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: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.
Date of Transaction: March 3rd 2023 Amount paid the business: $518 What business committed to provide: My mother in law has a injury on her right hand. We went to Nextcare at *********************************** *************************************. We waited in the waiting room for over an hour and asked them if they have X-Ray machine where they can take a look at the x-ray. They insisted us to wait and doctor will be ready soon. When the they admit us they just physically checked her injured finder and they said they will provide finger splint and refer us to a facility to take an x-ray. At the end, we end up paying $300 for seeing us and charge two splint $109 each, actual price over the counter is *** $10. Next day we decided to go to Banner Urgent Care, not even they took x-ray they also gave us a proper care that we actually needed and paid $150.After fair comparison, I realized i paid for a service that i didnt get at all. I called them multiple times to started to dispute. I called them multiple times: March 22 2023, they told me they started the dispute and i should hear from them soon. April 11 2023, I called them again and asked what have happened to dispute. They told me dispute is approved and their office should send a check. May 9 2023, Called again asked about the dispute. They said they send the check June 13 2023, Called again, they told me they told me the check has been send then over the phone i asked them which address they send and realized that they didn't enter the unit number of my house in the complex. June 29 2023, called and asked if they have received the check back so they can send it to me this time. On June 30 2023, agent ***** called and wanted to talk with us. Didn't have a chance to talk with her.July 24th, Called ***** ************** asked her what is going on. She told me the check has been sent on June 30th. Still not received the check Case #: ***********
Business Response
Date: 08/08/2023
I have sent this to the area ops manager and our accounts payable department to follow up on this refund. I sincerely apologize to the patient for the delay.
Sincerely,
******************* Patient Liaison

Customer Answer
Date: 08/16/2023
Hello,

I have received a call from Nextcare and they told me that they would return the payment to my creditcard. It has been a week and i still didn't see any dispute or returned funds on my creditcard account.

I am not sure if they are stalling with this dispute or something else is going on. Can you please check with area ops manager and get an update?

Thanks,
Business Response
Date: 08/16/2023
I will have billing follow up with patient. I apologize for the delay,

Sincerely,
*********************;
Patient Liaison

Customer Answer
Date: 08/22/2023

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 just saw an update on my bank statement that the refund was added on my account as of August 14th. We can close this ticket. Thank you for all the help on this.

Regards,

Orkan Kurtulus
Initial Complaint
Date:07/14/2023
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 visited Urgent Care in February 2022, everything was fine, claim was submitted to my insurance and paid. I went in for a follow up in November 2022. This time they did not submit to my insurance and refused to do so. I have now been sent to collections with my only option being pay it and hopefully you can get reimbursed. There were no changes to my insurance between February and November. I tried to call Urgent Care billing directly but hung up after I was on hold for 35 minutes.
Business Response
Date: 07/24/2023
Dear Sirs,
This will be reviewed by our billing supervisors and they will reach out to patient.
Sincerely,
*******************
Patient Liaison
Customer Answer
Date: 07/24/2023
I do not trust that they will reach out to me. I notified them multiple times that this needed to go through my insurance first and they never responded before I was just sent to collections.
Business Response
Date: 07/28/2023
patient was contacted the same day thank you.
Customer Answer
Date: 08/03/2023
Yes they contacted me but I received yet another letter from the collection agency. They need to recall it from the agency and file my insurance claim.
Initial Complaint
Date:07/06/2023
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.
I visited the location in *********** ** for a Covid test while on active duty military status. They informed me they accept Tricare and I would not have a bill. 6 months later they sent me a notification stating they were sending me to collections for an overdue ****. They do not answer their billing line.
Business Response
Date: 07/14/2023
Dear Sirs,
I will send this to our billing supervisors have them adjust off and inform pt, once completed. My apologies to the patient.
Sincerely,
******************* Patient Liaison
Initial Complaint
Date:07/06/2023
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 May 10, 2023 I presented to NextCare with an ear infection. I was prescribed a course of antibiotics and told that if I did not feel better after taking the antibiotic to return to NextCare. On May 30, 2023 I returned to NextCare having finished the course of antibiotic and still not feeling well. When P.A. ******* entered the exam room, she immediately scolded me for returning to NextCare -- as she was sure I had been told -- and not following up with a PCP. When I told her that I did not currently have a PCP she launched into a lecture. After that exchange she briefly looked into my ear; said she saw fluid; that it would take 2-6 weeks for the body to absorb the fluids; and sent me away. I received and paid a bill in the amount of $93.54. On June 10, 2023 I woke up knowing that something was seriously wrong and went to the emergency room where I was diagnosed with a ruptured eardrum caused by the pressure from the ongoing infection. I have already spent weeks recovering from the rupture and have been told by a doctor that it may take months to fully heal. Until full healing takes place, I am susceptible to another infection. In addition, the doctor I finally did see said that he suspected the failure of the first course of antibiotics to kill the bacteria was due to a lower dose than needed and that I wasn't on the antibiotic long enough to work. In my opinion -- based on my experience -- Nextcare practiced insurance fraud and malpractice. I would like to be reimbursed the $93.54 I paid NextCare for not providing any care and causing me damage. I'm now facing the possibility of permanent hearing loss due to NextCare's negligence. Needless to say, I will never go NextCare ever again.
Business Response
Date: 07/06/2023
We sincerely apologize to the patient for the negative experience and have requested a refund as a customer courtesy.
Sincerely,
******************* Patient Liaison
Customer Answer
Date: 07/06/2023

