClinic to resolve the issue, I was told that the $100 charge was for the visit itself, not the titers, and that no refund would be issued for the referral. This lack of transparency and misleading information regarding pricing and services is unacceptable. I request a full refund of the $100 charged for the visit, as the services provided were not as described, and urge CVS MinuteClinic to review and update their pricing and service information to ensure transparency for self-pay patients.
Business Response
Date: 05/20/2025
Thank you for your letter concerning billing. I am pleased to report that this matter has
been resolved between MinuteClinic and ****** *********.
Initial Complaint
Date:05/13/2025
Type:Sales and Advertising 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 contacted on numerous occasions regarding an outstanding balance from CVS Minute Clinic for my child who was a minor at the time. However, Minute Clinic staff always confirmed that any and all visits were covered by my insurance prior to services being rendered. Also, I filed a formal complaint about a practitioner as they refused to see my child at the designated appointment time, by falsely claiming that they came out into the lobby and didnt see anyone once I discovered that the appointment was not in the system. There were no other patients in the waiting area and no one else approached while I was on the phone with customer service filing the complaint. Afterwards, a representative left a message for me to contact her, but failed to respond to my attempts to follow up. The practitioner was rude, condescending and disrespectful as she had her back turned while arguing and declining to render care.
Business Response
Date: 05/19/2025
Thank you for your letter concerning ******* *****-*****. MinuteClinic has made several attempts to reach ******* *****-Smith via telephone. MinuteClinic has also sent ******* *****-Smith a letter advising them to contact us should they like to resolve this matter. Please have ******* *****-Smith contact ******* ******, Patient Support Senior Coordinator at ************ to discuss further.
Initial Complaint
Date:05/09/2025
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 made an appointment online at which time they collected my insurance information and credit card number. During the entire process prior to and during the visit no mention was ever made about potential charges or insurance coverage. During the visit i was also offered a flu shot. No mention of the potential cost. No costs were ever disclosed to me. My insurance denied the claim as out of network. The minute Clinic then charged my card for the full amount. While speaking to them about the charge i find out that they have Cash Pay pricing at about 25% of the amount billed to the insurance. They never checked my insurance for coverage and never disclosed any upfront costs for insurance or cash. I have been asking for an adjustment to the cash price since I was not covered. All they keep saying is that since it was sent to insurance they can not make an adjustment. I want a refund between the cash price and what they charged my card.
Business Response
Date: 05/12/2025
Thank you for your letter concerning billing. I am pleased to report that this matter has been resolved between MinuteClinic and ***** *****.
Customer Answer
Date: 05/12/2025
[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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

