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:06/08/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 very sick while visiting my family in Arizona. Nextcare did not have any availability to book an appointment for a week. They did not help me but they took my information. Now I receive unsolicited text messages every month to book an appointment with Nextcare via their website. There is no way to unsubscribe. I contacted them 3 times but they do not respond. I am being spammed by an urgent care center that is not in my state. Please help me get all my data and contact information removed from this company. I do not want to be harassed or contacted by Nextcare.

• Initial Complaint

  Date:05/22/2024

  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 was seen twice by Next Care Urgent Care in ***********, **, and I receive bills from headquarters in **. The dates of service are 10/25/22 and 10/28/22. Although this was two years ago, I continue to receive bills to include threats that the bills will be turned over to collections. I have spent way too much time attempting to resolve this over the telephone with the billing office. I have provided a copy of the *** (Explanation of Benefits) twice. Thus shows that Next Care was paid, and I have been told that the payment may have accidently gone to something else while being assured that the matter would be resolved. Today I spoke with someone who stated they would need a cancelled check. I continue to receive the bill with threatening statements in regards to turning it over to collections. Since you have received the *** and conceded that sometimes payments from the insurance company are attributed by Next Care incorrectly, I want the bill zeroed out with a statement showing tat I do not owe anything sent to me. The current amount listed is $250. Because of this billing nightmare, I am seriously afraid to ever use this urgent care again. I sent in the *** again recently, so this should all be viewable in the notes. I requested a billing adjustment below, but I am not sure if that is the correct request or not because my insurance DID pay.

  Business Response

  Date: 05/28/2024

  This has been sent to our billing supervisors they will review and reach out to patient. I apologize for the inconvenience to the patient. 

   

  Thank you, 

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

• Initial Complaint

  Date:05/17/2024

  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.

  Service was rendered 12/27/22 in **. I have ******** and BCBS insurance. A bill was sent to me 11/10/23. I paid the bill, $22.60 11/12/23 and two days later was notified from BCBS that they had paid the bill. I contacted Nextcare 11/15/23 telling them of the over payment. Check hadn't cleared and placed a note on file. No reimbursement was made. Called 1/23/24 to tell them again. Told my check came and there was an over payment. Was told a check will be sent 2-3 weeks. Still no check. Called again 4/16/24. This time the rep said it was ridiculous and sending it to the supervisors. As of 5/17/24 I STILL have not received a reimbursement check.

  Business Response

  Date: 05/22/2024

  I have forwarded this to our billing supervisors to review and address. I apologize for the inconvenience to patient. 

  Sincerely, 

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

• Initial Complaint

  Date:05/09/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  Me and my minor daughter were seen at the Nextcare Urgent-care on 09/15/2023. We paid at the time of service, insurance processed the claim on 09/21/2023. Nextcare sent us a final bill dated 10/05/2023 for amount $255.04 (combined amount in one bill, enclosed) which was fully paid on 10/15/2023 (receipt enclosed, 2nd page of the bill). Now Nextcare has sent us for collections for $30 for which no bills were ever sent. To avoid any credit impact, we went ahead and paid the $30 today but this is immoral and unethical business practice. After we paid the final bill on 10/15/2023, Nextcare is inventing ways to collect more money by unfair means.

  Business Response

  Date: 05/13/2024

  I have sent patient concern to the clinic manager and also our billing supervisors to review. They will reach out to patient.  we apologize for any inconvenience patient. 

  Sincerely, 

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

  Customer Answer

  Date: 05/13/2024

  Thank you for your response. I will wait to be contacted by the business.

  Business Response

  Date: 05/15/2024

  You re welcome and I see it has been addressed. 

  Sincerely, 

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

  Customer Answer

  Date: 05/16/2024

  Thank you for reaching out to me twice over the phone and looking into your billing errors. At this moment I am not sure how this will be addressed. So I appreciate the business's initiatives but the response will be acceptable once granular details on the resolution is shared. Thanks again. 