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:06/26/2023
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.
On 4/09/2023 I visited this clinic and they had me pay up front for services. My insurance covered the cost 100%. I then called and had them verify my insurance covered the cost 100% and ask for a refund of my original payment. They agreed that is what should happen. The person I spoke with said she would send the necessary info to the billing department so they could send me a refund via check. I have never received the refund and can no longer get thru to the billing department.
Business Response
Date: 06/27/2023
I have forwarded this to our billing supervisors they will review and reach out to patient.
Sincerely,
*********************;
Patient Liaison
Initial Complaint
Date:06/12/2023
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 4/12/23 I went to a NextCare facility in ****** ******** to get a strep test for a sore throat. I have insurance and could have chosen a different facility, but the NextCare urgent care was only a few blocks away. I was told the visit would be $100 dollars as covered by my insurance and paid this amount on the 12th. A month later I received a bill for an additional $98.77 because they are charging well above the average going rate for CPT code ***** - about $115 over what ******** will cover and well over what the average doctor charges. On the bill this CPT code is followed by my $100 payment and a payment by my insurance of $108.96, yet they are still charging me an additional $90. This seems like a pretty egregious case of hidden or inflated fees, because my insurance covers a standard rate for a ***** code. They also knew that they could not hide this in another billing code, since I went in for a strep test and not a checkup. NextCare could have charged me more at the time of the visit, but instead they tried to charge more to my insurance and silently pass this off to me afterwards. If I had known that they would tack on and additional $100 in excessive billing I would have driven the extra 15 minutes to go to an urgent care that bills at normal rates.
Business Response
Date: 06/13/2023
Dear Sirs,
I will forward this concern to our billing supervisors and they will reach out to patient. This may have been his deductible.
Sincerely,
******************* Patient Liaison
Initial Complaint
Date:05/30/2023
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.
Our insurance covers urgent care visits, both in and out of network, at 100%. There is no deductible and no copay. My husband took our daughter to Next Care on May 28, 2023, and was told the cost would be $120, then $140, then $200 because our deductible had not been met. I have attempted to contact the billing department but they do not answer their phones. ***** has instructed me to have them reverse the charge and have them bill the insurance for the claim, but without being able to speak to billing directly, I have few options. I contacted the local facility and told them to reverse the charge but it is still under review. I will be filing a dispute with our credit card company. Just outrageous conduct. They had our insurance info but did not verify proper coverage before attempting to extort that amount of money during the visit.
Business Response
Date: 05/30/2023
Dear ****,
I have turned this over to the billing supervisors along with the clinic manager and area operations manager they will review and reach out to the parent. I apologize for the inconvenience this may have caused and assure you it is taken seriously and will be addressed.
Sincerely,
*******************
Patient Liaison
Customer Answer
Date: 06/03/2023
I was informed that the charge would be reversed. It still appears on our credit card statement. I have filed a dispute with our bank. Unacceptable response. Do what you said you would do!
Initial Complaint
Date:05/19/2023
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.
I was seen by a Nextcare physician in October 2022. I have insurance so my bill should be settled by now right? Well I get a "seriously overdue" bill LAST MONTH at the end of April saying I owe $420.00. I CAN NOT reach ANYONE by phone and been trying for days. I mailed them a copy of my bill with a note explaining I do not owe anything that I have insurance. Gave my number and asked them to call me. No phone call, but instead I get a text from them saying this is the last reminder and I have 24 hours or they will send it to collections. I'm absolutely LIT at this point.
Business Response
Date: 05/22/2023
Dear Sirs,
I will send this to our billing supervisors and have them reach out to the patient. I apologize to the patient for the inconvenience.
Sincerely,
******************* Patient Liaison
Initial Complaint
Date:05/16/2023
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 scheduled an appointment for vaccines and titer tests required by a dental school I was accepted into. Upon arrival, I spoke with the front desk attendant (******), and the manager of the *************************** location as well. Both had stated my insurance would completely cover the titer tests taken on 04/13/23, and I would only owe the copays that my insurance requires. With this confirmation, I proceeded with the appointment. On 04/23/23, I received a bill in my email from LabCorp, the lab they used, stating I owe $430. My first attempt calling NextCare was unresolved. I spoke with a gentleman who stated he filed a report for me, and that he will get in contact with the manager at the *************************** location. I never heard anything back. I called again and spoke with a woman this time, and she said it is LabCorps responsibility, and that a complaint was never sent on my behalf. I went by the *************************** location and spoke with ****** again, who said she will resolve this with her manager. I advised her that I will contact my insurance as well. I never heard back from ****** or her manager. I called my insurance, who said it was NextCares fault, as they entered the wrong codes. To my understanding, it was coded under routine labs, and these were not routine labs. They were problem specific (titers), which my insurance covers. I stopped by the *************************** location again and spoke with the manager. She said many patients are having this problem, and that she will give me a call. That was three weeks ago, and I have yet to hear anything to-date (05/15/23). I keep receiving reminders to pay my bill with LabCorp and am now facing late charges. I would have never received treatment at this location if it wasnt confirmed, multiple times, that my insurance would cover the procedure.
Business Response
Date: 05/18/2023
Response from clinic manager...Good Morning,

