Complaints

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

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Nextcare Urgent Care has 82 locations, listed below.

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• 

  Nextcare Urgent Care

  2145 E Baseline Rd. Ste. 101 Tempe, AZ 85283

• 

  Nextcare Urgent Care

  1066 N Power Rd Ste 101 Mesa, AZ 85205-5709

• 

  Nextcare Urgent Care

  20950 N Tatum Blvd Ste 190 Phoenix, AZ 85050-4251

• 

  Nextcare Urgent Care

  3229 E Greenway Rd Ste 102 Phoenix, AZ 85032-4508

• 

  Nextcare Urgent Care

  5920 W Mcdowell Rd Phoenix, AZ 85035-4853

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:02/04/2025

  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.

  1-30-2025 Went in for a possible UTI for my son. Paid the Insurance fee $75. Appointment at 1pm. Wait was long so asked if it would be ok to go into a room and see an online provider. I agreed. Finally talked to someone an hour later. Took a Urine test then saw the provider. The provider said there was not any evidence of a *** but would send Urine to see if anything grows after a few days. I also asked to do a full STD Panel Just to get all tests done. No one called back so I called today 2-4-2025. Found out the tests were not ordered. I was very upset. I asked to come back in to give another Urine sample to get these tests done. They said I would have to make another appointment and also pay a whole new appointment fee because it has been over 5 days. This seems very shady. I should not have to pay for another Urgent Care appointment. It was clearly their fault they did not order the tests. I asked for this to be escalated and also tried to go on their website to get a hold of customer service to get this resolved. The website is terrible and there is no way to talk to a "live" person. There was an option to pay $5 to talk to someone. This is another shady thing that Next care is doing. The website says it is fully refundable but it makes no sense to even put in your cc# to talk to someone. With all the fraud doing on I do not feel comfortable doing this nor do I think this is a standard practice. I have never seen anything like it. I should be able to go back into Urgent Care and give another Urine sample to get the tests done that were supposed to ordered. I would like my $75 returned to me. I am sue they put this through the iNsurance and it sounds very Shady. Now I am going to another Urgent Care. I need this taken care of. I will also be contacting my Insurance Provider about this.

  Business Response

  Date: 02/04/2025

  hello,

  This has been sent to our operations team for further review.

   

  Thank you,

• Initial Complaint

  Date:12/30/2024

  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 terrible service after I subscribe for nextcare monthly subscription on my first and only visit. I asked to cancel my membership and i am keep getting bill. ****** my membership My account number ****************

  Business Response

  Date: 01/07/2025

  I have sent this to our Medical Discount Program.  This is in process if not already completed.

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair 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 keep getting a bill for *** 6/26/24 where they still have not properly submitted to my insurance. I gave them my insurance card on the *** and somehow they still billed an insurance that expired over 15 years ago. I was sent a bill supposedly stating my insurance paid a portion and I need to pay the balance. But of course, that 15 year old insurance did not actually pay, nor did my current insurance. I called to figure out what went wrong and why they claimed insurance paid when they didnt. They ignored that question but got my correct insurance on file. A few months go by and I have the same problem. I call to give them my active insurance again and they say it will definitely get taken care of. Now today on 12/16/24 I get another notification to pay. The **** ***** doesnt look right to me so I check my online insurance portal. There are no processed claims nor pending claims for NextCare so that means they still didnt submit it yet are still claiming insurance paid and they are asking me to pay way more than the amount of cost share I would actually have if my insurance truly paid. I call their billing line and wait on hold for over 30 min. The phone starts finally ringing after sitting with hold music and the link just goes blank. I stay on about a minute more before hanging up. I call again, same thing but its almost 20 minutes, then the ringing, then the blank line. I try to call the location directly to ask what to do, it rings and rings and rings and then says they are busy with other callers and to try again later. I will happily pay this bill when it goes through insurance properly, but at this point I have no clue how to get a hold of anyone to get this fixed.

  Business Response

  Date: 12/17/2024

  Hello,  I have sent this to our billing department for further investigation.  They will reach out to patient.

   

  Thank you,

  Customer Answer

  Date: 12/17/2024

  I will accept once the issue is fully resolved and it has been submitted to my insurance  

  Business Response

  Date: 12/18/2024

  this has already been sent to our billing department for further review.

