PlushCare Virtual Healthcare: online doctorReviews of plushcare.com

I have had a problem getting my labs results. For some reason quest diagnostic didn't send them to you and then when we finally get it figured out. It takes forever to get them reviewed.

Initially, they were good. Then, I get a bill to pay more money. My insurance sends me an explanation that the doctor they billed under was out of network. And, indeed, they billed under a doctor other than the one who provided me the service. I let them know this and they insisted I was still responsible. I made clear to them, the doctor they billed under was not in-network according to the explanation of benefits. We went back and forth with their really silly explanation that they billed under an in-network doctor and they never got an indication that it was out of network. Funny enough, the very last page of the explanation of benefits says this was out of network. Plushcare refused to acknowledge this. I don't know who the doctor is they billed under. Neither does my insurance provider. And for some reason, they expect me to pay the additional amount they are owed for their mistake. Needless to say, I cancelled Plushcare and went with Teledoc. Their billers do not seem to know what they are doing or talking about. I will not be paying the overage. It is only about 18 dollars but it is the principal. To me, it is fraud they are billing under a different provider. But I am not a coder so I am not sure if that is legal or not. But apparently, doing so cost them money because I will not pay for something I did not get.

Their website states that if you have health insurance, the "typical" out of pocket expense is $30. I opted to go with this service thinking I would save money vs. going into an urgent care facility. I ended up being charged for $112 in total. I called customer service and asked about this, and the rep reached out to her manager and the answer I was given was that the out of pocket expense could be "as low as" $30. The website currently states "typical", so the marketing is misleading. If you have a high deductible health plan and haven't reached your deductible, plan on paying closer to the out of pocket cost of $129.

Made 3pm appt. Was in virtual room since 2:55pm. Pop up comes up saying doctor may not come. Waited until 3:15. Contact customer service. As I’m on the phone they bill my credit card $50.00 for a missed appointment. The representative I spoke to was great. Refunded the $50 which shouldn’t have been billed, apologized but I needed immediate help. And for a doctor to show up 20 minutes late to a virtual appointment and then say I wasn’t there is unprofessional. If you can’t depend on a doctor who can you depend on? Will never use again.

I have been using Plushcare for about 8 months. While the doctor I work with (Dr. Lee) is really lovely, unfortunately the rest of the system is problematic and has gotten worse over the past few months. Specifically, if you have a question or issue you need to submit a request via chat or email, which used to be relatively quick but which now takes 5-7 days for a response. If you call their central phone line, you wait on hold for more than a half hour then get a customer service rep who seems entirely disconnected from your actual care provider. In my case, I had an appointment 8 days ago and one of two of my prescriptions was not called in. I have called, emailed, sent chat messages, and scheduled a follow up appointment with Dr. Lee and has not been resolved. As of this morning, I received a message indicating that the support team has followed up with some other team (who I’ve never heard of and have no way to contact), who will follow up with me “at their earliest convenience.” My husband attempted once to use for what he suspected was the flu and his provider didn't show up: because it takes so long to get through on the phone, he just gave up. This model is not a practical to solution for healthcare for actual human beings, who need reliability and reasonably expedient services. Recommend going elsewhere.

I joined, doctor was super nice and available pretty much whenever but I told them I was joining because I needed to get wegovy for weight loss and they said no problem but they couldn’t get it for me….really disappointing!!!

This is a nightmare of a company to work with. The advertising that declares it a "convenient" and comfortable way to get basic healthcare is definitely NOT TRUE. My experience was horrible from start to finish. I had an initial appt...the doctor was in a hurry, met for 4 min, wanted some labs. The labs cost a lot because there isn't a Quest. There is no way to easily ask questions from the company. You can call, but you will be on hold for 2 hours. There is a call back option. You may or may not get called back... Does this all sound familiar? Yep, they have the EXACT SAME ISSUES that any in-person doctor's office has. It's hilarious that they try to market it as in any way easier. In fact, it's even worse. They start setting auto emails that may have nothing to do with why you saw a doctor in the first place, saying they want to see you again in 10 days or other things. Then you make an appt (in my case I thought that meant they had received the bloodwork and wanted to talk to me about it) but when I got on with the doctor he was like no I don't have it why did you schedule an appt? He practically yelled at me and was on for 2 min. Luckily I did manage to get that refunded after making more phone calls. Then I had to call 2 more times to get help. I will be cutting ALL ties with this company and will absolutely encourage you to think VERY VERY carefully before trying this. It's not going to be any easier on you unless you live more than 30 minutes from a decent doctor. YUCK

OK - I knew I had a UTI, was traveling, and needed an RX my PCP wouldn't prescribe without a visit (don't get me started...) I signed up with Plushcare and a couple of hours later had a teledoc appointment. The Dr. showed up on time, we talked for less than 5 minutes, she called my RX in and I was on the med within 2 hours. That's the only reason for not giving this 1 star: if you are in a lot of pain and can't wait, you may decide this hugely expensive service and broken billing/cx experience is worth it. I've been emailing with them for the last month to no avail. The details for those curious: I paid $39.80 upfront (quoted Aetna copay) vs. the $199 cost for those without insurance, and expected my total out-of-pocket not to be much more than that after they reconciled the claim. Instead, Plushcare billed me for an additional $159.20 (to add up to the $199) despite the fact that 1) they are in network with my provider and not able to charge more than $75 according to their diagnosis code and 2) that my insurer has already paid them a portion of the bill. Something is seriously broken in Plushcare's billing process and there is no phone number to contact for billing issues. Luckily my insurance agent is equally fired up about this situation and we've been sitting on hold for the last hour waiting to connect... I'm hopeful my insurance provider can help me sort this out, but this has been the biggest headache and Plushcare is so frustratingly unavailable. I'd only recommend Plushcare as an absolute last resort.