I just wanted to let you know that I have spoke to lab corp and changed the dx code for that visit. ******** representative stated that it will take ***** days of processing. I have also called the patient and left a voice mail to contact me.

Sincerely,
******************* Patient Liaison
Initial Complaint
Date:04/25/2023
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.
I visited NextCare at ************************************************* this morning. I fell last night and am in a lot of pain. They did nothing to alleviate the pain and made it much worse. They splinted my wrist with a splint isolating my thumb, the one finger not hurting. And the splint pressed on the top of my hand causing a lot of pain. They also put an ace wrap so tight on my knee that as soon as I stood up the pain increased greatly. I tried to remove these and hobble back to my car (mom driving). I wasnt crying when I went in, but I was after. The receptionist ran out and tried to get me back. Mom went in and had to take the two painful unused splint bandages and pay for them. If Id been coherent I would have refused. I paid an initial $75 on my HSA card. Mom (***************************) paid an additional ****** on debit. Total of $202.03 for NOTHING BUT PAIN AND DISMISSAL. I view this as outright fraud. I am submitting this laying in bed with a neck holder for my phone. Im now just dealing with it myself and taking whatever I can find around to help with pain.
Business Response
Date: 04/27/2023
This has been reviewed by our medical director and discussed with provider we are sorry patient was unhappy with care but it has been determined that A thorough and appropriate evaluation and treatment were given to this patient and based on this information there is no reason to consider any refund.
Sincerely,
*********************;
Patient Liaison

Customer Answer
Date: 04/28/2023
If I received appropriate care, then what happened to first do know harm? I saw a PA, are they not required to take the same oaths as doctors like ******************? Is it normal to have patients leave broken down and in tears?

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Nextcare Urgent Care is NOT a BBB Accredited Business.