We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Urgent Care Clinic

Nextcare Urgent Care

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Urgent Care Clinic.

Complaints

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

Find a Location

Nextcare Urgent Care has 82 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 106 total complaints in the last 3 years.
    • 29 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/16/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Visit occurred 21 JUL **************************** for physicals, 2 needed school and sports physicals, 1 only needed sports physical. All were paid for before leaving the office.21 FEB 2024 Notation in the bill sent to collections says bad debt occurred on this date from the above visit. Instead of reaching out to us, nextcare sent bill immediately to collections and blindsided us with contact from them.Investigating the matter, we tried to get more information and the collection agency said they could not help. We then went into the clinic that the physicals occurred and requested records to see what was done on that visit, they were unable to provide any proof that any physical even was performed other than a record of *********************. The office person said that bill for the school physical was in error and said she sent a ticket to the billing **** to correct. We waited a week to contact billing **** who said that it was the clinic that had to correct this error and she would escalate it again back to the clinic.We are now in a circular issue and we would like the debt to be removed and want an apology from the company for sending this to collections before even reaching out to a supposed debtor.

      Business Response

      Date: 08/19/2024

      I have reached out to the clinic for further review on account and advised to contact patient.

    • Initial Complaint

      Date:08/15/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 08/12/2024 I went to Nextcare Urgent Care for a wound on my left hand. That was okay, but on 08/13/24, I returned to have medical leave paperwork to be filled for my employer due to not be able to work because of injury to my hand. I paid another ***** co pay to see the health care provider and was told that they do not fill out medical leave paperwork. I should have been told this before I paid. I feel that I was defruaded by Nextcare.

      Business Response

      Date: 08/19/2024

      I have reached out to the clinic for further review on account and to contact patient regarding their billing.

    • Initial Complaint

      Date:08/13/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 September 1st, 2023, I scheduled an appointment at Urgent Care on Windsong in *************** for September 5th at 5:30 to get the chest x-ray TB testing done. I previously confirmed with them over the phone if this procedure could be done and was assured that it can. On September 5th, 2023, I went in to the Urgent Care on ************** in *************** in order to get a chest x-ray for TB testing. I had an order from my clinic (*****************). There were issues upon the check in as the front desk told me that they dont provide such a service and that billing cannot be done to the company. After contacting my manager and having front desk confirm with the provider (or nurse, they never told me), I was taking in to the room to have the x-ray done. I was in the room with the technician and was exposed to radiation. After that, I got a disability letter from the front desk as a proof that I was at the clinic, this was work required. However, no documentation about the actual testing being done was generated, instead paperwork was saying due to miscommunication testing wasnt done. Now that I took a new position at M&M, I needed a copy of x-ray paperwork. I called the clinic to make a request and was told that (a) I never had a testing done physically, (b) that I probably went to another clinic and dont remember it, (c) no one above local office manager would speak to me about it. Basically, the office manager (which I unfortunately dont have a name of) told me I never went to the clinic to have testing done and that I am mistaken and that I had it done somewhere else. Unfortunately, I dont have any proofs besides a letter and appointment screen shot, however I know for a fact I was in the room and had x-ray done. Office manager didnt word it correctly and made fun of me. I am not a happy patient as I always pay bills on time and dont appreciate a manager talking to me with such a disrespect. An email also was sent to the patients portal.

      Business Response

      Date: 08/26/2024

      Hello,

      I have sent this to the Clinic Manager for review and to contact patient.

      Business Response

      Date: 09/09/2024

      Hello,

       

      The Clinic Manager has taken care of this on 8/28/24.

    • Initial Complaint

      Date:08/06/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Date of telehealth service with flu/covid testing: 12/10/2023 Date of invoice for $74.41: 01/11/2024 Date of payment for above invoice: $74.41, 01/21/2024 This payment was apparently not applied to my account and I was sent to collections on 08/02/2024. I erroneously paid the collections agency in a panic before checking to verify that I had already paid the bill in January 2024. I am having difficulty getting any response or refund of my money that I sent to the credit agency.

