Business Profile

Urgent Care Clinic

Nextcare Urgent Care

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

105 total complaints in the last 3 years.
29 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:12/07/2023
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 visited the Nextcare Urgent Care on ***********************. Prior to my visit I provided my insurance. I provided my insurance when I arrived. I then provided my insurance again before leaving the facility. I later learned that the company never filed my claim, despite telling me that they did when asked.
Initial Complaint
Date:11/16/2023
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 10-31-23 I went to ***************************************************** Ste. 150 ******* ** and paid cash to see a doctor. I didn't have any other tests. No reason to have a balance after paying. I asked how much I should pay up front...There is no billing to my insurance, so why would I get a surprise bill??
Business Response
Date: 11/20/2023
Dear Sirs,
I have sent to our billing supervisors to review and reach out to patient. Thank you

Sincerely,
******************* Patient Liaison
Initial Complaint
Date:11/10/2023
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 received services from NextCare once in 2023 and paid the bill I received from Nextcare on July 20, 2023 in the amount of $72.29 but kept receiving bills, each time I would return the bill along with my receipt showing payment in full and the portion of my bank statement showing the money had been removed from my account. I've even sent this information to the customer service e-mail posted on their corporate website but continued to receive bills. Now they've sent my account to a collection agency which threatens the health of my credit rating. Attached here are: **** from collection agency Bill from Nextcare Receipt for payment in July Portion of bank statement showing the money was withdrawn from my account in July
Business Response
Date: 11/20/2023
Dear Sirs,

I am sending this to our billing supervisors to review and reach out to patient. I apologize for the inconvenience.

Thank you,
******************* Patient Liaison
Initial Complaint
Date:10/23/2023
Type:Service or Repair 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 had an office visit on 10/1 that according to my insurance is covered 100% for the office visit itself. On day of service I paid ***** per the phone call from Nextcare. On 10/1 they adjusted insurance by *******. for the contractual rate. On 10/13 they added it back. I called the billing department at Nextcare when I received the statement saying Due upon Receipt. I explained to ******* that my virtual visit should be covered 100%. She said don't pay the bill as it's not in collections yet. According to my insurance a claim hasn't been filed. I verified my insurance with Nextcare and they said they have it. So now this bill is requesting ****** and they haven't billed my insurance yet. I have reached out to Nextcare but no response. They should not have sent me a bill prior to an EOB not being received.
Initial Complaint
Date:10/07/2023
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.
On 10-7-2023 I went in at 9 AM for my sons ingrown nail. Before I arrived I asked if an ingrown mail could be treated and removed and they said yes. When I got there they checked me in and took my $45. We went in to the room took my sons vitals and then they provided came in and looked at the toes and said she cant treat them there and referred us to a podiatrist. Why was this information not told to us before we paid for the service. They were rude and unprofessional and just took my money. I am requesting a refund.
Business Response
Date: 10/09/2023
Dear Sirs,
Chart was reviewed patient was evaluated and prescribed medication until he can get in with specialist. No refund is warranted.
Sincerely,
*********************;
Patient Liaison
Customer Answer
Date: 10/09/2023
The provider said it could not be treated and stated she could not take out the ingrown toenails mail. She provided antibiotic because there might be an infection. I did not use the antibiotic and it was rejected at the pharmacy. Nothing was done and I am requesting full refund.
Business Response
Date: 10/10/2023
Not all providers will remove a toenail however patient was evaluated and antibiotics prescribed to help patient until they see specialist a service was provided no refund is warranted.
Sincerely,
******************* Patient Liaison
Initial Complaint
Date:09/12/2023
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 got treatment at NextCare Urgent Care, *************************************************************** for severe cough. This was on 9-08-2023 at 5 pm. They refer me for an x-ray and sent my cough suppressant prescription at my pharmacy. I took the x-ray the next day as all the walkin's for x-rays were closed by then. I called them after x-ray was taken and then they told me that the Doctor will review the x-ray and someone will call after some time.I have been waiting since then for their call and it has been more than 36 hours since I called them. When I am trying to call them it is on hold for hours. I am still having cough and nervous what my x-ray report says, but these heartless people don't care for anyone, but for money. No reply or call till now.
Business Response
Date: 09/13/2023
I apologize to the patient we had some computer issues I am sending this concern to the clinic manager and have her review and have someone reach out.
Sincerely,
******************* Patient Liaison
Initial Complaint
Date:09/06/2023
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.
The doctor was awful and couldnt of been more useless, but this is about billing.we are from ********* and were going through ****** on a trip and we all became sick. I took my 2 children to the urgent care and called to make sure about insurance first. They accepted mine, but not my childrens for being out of state and told us that it would have to be cash and it would be the sole bill if it was a ***** test. We went there and waited and waited while daughter is throwing up and then were giving the ***** test and not prescribed anything other than anti-nausea meds for my daughter as she seemed to be an annoyance to the doctor. We left and stayed sick and have now received emails saying we signed one of our children up for a monthly charge, which never happened. We called immediately to cancel and to ask about another notice we were receiving by email about a bill that shouldnt be. They promised to take care of the monthly charge immediately and assured us we wouldnt be charged and we would receive an email with cancellation and would make sure the whatever bill was taken care of. We received an email saying it couldnt be cancelled due to some reason and then were charged that same day and after the charge we were canceled for something we never even signed up for. We are still receiving a bill from them that we cant even see because we refuse to sign up for their service and these only come in email forms so we have no clue what they are even trying to pull right now. The woman we initially complained to simply said she would make sure it was taken care of and put in complaint about doctor and cancel the monthly charge and we wouldnt be billed. It seems all were incorrect. It looks like they are continually pulling this type of behavior and are an absolute waste of doctors as they didnt do anything but falsely charge. We want whatever this bill is taken care of as it should of been in the first place and on record that they are signing people up for monthly fees without permission and trying to charge over bills for something that was stated it would no more than what we paid in office.
Business Response
Date: 09/07/2023
Dear Sirs,
I have reached out to ****************** he was extremely pleasant I addressed his concerns I believe he is happy with the resolution.
Sincerely,
******************* Patient Liaison
Customer Answer
Date: 09/07/2023

