Complaints

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:07/26/2023

  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 televisit with Get Well Urgent Care in Merced in December, 2023. I was told by the receptionist that I needed to pay my $40 copay plus part of my deductible. For a phone visit?! I was very sick and didn't argue although I figured it was wrong, and I paid what they had asked. After several months of questioning this with Get Well and asking for my money back, I only got the run around from their service department. I was told it was ***** at the clinic who had to authorize a refund. The clinic told me it was their billing department I needed to contact and back and forth. I filed a complaint with my insurance company who investigated and determined that Get Well owes me $105. On July 12, 2023, my insurance provider was told by Get Well that they were processing my refund. After my insurance informed me of this, I called Get Well's ###-###-#### service department and was told again, the clinic had to give me my refund. So I called the clinic again, spoke with manager ***** who told me they were 'looking into it' and would process it soon. This was 8 days ago, and still no refund has been issued. They are just giving me the run around yet again, after lying to my insurance company stating they were processing my refund. It in no way, should take this long. After reading BBB complaints and google reviews, I can see that they frequently over charge and do not issue refunds. This clinic should not be in business. If they can't be honest about charges, they can't be trusted with anyone's health. Please help me get my refund.

• Initial Complaint

  Date:06/17/2023

  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 January 15 2023 my son was a patient in this clinic in Merced, Ca
  He was told he had to pay $65 for the visit. He didn't know any berltter so he paid. He contacted me after making the transaction and I told him no he shouldn't have to pay and just like my visit there 8 weeks earlier we should get a bill to pay online after insurance claim was processes and explanation of benefits was provided. I love 7 hours away so I contacted the clinic myself and tried to explain this to the clinic employee. They argues so I said fine please refund him his money as he is a college student there with no spare mo ey and I would take care of the transaction with my FSA. I was told no I couldn't do that 1and I would have to call back at a later date to see if I could because she didn't want to get in trouble. I called back about 2 weeks later and was told yes there was no problem doing this and my payment was processed. Now there is a duplicate charge of $65 on his account. I asked for his refund to be processed immediately and if they could get that stated. I was told yes we will leave that to the clinic owner.
  Several weeks later out onsurance claim came back and we were overcharged as I had informed from the beginning. When u came again to the clinic the clinic manager ***** stated that she would make sure this gets to the right person. I had also informed her that we have still not been issued any refunds. I have been given the run around and directed to a billing office that office rep stated that yes I am owerld a refund of $100 but they do t do refunds the clinic does and to contact the clinic. On 6/16 I contacted the clinic and they said they don't do refunds and sent me back to the billing office. It has been 5 months and still nothing has been resolved. No follow up c alls pr updates just passing me to the next person. We are demanding our refund immediately as this is now seen as theft.

  Business Response

  Date: 06/19/2023

  Hi To Whom it may concern,

  We saw this patient and he used his card for the visit as he was the patient that was walking in. We received a call from his mom to cancel the card he used and use her card instead as it is HSA. We don't do exchange cards as a policy, but understood the situation and tried to accommodate in this situation. However, we are unable to complete this refund on card #**** in the amount of $65 for date of service 01/31/23 due to outstanding dispute that the patient has filed with their credit card . To resolve this issue the patient needs to contact their credit card company.

  Thank you

  Regards

  GetWell Urgent Care

  Customer Answer

  Date: 06/21/2023

   I am rejecting this response because: per Chase Bank the credit card ending in ****. Chase Bank denied the dispute filed due to Getwell Urgent Care denying the charge back stating that this was a legitimate transaction and we were not due a refund. Mind you we did a charge back after months of no response due to the pending refund. The actual clinic has made no attempt to reach me or return my calls until today 6/21.  The charge back was reversed several days ago and as you can see is reposted as of1 6/16 in the amount of $65. My FSA also has still not been issued a refund. If the refund needs to be issued in the form of a check then so be it but I do expect my full refund processed. Immedietly.
  
  
  
  

• Initial Complaint

  Date:03/24/2023

  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.

  I was over charged my copay for my daughters visit in December, and still till thsi day 3 months later have yet to receive my refund. I have called the office numerous times and always get told person in charge is out of the office or in a meeting. I have left several emails with no response.

  Business Response

  Date: 04/07/2023

  Hi Ms. *******

  We received a letter from BBB in regards to a member complaint, however the patient listed is *****, **** and she has bad debt on her account at this moment. We have also tried contacting the patient however are unable to contact her. Please let us know more details so we can resolve it. 

  ID-********

  Thank you

  Sincerely

  **** *****