    • Initial Complaint

      Date:07/29/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 18,2024 I was treated at nextcare Urgent Care near ******** and *****************. I provided the intake with my,United healthcare and AHCCCS insurance cards. (Both were,and still are current and valid). They are billing me as if I have no insurance. When I call their billing phone number, I am on hold for 30 minutes. Then,the phone rings for 1 to 3 times and then the line goes dead. I wait for 1 more minute to no avail and disconnect. This has happened numerous times.I am a senior citizen and their erroneous billing and unresponsiveness is causing me stress and anxiety. My insurance carrier has advised me not to pay them anything until they have submitted a claim for review.

      Business Response

      Date: 07/30/2024

      Thank you for bringing this to our attention. I apologize for the inconvenience to the patient. I have forwarded this to the manager and our billing supervisors to review and reach out to patient ASAP. 

       

      Sincerely, 

      ******************* Patient Liaison

      Customer Answer

      Date: 07/30/2024


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      *************************

       

    • Initial Complaint

      Date:07/15/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 in the clinic Monday May 13. I informed the front desk attendant that I was there for abdominal pain. I was charged $75 up front before checking in. I sat in the waiting room with my mother. I watched a man with a child walk out of the room doors and to the front to pay, so he wasn't charged up front, which struck me as odd. I get called back only to have the doctor tell me that 'they cannot check anything for abdominal pain, sorry.'. I questioned why I was charged and sent to wait and then sent back if they can't do anything. Doctor seemed apologetic, but also unhelpful. I immediately asked the front desk attendant to refund my money, which she didn't. I would also like to note that, coincidentally, when exiting the back rooms, the waiting room TV showed a screen that said 'When to go to the *** Abdominal pain'. I took photos of that screen and another that outlined what the urgent care center can assist with. The previous urgent care I went to told me up front that they wouldn't be able to assist. I would have appreciated if NextCare could have been honest up-front and done the same, instead of charging me for telling me 'we can't help you'. As a side note; The doctor had the audacity to mention 'Maybe you are ovulating' (I am 37 years old and know what my ovulation feels like). The next day, I had an emergency appendectomy at the *** At this point, July 15, I have emailed and called several times and gotten the run-around. At one point, a few weeks ago, I was told my refund was being processed. No refund yet. Today I call and am told, from what I can understand by the foreign call center, is that now my refund was 'denied'. I won't let this go and I'm livid. This is highly unethical for a company to do to someone.

      Business Response

      Date: 07/16/2024

      Thank you for bringing these concerns to our attention. I have forwarded them to the managers and the medical director to review. They will be reaching out to the patient.

      Sincerely, 

      ******************* Patient Liaison

    • Initial Complaint

      Date:07/09/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 Saturday July 6th had a virtual visit with this clinic, the doctor that saw me had no idea as to how to treat me and requested to see me in person, I was leaving town that day, he tried to schedule an appointment for me the same day, when the clinic reached out to me I told him I did it have time that day and if needed I would do it once Im back in town, I was billed $65 dlls for my copay for that visit even though nothing was done, the next day 7/7/2024 Sunday, I was billed for $97.35 for no reason, I have made multiple calls to their billing **** and no know answers, at the clinic on ******** and *********** in ***********, they told me they would send a message to the billing ****, as of how I have not heard back from them.

      Business Response

      Date: 07/10/2024

      Thank you for bringing this to our attention. I have sent to the managers and they will review and reach out to patient. 

      Sincerely, 

      ******************* Patient Liaison

      Customer Answer

      Date: 07/11/2024


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      *******************************

       

    • Initial Complaint

      Date:06/28/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Came in due to UTI symptoms *** was prescribed medication for yeast. History of utis was disclosed and that tests frequently came back negative but treatment was still necessary to correct symptoms.Meds were not given for uti and i called back to followup and was hung up on after asking for information to file a complaint after being told i couldnt have a message sent to the provider about the current meds not being correct for my symptoms and health management. Called back and was told if it was "really that important" to have rquested information to file a complaint after the concern wasnt treated and being told i would have to pay to be seen again to correct their mistake and then after calling back was hung up on again asking her for her number and then after calling back the phone has been left to ring for 25 minutes now before finally getting a call for the number on the wall in their lobby for complaints. An hour of phone tag and time wasted when i couldve been put on hold for 20 second to take ***************************************************** a phone number. Her name was Borbin her manager is *****. Unable to get in contact with ***** because she "randomly pops in". Poor health services and customer services. I need my meds corrected to what i went in with symptoms for and a written apology from the receptionist "******" who was alone in clinic answering calls at 2:37pm on the 28th of june at the ****** and **** location.