  Customer Answer

  Date: 01/13/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID *******. I want to note that it took ANOTHER attempt to reach out to my insurance after the initial phone call I received from NextCare billing, assuring me again that it was submitted. It was AGAIN somehow submitted to the wrong insurance; an insurance I had over 15 years ago (the same issue we had three separate time, despite me providing a totally different ID number and ID card than it was submitted to). That insurance *** had to call NextCare billing themselves and try and get it to the correct insurance. I do not understand why it took so many attempts to get to the correct insurance. I do see the claim now in my insurance portal. I will wait for the claim to be processed and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** *******
  
   
  

• Initial Complaint

  Date:12/16/2024

  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 went to NextCare on 09/30/24. At this time, I was made to pay $75. This was not my co-pay and I informed the woman it was not accurate. She told me "we will probably refund you then." I paid the $75 using my flex health account card. I didn't get a resolution to my health issue and had to go to my primary *** the next day. After receiving my explanation of benefits which confirmed I owed no out of pocket costs for my visit, I contacted NextCare by phone. This was on 10/03/24 regarding my refund due of $75. I spoke to ******** who informed me it would be 30 days before they confirm I am owed a refund. I called again on 10/28/24 and was informed they had verified I was owed $75 and a check was being sent, expect it within 4-6 weeks. I phoned again on 12/2/24 and spoke to ******. ****** informed me no check had been sent and advised me to wait another week. ****** stated she could try to refund the card but that wouldn't be until at least 12/25/24. This would make the refund useless as I have until end of year to spend my flex funds. ****** noted my account that this would need to be a check and she didn't know how long it would be. I called on 12/09/24 and was told by China that this is with the processing department and a check would be sent in the next week. I called again on 12/16/24 and was told by **** that no check had been issued and it is a 30-day process. I informed **** it is well past 30 days and asked when the check would be issued. **** told me she did not know. As of my call today I have no resolution expectation. I have called FIVE times now and each time been told to wait. I have lost all faith in receiving help with NextCare in getting my refund issued. I have waited patiently as requested for seven weeks and NextCare has made no attempt to resolve this matter. It appears there is no good faith intention to refund me based on their lack of response. I would like my issue resolved and my $75 refund via check.

  Business Response

  Date: 12/17/2024

  Hello,

  I have sent this to our billing department for further review.  They will reach out to patient.

   

  Thank you,

  Customer Answer

  Date: 12/18/2024

  A representative, *****, called me and advised she would see if she could have the check expedited, but I have not since heard from her confirming a check has been issued.  I don't have a resolution or any confirmation if a check has been issued and would need to continue calling to find out the status.  I don't consider this resolved. 

  Business Response

  Date: 12/19/2024

  Our ****************** has already reached out to patient

  Customer Answer

  Date: 01/14/2025

  The billing department reached out to me on 12/18 and advised me that she would look into expediting my check.  Since then, I have not received any follow up.  I have not received a check.  I have called multiple times since 12/18.  I also am unable to reach the company now if I call on my personal phone.  I somehow am connected if I call from my work phone but oddly am unable to call on my personal line.  I have no contact information and am told different things any time I call.  Again, this company appears to be acting in very bad faith.  The response of "the billing department has already reached out" tells me the company is not interested in resolving this. 

• Initial Complaint

  Date:11/29/2024

  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.

  Extremely ******************************************************Payments I recently visited a NextCare facility for the first time with my daughter on 11/29/2024 and had a very troubling experience. After paying two co-payments for both of us, we were denied services and told to leave by the triage nurse, ******. Her behavior was completely unprofessional, and I was shocked by the lack of customer service and basic care.When I checked in, I gave consent for my daughter to accompany me back, and vice versa. However, Nurse ****** insisted that she had the authority to decide who could accompany whom, and refused to allow us to be seen together. She then informed me that she was the only one who could triage us and, for reasons unclear, told us to leave.This level of treatmentdenying care based on what seems like a personal power tripwas both unacceptable and distressing. Ive never encountered such behavior at any medical facility, and I find it hard to believe that this is acceptable in any healthcare setting.

  Business Response

  Date: 12/10/2024

  Hello,

  This has been escalated, and patient will be contacted.

• Initial Complaint

  Date:11/26/2024

  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.

  On November 21st 2024 I searched the internet for an Urgent Care, and I found the NextCare Website which advertises they are **************************************, and on the NextCare Website in *************** it indicates among other things they offer X-rays for Abdominal Issues at theirfacility... ( See Attached)... I made an appointment, and went to the *************** (NextCare) a few hours later on this same day November 21st, 2024...I was seen by a Doctor at the NextCare Urgent Care who advised me they do not offer X-Rays at NextCare, and the Doctor then referredme to a Hospital in *************** for treatment where I received the X-Ray, along with other tests...This Company (NextCare) is advertising services offered to the Public on theirwebsite that is False, and Misleading, because when I went to NextCare, andwas seen by a Doctor he advised me they do not offer X-Rays, and the Doctorreferredme to a Hospital to get the very service (X-Rays) for abdominal issues NextCare advertises they offer...Furthermore what I also find very concerning is the referral paperwork (Attached) NextCare provided me for the hospital referral did not reference anything about an X-Ray, which I believe was left out of the referral paperwork purposely by NextCare because it appears NextCare is aware they are ***************** services, and purposely omitted this information in their referral paperwork...NextCare is clearly in violation of Arizona Statute13-2203 ( *****************), and should not be advertising these, or any other services they don'tactually provide, and then refer the patient somewhere else to get the very same service they indicate on their website they provide at their location, and then bill the patient's insurance $443.00like they did to me...