***** *****
Initial Complaint
Date:05/09/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am receiving a notice from *********************** that they have not received payment from my son's visit with minute clinic. I have called and tried multiple times to resolve this. My insurance has not been applied to the amount, so I refuse to pay the whole amount until they fix this. I have called multiple times to get my insurance applied and provide the information however every bill I receive does not show my insurance applied. All I want is my insurance applied so I can pay my bill. Thanks.
Business Response
Date: 05/19/2025
The patients Mother, Kylie, has been informed that her insurance company is reviewing her claim. The insurer advised that the review can take up to 30 days. MinuteClinic cannot take any action until the patient's insurer completes its review. I advised the account has been removed from collections as well. Therefore, MinuteClinic considers the matter closed.
Initial Complaint
Date:05/08/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I visited Minute Clinic at **************** on 1/08/2025. the ** that seen me (very nice woman) entere my insurance card info/updated personal information etc. I suspected ear infection.The ** took my *** looked in my ears & confirmed an ear infection. I was issued an Rx that I picked up at the pharmacy in same store. 5/4/25 I received a notice from my bank for a large withdraw. I checked my bank to see a pending withdraw of $565.00 from MINUTE CLINIC! I checked w/ my insurance and they were never billed for this visit. I have never received a bill for this visit either. I called to question this charge and how they accessed my bank w/o me giving them my card or my consent and was told that I signed a paper for them to do this. ( I signed a paper to be "treated"...but was never told the above) I was told that I had my debit card " on file". Im assuming from using it in the *** store? because I have never given minute clinic my debit card. I asked to have this saved card info removed, and it was. I pay all my medical bills with an *** account debit card NOT my personal debit card. note- had I given them a card that day, it would have been my HSA card... so this is how I know it did not happen. I called and person #1 I spoke with asked for my ins. info (again) and said she will submit this claim to my insurance.. So it never was? I then spoke w/ person #2 and I asked for a detailed copy of my bill w/ specific charges, as I was a bit shocked that this service cost this amnt and $565 taken from my bank acct w/o my knowledge. I was told he can not give me a bill, since it's in claims .If there is no bill, I dispute the charges? I asked for payment to please be reversed until ins. was billed properly and told that cannot happen and I can file for refund if ins pays.. How is this ok? It feels so violating. I DO pay my medical debt, after my insurance makes claim and provider discounts/ any payments are applied. I also pay with my HSA acct. debit card only.
Business Response
Date: 05/13/2025
Thank you for your letter concerning billing. MinuteClinic has made several attempts to reach ***** ******* via telephone. MinuteClinic has also sent ***** ******* a letter advising them to contact us should they like to resolve this matter. Please have ***** ******* contact ******** ******,Patient Support Senior Coordinator at ************ to discuss further.
Initial Complaint
Date:05/07/2025
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 April 13, 2025, I visited a Minute Clinic location and was informed at the time of the appointment that the cost for the service would be $99. That amount was charged to my card and processed on the same day. I was not advised of any additional fees or that the $99 was a temporary or partial charge. The amount was presented as the full and final cost for the appointment.However, on April 24, ****** days lateran additional $40 charge was processed to my account without any prior notification or explanation. I contacted the Minute Clinic head office to inquire about the charge. I was told the $40 was valid due to a signed agreement that authorizes additional charges when necessary. While I understand such general consent forms exist, I was never informed at the time of service that any additional fees would apply or that the $99 payment might not be the final amount.I emphasized that I would not have proceeded with the appointment had I known the cost could change afterward. The staff at the head office acknowledged my concern but said they would only have the clinic manager reach out to me if they intended to take actionwhich they ultimately never did. I followed up again but received no resolution.I believe this is a case of misleading billing. Being quoted one price and then charged more almost two weeks laterwithout any explanation or communicationis dishonest and unacceptable.Desired Resolution:A full refund of the $40 charged on April 24, 2025.A formal explanation of why this additional amount was not disclosed at the time of service.A review of Minute Clinics billing and communication practices to ensure transparency for future customers.
Business Response
Date: 05/08/2025
Thank you for your letter concerning ***** *******. I am pleased to report that this matter has been resolved between MinuteClinic and ***** *******.
Initial Complaint
Date:05/06/2025
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.
This complaint is about the billing department, I think the minute clinic itself and employees are wonderful. The billing department calls and emails and texts me repeatedly with no way to opt out. They are insisting I owe a balance that I can show I paid. I have tried calling and they tell me I can send the proof on the email portal. The portal only allows you to pay or call. So they are not taking my receipts or allowing me to stop the calls and texts. I have to show my license and pay co-pay whenever I go to the clinic. I have never been told of an old balance. I paid a $25 fee in January and then paid the balance per the ***. They are not recognizing the payment or are applying it to an old balance that I've never been billed for and don't show on my end. I recently logged on to the portal and it shows I have a balance I would like to dispute.I would like my balance to be updated and to stop being contacted.
Business Response
Date: 05/14/2025
Thank you for your letter concerning billing. MinuteClinic has made several attempts to reach ******* ***** via telephone. MinuteClinic has also sent ******* ***** a letter advising them to contact us should they like to resolve this matter. Please have ******* ***** contact ******** ****** ,Patient Support Senior Coordinator at ************ to discuss further.
Customer Answer
Date: 05/14/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
The number left on my voicemail is an unmonitored box. The bill has not been resolved as of yet and Ive provided evidence of payment:
I checked all bills against the insurance portal and I pay copay whenever I visit.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*******

Business Response
Date: 05/27/2025
Thank you for your letter concerning ******* *****. MinuteClinic has made several attempts to reach ******* via telephone. MinuteClinic has also sent ******* ***** a letter advising them to contact us should they like to resolve this matter. Please have ******* ***** contact ***** *****, Patient Support Senior Coordinator at ************ to discuss further.
Customer Answer
Date: 05/28/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Ive supplied proof of payment. There is nothing to discuss. Im not able to answer when they have called due to work and I dont get an answer when I call but Ive sent receipts so there isnt anything we need to talk about that couldnt have been resolved in the first two phone calls. I have paid and sent receipt.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*******

Business Response
Date: 06/10/2025
Thank you for your letter concerning ******* *****. I am pleased to report that this matter has been resolved between MinuteClinic and ******* *****.
Customer Answer
Date: 06/11/2025
They did say they updated my balance and that I owe $0 however I received a letter because they turned me over to a credit agency for collections. Would like to make sure any damage done to my credit has been resolved before closing .
thanks you!