      Business Response

      Date: 07/02/2024

      Tell us why here...Thank you for bringing your concerns to our attention. I assure you the clinic manager and the area operations manager are aware and addressing this matter with staff. Also it is up to provider to detemine care however I will have provider review if patient is still having symptoms they will need to return to clinic for a re-evaluation. fI apologize for the negative experience and the inconvenience this has caused you. Hoping you will consider returning to NextCare for your future health care needs. Wishing you good health .

       

      Sincerely,

      ******************* Patient Liaison

    • Initial Complaint

      Date:06/15/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Used next care urgent care over two years ago and am still getting bills for 50$ over and over. After paying off my original balance of 98$ No response on the phone or email

      Business Response

      Date: 06/23/2024

      I have sent to our billing supervisors to review they will reach out to patient. 

      Sincerely, 

      ******************* Patient Liaison

    • Initial Complaint

      Date:06/11/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Next Care of *********. offers a medical discount program under the name of NextCare ************** and charging patients $39.00/month for this program. This program requires you to setup auto billing with them. The service is cancellable at any time. I followed their cancelation process through their website on 2/20/24. Upon completing their outlined process, I discovered their systems do not offer email confirmations confirming cancelations. Due to this, I called into their support line to confirm this service was cancelled since no confirmation by email or mail was done. They verbalized confirmation on 2/20/24. This company has continued to bill me for the same monthly charges that they informed me they canceled. I called back on 6/11/2024 to get help with the concern. The rep refused to send or email me the notes showing cancelation request on 2/20/24. I asked for supervisor *** to step in and was told a call back would occur for escalation in helping with the matter. No one call called back to assist. Phone rep said she is not authorized to send emails to confirm notes of previous cancelation request, web portal cancelations do not confirm by email or mailers of actions requested, calling follow-*** do not happen. This company offers a service and does not full fill cancelation requests. I can only imagine how many other victims are being taken advantage of in their flawed process and systems in place. They have collected an additional 4 months of charges with no resolution to refund.Including contact info below:discounts.nextcare.com/contact ************ ******************************

      Business Response

      Date: 06/14/2024

      I have forwarded patient concern to supervisor of that department and she will reach out to patient. 

      Thank you, 

      ******************* Patient Liaison

      Customer Answer

      Date: 06/25/2024

      I, *********************, viewed the messages regarding the BBB complaint #********, issued with the BBB on 6/11/24. I wanted to inform you that the issue has NOT been resolved. The complaint against Nextcare Urgent Care has not made any attempt to resolve the issue at this time. I have not received any form of call, voice message, email or mailbox letter from the Nextcare business. This company continues to fall short in doing what they say. Can any more escalations be forwarded towards this company?  

      Regards,

      *********************

      Business Response

      Date: 06/25/2024

      I reviewed ******* account and found that his claim is correct. He called our ********************** on February 20, 2024, however, our billing team did not send his request to our (Medial ****************** ********** for processing. This is why he kept getting charged. He called again on June 11,2024 to our ********************** and advised our team member of his previous request. We received this request in our **********, however, my new team member missed the prior note. The membership was cancelled with his June 11,2024 request but his request for a refund was not properly reviewed.

      I spoke to ****** on, June 20, 2024. I reviewed the account with him and assured him that we did have his request from February noted in his chart. He was advised that his membership has been cancelled and that we issued a refund for the payments that processed after his initial request. He was issued a refund for the payments processed on March 07, 2024, April 07, 2024, May 07,2024 and June 07, 2024. We also sent him an email confirmation with this information. He appreciated the follow up and resolution to his complaint. No further action was requested from the customer.


      Best Regards,
      *******************************
      Medical Discount Program Manager

    Nextcare Urgent Care is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.