• Initial Complaint

  Date:05/08/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  In April 2024 I called NextCare located ************************************************************** and inquired about TB blood test. I asked if the clinic provides such lab service and how much it cost. I was answered that the clinic does provide such testing (TB blood test) and it would cost $90. On the day of my appointment, I once again made sure that I only have to pay $90 for the test and was assured that it was the price for the service. A week later I receive a bill for $369.97 from another lab ******************* ******* that I did not go to nor was aware that my blood test would be performed by someone else rather than NextCare. When I called NextCare I was told that NextCare does not perform lab tests but sends them to Quest Diagnostics and that I now own them almost $400. They said NextCare chooses to use Quest Diagnostics for lab tests and quest Diagnostics charge patients. However, on NextCare website it specifically mentions in-clinic lab services and blood testing. I was not made aware that my blood sample would be processed somewhere else and that I would be responsible financially for it. I was deceived by NextCare into believing that they DO provide blood testing, important financial information was omitted and I was basically tricked into paying for services provided by a third party that I never went to. As for today, May 8th 2024, both NextCare and Quest Diagnostics are refusing to resolve this situation, telling me "call Quest Diagnostics" and "call NextCare". Additionally, the manager at NextCare located ************************************************************** called the whole situation a miscommunication, implying I did not understand how their clinic chooses to do their business. It was an insult in my face. We called the clinic again and inquired about the TB test and pricing at NextCare clinic to see if they now disclose the prices for third parties. They answered the same we perform tb blood test and it costs $90. They keep deceiving people.

  Business Response

  Date: 05/21/2024

  I will have this reviewed by the area ops manager and she will reach out to the patient. I apologize for the inconvenience. 

  Sincerely, 

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

   

  Customer Answer

  Date: 05/21/2024

  as of now I cannot accept this respone as a resolution of the matter.The branch manager failed to correct the bill, claiming that the bill charge is a result of "miscommunication". Looking for the bill to be cleared. 

  Business Response

  Date: 05/22/2024

  I am sorry however I talked to her and she will be reaching out to patient. 

  Customer Answer

  Date: 05/27/2024

  I am still waiting for the confirmation that the bill has been nulled 

• Initial Complaint

  Date:04/30/2024

  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 scheduled an appointment on 4/02/24 for an employment physical exam and a TB test. I was told that they no longer did TB X-ray test as the TB gold test was more accurate. I was told by *******************************, ** that the results would take 5-7 days. Both the physical exam and tb gold test were completed on 4/02/24. The employment form would not be signed until the tb results were received. On 4/11/24, I logged into the NextCare patient portal and saw that the results had been received since 4/04/24, but I never received a call from the clinic. I had to call the clinic 12 times before they answered. I was told that the physican would need to review the results and would call me back that day. There was not a call back.4/12/24 I called and spoke to the physician who advised me that I would need to go back in, repeat the tb gold test and if the results came back positive, they would then do a X-ray. I asked her why I had not received a call as soon as my results had bees received or why I was told that X-rays for TB were not offered when I called to schedule the appointment. The physician stated that she would have the director call me back.While I waited for this call back I went to a different Urgent Care and had all exams performed and results provided within the same day.The director, *****************************, called me back on 4/12/24 and I explained everything. She apologized and stated that she would use my experience to train her staff since incorrect information about testing had been provided. She acknowledged that the results were received on 4/04 but didnt know why the staff had not called me. She also stated that a refund would be issued within 2 weeks.On 4/26/24, The billing department stated that they did not have any request for a refund.Several people misinformed me about the services and they failed to contact me about positive TB results. If I had actually been infected with active TB, a lot of other people along with my family could have been infected.

  Business Response

  Date: 05/03/2024

  This was approved on 5.2.2024 patient will be refunded. We apologize for the negative experience and any inconvenience it caused.