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.
My wife and I were very happy with ******. She was genuine I feel and said she would address all matters. We appreciate someone from their company taking the time to listen and actively taking care of all issues. Thank you to both sides for getting this resolved.

Regards,

***********************
Initial Complaint
Date:08/19/2023
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.
Daughter was seen after an auto accident. Provider did not document entire issues and did not recommend follow up. 1 week later my daughter could barely walk and was in excruciating pain. Had her go immediately to a "real" Doctor and she has been in treatment since. Have called NextCare 5 times waiting for over 30 minutes each time. Left 5 messaged for *********************, the ONLY person that supposedly handles complaints. Never have been contacted. Now my attorney is getting involved.
Business Response
Date: 08/21/2023
Dear Sirs,
Our area operations leader had reached out to patient and mother informing them if they feel the chart is not correct they will need to send a request to our compliance department at ************************************* to have reviewed. they can include any outside doctor notes with request. Also our form requestomg a correction was sent which they can use or email compliance directly.
Thank you,
*********************;
Patient Liaison

Customer Answer
Date: 08/21/2023
******************* has NEVER reached out to me or my daughter. And I confirmed that with my daughter today. I just left her another message. In addition I have emailed compliance and NO RESPONSE
Business Response
Date: 08/22/2023
Our operations manager called and is handling this. it can take 30 days for compliance to respond.
Sincerely,
******************* Patient Liaison
Customer Answer
Date: 08/24/2023
This woman keep lying. No one has called. Ever. And as many times as I have called, ********************* is the one who deals with complaints. Yet she has never called me. I will be taking this further. No business should be able to function like this. And to have a supposed complaint specialist be this incompetent needs to be reported
Initial Complaint
Date:08/14/2023
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 was seen on 3/30/23 by a *** at NextCare location in ***********, ******** for a minor cough that had been persistent. They made me wait for well over an hour and the doctor told me it was a viral illness after barely listening to my lungs. My medical bill reads ***** - Offic/outpt E&m New Mod-hi 45 which I know from working in healthcare that means that the *** was billing for a 45 minute visit which is not okay considering he only saw me for <5 minutes. They didn't even attempt to file to my insurance leaving me with a $175 bill on top of the copay. I tried to call customer service/billing department multiple times, but they do not answer. If they attempted to file with my insurance my bill shouldn't be that high. Upcoding is health care fraud. My account number is ****************.
Business Response
Date: 08/14/2023
I have sent to our billing department our area operations leader this will be reviewed and addressed with patient.

Thank youi,
*********************;
Patient Liaison
Customer Answer
Date: 08/14/2023

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:08/04/2023
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.
On Monday, July 24, 2023, I went to NextCare Urgent Care located at: ******************************************************************************. The lady at the desk asked for my license and my debit card and she held on to it. There was another customer there whose last name was the same as mine and his first name started with a J as well. As she was checking him out, she gave him my debit card and the way I knew this was because he turned around and gave it back to ******** saw the card in his hand as he looked at it). That prompted me to check my transaction and sure enough , she charged my debit card for him. Had he not been an honest person, I would not have gotten my debit card back due to the carelessness of an incompetent individual. After I saw this happen, I went up to the desk and told her about the transition and she said that shes fix it. I checked my transaction a few days after and its still there. A week after and its still there. Til this day, its still there. I have left a review about this and did what the person that responded (****************, clinic manager) told me to do, which was to send an email to ********************************* (Patient Liaison). I have called and left several messages for the Patient *******, who I have learned her name is ******. This has not been resolved and I am very upset. There are so many things wrong with this situation and I am looking for my money back asap. I tried not to take this to the BBB, but NextCare left me with no choice. Theyre really horrible all around because the doctor ***** attentive or helpful either!
Business Response
Date: 08/07/2023
I have sent this concern to the area operations leader to review and respond.
Thank you,
*********************;
Patient Liaison
Customer Answer
Date: 08/07/2023
We will move forward with the BBB compliant until this is resolved.
Business Response
Date: 08/08/2023
NextCare submitted a refund request today for the $35.00 that was accidently posted.
Customer Answer
Date: 08/10/2023
we will wait until it actually posts due to my bank account to avoid any further issues.

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Nextcare Urgent Care is NOT a BBB Accredited Business.