Regards,
*******

Business Response
Date: 06/24/2025
Thank you for your letter concerning ******* *****. I am pleased to report that this matter has been resolved between MinuteClinic and ******* *****.
Initial Complaint
Date:05/06/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had Insurance coverage through *****/*** and they listed Minute Clinic as my primary care provider, so I went there to get my referrals to specialists. After my visit, two weeks go by and I still did not have valid referrals to see my diabetes doctor. I went back to Minute Clinic to see about my referrals since I was overdue for medications for diabetes. After explaining my problem, I left thinking I would have my referrals handled. But, I found out I still did not have valid referral paperwork to make an appointment with specialists.A month passes and I found out I was billed for a second Wellness Visit from Minute Clinic. I am notified that Minute Clinic charged my credit card $375.06, This is not fair since my referrals were not properly submitted.I was going to an in-network clinic for referrals and Minute Clinic failed to provide the professional services I needed and then refused to issue a refund. I spoke with ***** *. supervisor at the call center for Minute Clinic support. She proceeded to tell me that they refuse issuing a refund for the out of pocket bill because Minute clinic says I was seen by one of their practitioners, therefore they have the right to bill me for a second visit. I have never been so disappointed in a healthcare operation. I Do NOT recommend go to Minute Clinic. They don't know what they are doing and it could jeopardize your health.
Business Response
Date: 05/14/2025
Thank you for your letter concerning *.*******. I am pleased to report that this matter has been resolved between MinuteClinic and *.*******.
Initial Complaint
Date:05/05/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Double charging for the same medical visit and testing!On Oct 22, 2024, I went to the CVS Minute Clinic for a consultation due to an infection. They ended up testing me and giving me a prescription which I filled at the *** pharmacy. Because my *************** card had not yet arrived in the mail even though I was already covered, CVS Minute Clinic charged my credit card and told me to get Aetna to reimburse me. Note: Aetna and CVS Minute Clinic share a parent company. When I submitted the claim to Aetna, they told me that CVS Minute Clinic filed a claim for the same services on Oct 22, 2024 and they already paid them. Aetna said I shouldn't owe anything for the visit. CVS Minute Clinic double charged for the same services and prevented me from getting reimbursed! I contacted CVS Minute Clinic by phone but couldn't reach anyone to talk to. I contacted them on their portal but didn't get a response. I want CVS Minute clinic to reimburse me for the $174 I paid for the consultation and testing them since they already claimed that with *****. I am leaving out the prescription since I paid *** pharmacy for that, not Minute Clinic. CVS Minute Clinic recently settled with the *************************************** Office of the Inspector General for double charging for other services but it seems that this is a pervasive practice that they keep doing.
Business Response
Date: 05/07/2025
Thank you for your letter concerning ******* ***. I am pleased to report that this matter has been resolved between MinuteClinic and ******* ***. She has my direct phone number and will follow up if necessary.

Customer Answer
Date: 05/07/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
This complaint has not be resolved at all. CVS Minute Clinic said they would contact Aetna and file their claim with Aetna and I am to wait anywhere between two weeks to a month to see the results of the claim. Only if the claim is accepted will CVS Minute Clinic refund me either by credit card or check. It's highly inappropriate for CVS Minute Clinic to mark this resolved when they themselves said it would takes weeks when I *might* find out *if* I will get a refund.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*******

Business Response
Date: 05/12/2025
The patient has been informed that her insurance company is reviewing her claim. The insurer advised that the review can take up to 30 days. MinuteClinic cannot take any action until the patient's insurer completes its review Therefore, MinuteClinic considers the matter closed. I have provided ******* with my direct contact number and advised we cannot keep the complaint open as we work to resolve this concern. Thank You.
***** *****
CDR, Patient Relations
Phone: *************
Customer Answer
Date: 05/14/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.
[The complaint is not closed until I receive a refund. The response claims that she told me this matter was closed. This is a falsehood. During the conversation, we did not discuss closing this case. The fact that it will take 30 days for CVS Minute Clinic to receive a response from *****, this sister company, is not grounds to close the complaint. The complaint will stay open until I receive a refund. Any further attempts to close this before it is really resolved with generate the same response and a new complaint on BBB about attempts to close complaints on false grounds.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*******

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MinuteClinic, L.L.C. is NOT a BBB Accredited Business.