  Sincerely, 

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

• Initial Complaint

  Date:04/25/2024

  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.

  arriving at the Med center in *********** @4pm on 3/8/24 I sat in the lobby for almost two hours waiting and only 4 people before me, then we find out their internet was down, and nobody seemed to know how to write... they were lost. When I finally did get in to see a nurse, I was told they wouldn't treat the swelling/drain the bubble on my ear for some reason about it might come back. She gave me antibiotics and told me I'd be fine. I ended up in the ** a week later, with the swelling twice that size and the ** doc very confused as to why they wouldn't drain it saying they need to get the fluid out for the antibiotics to stand any chance... so, another medical person sends a bill for not doing anything to help and only seeing me for approximately 5 minutes (and that's generous) but expecting $430 for me waiting and notgetting help

  Business Response

  Date: 04/29/2024

  Dear Sirs, 

  I have had our medical director review he is requesting the ** notes of procedure. Patient can email to me directly at *************************************************************************  

  Thank you, 

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

• Initial Complaint

  Date:04/24/2024

  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.

  In January 2024, I visited NextCare twice. The first was in person at a clinic, which was covered by insurance. The second was via telehealth, for which I paid $74.02 on 1/13/24. This was paid two days after the statement date. I have received statements monthly for the same charge that I already paid. Each time (three times now), I called their customer service and was told it would be fixed. I was told that the payment I made had been applied to the in-person visit that was covered by insurance, and they could change that so it covered the correct telehealth visit instead. The last call I made was on 4/17/24, and I was assured the problem would be fixed the next day. Instead, I received an email threatening collections. Each time, I asked for confirmation in writing, which I never received. As of today (4/27/24), there is still a balance due showing on the payment portal. The telehealth experience was terrible as well - I waited on hold for over an hour before being kicked off and told I was scheduled for the next available appointment, without specifying a date or time. The provider called me at 8am the next morning, when I was still asleep, acting clearly annoyed that I was not prepared, and spoke down to me the entire appointment. However, this was not related to the billing issue, and I received the prescription I needed, so this is not part of my complaint.

  Business Response

  Date: 04/25/2024

  I will send to our billing supervisors to review and reach out to patient.

  Thank you, 

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

   

• Initial Complaint

  Date:04/18/2024

  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.

  We have visited NextCare with my kids twice. Both times they collected incorrect co-pay amount upfront before filing insurance claim. The amounts were incorrect according to insurance company Explanation of Benefits statements, but the business is refusing the refund the difference.Visit 1:7/26/2023, BCBS claim ID: *****************, Amount billed: $446.00, Amount Owed: $33.88, Payment made: $34.86, Account: ************ Visit 2:9/8/2023, BCBS claim ID: *****************, Amount billed: $429.00, Amount Owed: $36.60, Payment made: $36.61, Account: ************

  Business Response

  Date: 04/19/2024

  We will adjust off as a customer courtesy,

  Thank you, 

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

  Customer Answer

  Date: 04/23/2024

  I will gladly accept the resolution as soon as I have my refund

  Business Response

  Date: 04/24/2024

  Refund is in process it should be received within the week. 

  Thank you, 

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

• Initial Complaint

  Date:04/08/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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 February 1st 2024 I went to nextcare urgent care for a UTI. I gave all of my insurance information and signed in as a new patient as I hadnt been since I was a minor. I didnt put any information on my account except for a phone number for my spouse as an emergency contact. I paid the $70 copay they said I needed before being seen. After I left a few days later I received another bill from them. I paid it. My spouse then received a bill subnaming me for the lab testing for $150. We paid that. Today April 7th 2024 my FATHER received a bill for my appointment for $40. I have no information listed for my father so they had to have gone into an old account with my name and taken information from there as they addressed it to him at a new apartment that I have never lived at so wouldnt be tied to my account in any way.

  Business Response

  Date: 04/09/2024

  this has been forwarded to the clinic manager and billing to address. They will reach out patient. 

  Thank you, 

  *********************;

  Patient Liaison

  Customer Answer

  Date: 04/13/2024

  Nothing has been reached out about or settled.

  Business Response

  Date: 04/15/2024

  the Guarantor has been updated and staff has been assigned HIPAA training. 

  Sincerely, 

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

  Customer Answer

  Date: 04/18/2024

  still demanding money and no action. **** be leaving the bill unpaid as I refuse to feed into fraud