  Business Response

  Date: 12/02/2024

  Hello,  This has been sent for review in which our staff will contact patient.

   

  thank you

• Initial Complaint

  Date:11/06/2024

  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.

  Decided to schedule an online telehealth visit with Access Medical ***** (10/20/24.) I then was sent through Next Care. Scheduled the appointment and had a ************************************************* to take tons of over the counter medication for a bad cough and sinus congestion. *********** Quil, Sudafed, *********, cough syrup, you name it. She prescribed a cough medicine that I never could pick up because the pharmacy does not carry it nor has ever seen it prescribed. Now I have received notice that they tried to bill my insurance $430 (I can see the claim,) and after adjustments they are saying I owe $127. Self pay is $65. I am on a high deductible health plan. If my insurance didnt cover anything, they should bill me as self pay. Processing a claim through my insurance for $430 versus the $65 that they charge self pay is fraudulent. Not to mention the negligent advice received from the doctor, which caused me to have an immune response and break out in hives. 2 and a half weeks later I am still sick and having to pay another doctor. I have filed a dispute, if they continue, I foresee a lawsuit in the near future. I told ******** (NextCare **** that Id be okay paying the additional $30 to fulfill the $65 self pay. Charging me $162 is ridiculous, and attempting to file a $430 claim to my insurance is even worse. Also, when did I elect to share my medical records with multiple organizations? **********************, Telehealth, Tulsa Emergency Med Center (AZ,) Access Medical Center? How did all of these companies come into play when scheduling an online appointment with Access Medical Center in *****? This is insane!!

  Business Response

  Date: 11/13/2024

  Hello,

  I have sent this to our Virtual team for review.  They will be reaching out to patient.

  Thank you, *******

• Initial Complaint

  Date:10/17/2024

  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 checked in at ******** Az. Facility the representative that was checking me in Collected my driving license and health insurance cards. She then proceeded to help other individuals that came in the office. My driving license was exposed other customers saw my information on my driving license. I also spoke with the supervisor. But something else needs to be done. All of my personal information was exposed.

  Business Response

  Date: 10/21/2024

  Hi,

  I have sent this complaint to Clinic Manager for review and to address.  Clinic manager will contact patient.

   

  Thank you,

• Initial Complaint

  Date:10/14/2024

  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.

  Serviced on 7/29/24. I got labs done here and it was a horrible experience, they never called me to tell me my results. When I tried inquiring they told me I need to physically come in to receive my results, which was super inconvenient. I submitted an authorization form so my primary care doctor could get the results... my results were never sent - this meant I had to have the labs repeated at the hospital my primary care doctor is at. They then incorrectly filled my claim as out of network and when my insurance asked them to refile, I received an additional bill in the mail from the lab company, who made no attempts to file a claim with my insurance. I then got threatened by them that they would take me to collections if I didn't pay in full. So I did. A month later, my insurance told me they filled the claim incorrectly and that I should get back every ***** they charged me minus the charge for a specific test. I cannot get a hold of anyone with NextCare to fix these issues. I do not have the ability to view transaction histories on the app or through an account with them. I have proof of payment via other means. **************** wont respond to tickets inquiring about the situation and I am currently out $330

  Business Response

  Date: 10/15/2024

  Good morning,

  This has been sent to the Billing Department.  They will reach out to patient.

   

  Thank you,

• Initial Complaint

  Date:10/05/2024

  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 visited urgent care next care **********************************. Monday July 22nd. I very specifically went to ***** to get X-rays for what i felt like was a broken foot. i went to that ***** because they have ************** i was immediately told no X-ray necessary no break in foot just an infection. I said ok and left very confused and nervous as my former father in law died from a foot infection. i Took my antibiotics as told and 2 weeks later exactly go to Er room ******** peak ***************** thinking i have bad infection as my foot was very swollen. after a day in hospital i find out no infection i have a broken foot that was severly damaged as i was never xrayed. i was so improperly diagnosed the clinic director ***** ********* reimbursed my fees associated with visit and straight up acknowledged the Doctor did a horrible job all the way around with my visit and its cuz it was past 1130 they are off at 12. There is so much more to this then i can type out. Their patient liason team wont respond nor will ***** ********* after promisimg to help. i have prescription cost, Thousands in medical bills, wasted time, stress, Pain all because of this clinic. From corporate, to patient liason, to the clinic and ***** ********* They completely ignore me. This is my last effort before they are rightfully sued. Please call ********** or email *****************

  Business Response

  Date: 10/15/2024

  Good morning,

  Complaint was sent to Management on 10/7/24.