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:04/08/2023

  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 went to urgent care on Weds for Covid related symptoms already knew I was positive. The doctor charged me ************************* to take some Tylenol. I ended up having to go to emergency room and found out that I had ear infections in both ears besides Covid. You doctor never examined anything on me. Money Hungry and Rip off when you try to get care. Will not be going back to any urgent care again. I would like to have my money back since he didnt treat me at all.

  Business Response

  Date: 04/26/2023

  Code has expired please resend.
  
   
  
  Thank you,

  Customer Answer

  Date: 04/26/2023

  I have not received a response from the business.

  Business Response

  Date: 04/27/2023

  I have our medical director to review  I will report back.

  Sincerely, 

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

  Patient Liaison

• Initial Complaint

  Date:04/04/2023

  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.

  Early 2023 I visited NextCare Urgent Care for an ear infection. Once the visit was completed I was informed at the desk that my insurance covered all of the costs, and I owe NextCare Urgent Care no money. Today, I received a bill in the mail for that visit from NextCare. I called once, waited on hold for *************************************************** I called again, waited 30 minutes again, and was connected with an agent. I briefly mentioned the hold times, and how this indicates that they are messing up with other customers as well, and that I have no reason to believe this was caused on my end. The agent starts condescendingly telling me "yes, we did tell you at the time that you didn't owe us any money, but your insurance did not cover the entire amount, so I don't know how you're going to handle that." So you admit that your employees told me incorrect information, but absolve all of that responsibility by pushing the buck to my insurance? No no no, that's not how this works. Your employee formed a verbal agreement between NextCare Urgent Care and myself that I did not owe you money. If your company messed up, that's your problem, not mine. This isn't the first time it's happened, and last time NextCare sent my invoice to an address I haven't lived at since I was 10, way earlier than my first visit to NextCare had ever been, and then hired a collections agency to call a phone number I've ************** my life (which is a huge violation of privacy for medical information, as they mailed to an address I've never had on their records). Last time I conceded that despite these errors I could pay, but this time I am pushing back hard. I am not responsible for what NextCare claims, that's the grand fact here. I will never be utilizing NextCare Urgent Care in the future, I refuse to be harassed and abused by a company that actively plays games like this.

  Business Response

  Date: 04/07/2023

  Hello, 

   

  I apologize for the negative experience for the patient. I will adjust off balance as a customer courtesy. 

  Sincerely, 

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

  Patient Liaison

   

• Initial Complaint

  Date:04/02/2023

  Type:Billing 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 a virtual visit with next care on 01/14/2023 for an adhd consultation which they don't do that type of care although the website directs me to them and it allowed me to book under adhd consult, the ** told me after connecting that i needed to contact my primary care provider. I was fine with that. Prior to appointment I had to give them my insurance info pics front and back of it etc. NextCare put in my Mother's information and her address added her name as the primary insurance holder and myself being her son with a charge of $205 for that visit and they mailed it to her home. I'm 36 years old, NEVER entered that information regarding my mother, my mother and I don't speak and she thought I was using her name fraudulently. Now her name is on the ****. I've called and filed a fraud claim with my insurance company and also with attorneys gen ******* How they got my mother's info is beyond me, I have ******** and I am the primary on my insurance so not sure how this happened. I've called and billing **** phone just keeps me on hold. I can't contact anyone. The bill itself has my personal information on it so a violation of HIPPA there and also the bill shows a *********** address with a PO box but no other info. An email I received on the date of appt shows an ****** ** address. I want this corrected and my mother's name removed immediately! I am extremely upset because Urgent Care would have had to look up that information somehow on my mother, and ******** should have covered those costs but that bill was out of CA not ** so there are many discrepancies going on here and very suspicious to me seeing other reviews of the same issue from this place! I want this taken care of immediately!

• Initial Complaint

  Date:03/28/2023

  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 a telehealth appointment on 03/26/23 with ***************************** PAC because I threw out my back. She had terrible people skills. Told me she was prescribing Valium as a muscle relaxant, along with a high dose of ibuprofen. She sent the prescription to a pharmacy that closed years ago. I was in excruciating pain. Called NextCare 800 number, waited 45 minutes to talk to someone. This person said she would fix it for me, then hung up on me. She didnt fix it. Called back, waited another 45 minutes, second person promised she would call the provider, fix the problem so I could get my medicine, and would call me right back. She never fixed it and never called back. I was crying on the phone with both customer service folks, I was in so much pain. I finally had a friend drive to a physical nextcare location, explain the situation, and they sent the prescription to a pharmacy they said was 24 hours. When my friend went to the pharmacy to get the meds, it was closed. The next day, my husband finally gets the medication and its the wrong prescription. The provider did not prescribe me Valium (as she indicated she would) but Flexeril, which I CANNOT take because it negatively interacts with other meds I am on. So now I am still in excruciating pain, thanks to the complete incompetence of nextcare providers and staff. And if I hadnt noticed the wrong prescription name on the bottle, I could have been at serious risk by taking the a medication I CANNOT take.

• Initial Complaint

  Date:03/23/2023

  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.

  Made an appointment for my granddaughter for a sore throat, at the *********** ( ******) area. She stands outside for 30 minutes. Doors locked and it was dark. Yet when I get online to check her in it said 4 people in front of her. Many other people came to the locked door too. I was on hold for 35 minutes on the phone nobody answered this number or the corporate phone

  Business Response

  Date: 03/24/2023

  Our sincerest apologies to the patient. There were issues at the clinic however patients should have been informed and this will be addressed. We also apologize for the inconvenience this has caused the patient.

  Sincerely, 

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

  Patient Liaison

• Initial Complaint

  Date:03/07/2023

  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 or about 1/12/22 I went to a Next Care ********** location at ********************************************************************, for a Covid 19 test. At the conclusion of my visit, I asked how much I owed them and was told, nothing for a Covid test. On or about 8/25/22 I received a bill for $61.19 from Next Care Urgent care, ***********************************************************************. I have never been to that location so I believed it was an error or some type of scam. If this was a legitimate bill, I did not understand why Nextcare Urgent Care would wait seven months to bill me?! Since I believed this was an error or scam I did not respond. This has since been turned over to Nemos Investigation and Collections LLC and has no doubt affected my credit rating for a measly $61.19. Although I did speak to **** from Nextcare, I certainly believe this needed to be handled better on the part of the billing department. From what I understand, there was some type of miscommunication between Nextcare and *************************** **** said that ***** rejected the claim, ***** indicated they did not have record of the claim. Nextcare needs to contact Nemos Collections, explain what happened and have me removed the collections list!

  Business Response

  Date: 03/15/2023

  Dear Sirs,

  I reviewed chart and this has been addressed with patient by our billing department. Patient paid and has a 0 balance. 

  Thank you, 

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

  Patient Liaison

• Initial Complaint

  Date:02/28/2023

  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 was seen January 8, 2023 for a work related injury. I dropped of workmans comp forms that are required by the ****** in order to ensure payment to the clinic. I have contacted, in person and via telephone, the clinic over a dozen times to have these documents signed by a doctor in order for the clinic to be paid. I have yet to recieve a call back or any resolution to this issue. I am requesting these documents to be returned to me, signed by a doctor so I can return to my human resources department.

  Business Response

  Date: 03/01/2023

  Dear sirs, 

  This has been turned over to our workers comp department and will be handled today with patient. 

  We apologize for the inconvenience to the patient.

   

  Sincerely, 

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

  Patient Liaison

• Initial Complaint

  Date:02/16/2023

  Type:Billing 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.

  So I was seen at Nextcare and I went in with symptoms of a UTI. They did a pelvic exam and said I could possibly have an STD, they said I have Pelvic Inflammatory Disease. I had lab work done and they said I would have my lab results in 3-5 days. They charged me $135 and I paid it. I called to get the results and never got them. I saw my gynecologist and they said I did not have Pelvic Inflammatory Disease. I called Nextcare and asked for a refund because they told me my lab results never arrived and the lab said they never got my specimen. I asked for a refund and told me I had to come in and get it and would not change the code in my file that was inaccurate. They should not have billed my insurance since they never really gave me my lab results. They are not willing to retract these things.

  Location:  ************************************************************ 65203

• Initial Complaint

  Date:01/25/2023

  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 1/25/2023 I went in with pain in my left abdominal area seeking a diagnosis as to the reason for my pain. I informed the staff that I had abdominal pain being the only reason for my visit but, rather than being told that they can't do a CT scan and that I would need to go to the ** they took me back to see the doctor. Why? I believe that I should have been informed that they can't diagnosis abdominal pain an should have been directed to go to the **. Nextcare charged me $183 for the visit.

  Business Response

  Date: 01/26/2023

  Dear sirs,

  I am sorry the patient was unhappy with his visit and understand his frustration, however our front office staff are not providers and are not to send patients away without being evaluated by a provider to determine treatment. Care was appropriate however as a one-time only customer courtesy will refund patient.

  Sincerely, 

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

   

   

   

  Customer Answer

  Date: 01/26/2023

  
  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.
  

   

  I also have increased my rating from 1 star on ****** and Yelp to 4 stars for Nextcare. I only wish that information could be more transparent when dealing with medical issues.

   

  I thank you for all the work you do at the BBB for us little guys.

  
  Regards,
  
  ***************************
  
   

  
  

• Initial Complaint

  Date:01/05/2023

  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.

  Charged me full price for the visit despite having insurance on file. 20ish days later, and 3-4 phone calls later, they acknowledge they over charged after receiving my insurance payout and are withholding my reimbursement for 3-4 weeks because theyre behind. They essentially stole money out of my bank account under the ***** that my insurance may not pay and are now reluctantly in the process of sending it back after what will be around 2 months of tying up MY money. All because theyre greedy b******* who would rather bankrupt people than file insurance paperwork as they should.

  Business Response

  Date: 01/06/2023

  Dear Sirs,

  I apologize for the error and the inconvenience this has caused the patient. I have forwarded to our billing supervisors and a refund is being generated and will be put back on his card. The clinic manager is also aware and will be addressing with her staff. 

  Sincerely, 

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

  Patient Liaison

  Customer Answer

  Date: 01/06/2023

  Id rather have a check at this point. It doesnt take 3-4 weeks to print a check and mail it as their representative claimed on a call.

  Business Response

  Date: 01/09/2023

  I am sorry patient is not happy with resolution however we understand the patient's frustration and have apologized and a refund if being expedited.

  Patient did request we be put ** out of business and that is not going to happen. 

  Thank you,

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

  Patient Liaison

  Customer Answer

  Date: 01/17/2023

  The refund was issued onto my card but that doesnt change their poor business practices and s***** attitude in their response. I dont accept the wording of their response. Totally unprofessional in every aspect of their operation.  Easy to see why the customer gets the shaft if their corporate response teams lack character, compassion, and common decency and sense as well. *** already left my review and will continue to warn people against this business until they are put out of business and Ill be sure that happens!