Complaints

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

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Docs Urgent Care has 18 locations, listed below.

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  Docs Urgent Care

  200 E Main St Stratford, CT 06614-5114

• 

  Docs Urgent Care

  6 Stony Hill Rd Bethel, CT 06801-1053

• 

  Docs Urgent Care

  1 Padanaram Rd Danbury, CT 06811-4836

• 

  Docs Urgent Care

  141A Danbury Rd New Milford, CT 06776-3428

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  Docs Urgent Care

  832 Queen St Southington, CT 06489-1544

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:05/14/2025

  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.

  Business send me a bill a a few years after the appointment occurred in 2023. Contact was made with business however they didn’t give me clear answers. Never answers phone calls I have called various times over the last year. Early this year in January they send me an email about collections. Again I try to reach out with nothing. Eventually I catch them calling me and they said my insurance never covered it and that I didn’t give the my insurance. Although this is false. I then even called my insurance and they confirmed they covered the claim for that visit. When I got on the phone and told them they said again that it wasn’t covered and that I never gave them my insurance. I told them to check the personal information and they found it in the file. Then said I was FINE and clear. Next thing I know a few days later I am told I have the same 400+ dollar bill. I went in person again and they said I had to wait to be called and I haven’t heard anything. I feel there is no end so that’s why I am reporting.

• Initial Complaint

  Date:02/07/2025

  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 have been trying to get an itemized billing statement for a visit approximately one year ago. I have tried logging into their portal several times but the credentials given at the clinic do not work. I've called them many times, been told to leave a number to get a callback, left voicemail messages, and all I get are emails and texts with the amount due. I finally went back to the clinic last month to ask them for help. They looked at my bill and stated that I shouldn't have to pay anything since I have Medicare. They gave me two numbers to call and one of them actually was answered. The representative looked up my account and tried to tell me the reason for the bill. Unfortunately, I couldn't understand her so I asked for a paper copy to be mailed to me. One month later, no statement, no answers to calls, only more texts of payment due.
  Can you please help? Thanks.

  Customer Answer

  Date: 03/09/2025

  Hello, 

  Will wonders never cease?! On March 3, 2025, I received a call from DOCS MEDICAL under the guise of checking on my health. When I asked if this was about my bill, he "checked" and found my outstanding balance. I proceeded to tell him everything I had explained in my complaint to you. Within seconds I received an email with acces to the itemized bill. It turns out that it was because of a deductible I owed. I called my Medicare advantage plan who confirmed this.

  I want to thank the Better Business Bureau for your assistance in helping me resolve this very frustrating situation. Needless to say, I will not be going to any DOCS MEDICAL services again.

  Many thanks again! 

  ********* *********** 

• Initial Complaint

  Date:12/26/2024

  Type:Customer Service 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 visited docs urgent care in ********* on Sunday, December 22. There was no doctor on site so we had a telehealth visit. The doctors assistant used on site tech to take a look at my symptoms which was reviewed remotely by the doctor who diagnosed and prescribed medication. Later on that afternoon, when picking up the prescription prescriptions, I was informed by ********* that the medication would not be sufficient for my ailments. I was informed that I shouldn’t go back to the doctor to ask for another prescription. I was not able to contact them as they were after hours, but their remote assistant messaged back-and-forth with instructions on how to handle things the following day. When I returned to the urgent care facility during normal business hours, I spoke with both the doctor and the medical assistant who assured me that the Prescription would be sent in correctly this time. Fast-forward a few hours after waiting in line for 45 minutes at *********, I was informed that the prescription was never sent in, subsequent messaging with the doctors office showed that the doctor had forgot to submit the order. This is beyond disgusting and while I understand that this is an urgent care facility and these are for a lack of better term make pretend doctors this is medical malpractice. I would never recommend anyone visiting any of their care facilities and if you have no other choice, I would make sure to get a direct contact number for the doctor and verify the prescription they are submitting before you leave the office. I do plan on following up with an attorney and I hope those reading this will bear caution and avoid using their services.

• Initial Complaint

  Date:11/19/2024

  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 was seen by DOCS in **** ****** ** on 10/22/24 by Dr. K******. My insurance company (*****) still has yet to receive a bill. I have emailed, called, texted with the billing department begging them to refile the claim as I need it done by 11/30 to get my insuance premium incentive. DOCS is saying they are waiting for ***** to pay the claim, yet ***** never received it. I just need them to RESUBMIT it by 11/30/24. Why can't I get any emails back regarding my issue? No one can give me a straight answer.

• Initial Complaint

  Date:04/16/2024

  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 visited Docs Urgent Care of ******* *** on January 17th. I provided them with my health insurance information before I was looked at. They suggested an RSV and Strep test (both negative). After leaving, I started getting phone calls demanding payment. When I asked for a copy of the bill they either hung up the phone or promised it would show up in the mail. Fast forward to 4/15/24, and still no bill in the mail. I received a text message demanding payment of 296.10. I finally called the office, and they faxed me a copy of the bill. They charged my insurance company over 700 dollars for a strep and a flu test. The insurance company paid 395.43. Docs are still trying to collect 296.10 on top of that! Had they told me up front they were charging 5 times the normal rate for a strep test I would have gone elseware!

• Initial Complaint

  Date:01/04/2024

  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 took my child in today for a visit due to an illness and I was advised that due to his throat being sore there would be an upfront fee of 50$ for a strep throat test prior to seeing the doctor. I advised them I wasn’t willing to pay the fee they told me it was necessary prior to seeing the doctor. I told them I was willing to pay the 50$ copay but not the additional fee until speaking with the doctor first. They charged my card for $100 irregardless and once the doctor saw my son and DID NOT do a strep throat test as it was unnecessary I asked for a refund which they advised they couldn’t do but that “billing” would be sure to refund the amount. They refused to give me an itemized bill nor a confirmation for the refund. They also refused to run this charge through the insurance company which would’ve covered this 50$ charge which also seems corrupt and sneaky.

• Initial Complaint

  Date:11/28/2023

  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 went to DOC's for my daughter in December 2022. Last night I received a letter from a collections agency, when I called them today they had minimal information for me. DOCs has sent zero letters to my home, zero bills, had zero communication and even attempted to bill the wrong insurance. I have attempted to call DOCs however the billing department doesn't have a voicemail set up and noone answers the phone. I spoke with a receptionist who could not find who the bill was for, no one seems to have any information. I want to pay, but cannot get in touch with anyone to pay, I would have paid what I owed last year, or had them submit it to the CORRECT insurance last year, that has since changed. This is no way to run a business, zero bills, zero communication.

  Customer Answer

  Date: 12/05/2023

  I went into docs and was given some documentation.  I spoke to someone else in the main office via phone and they stated that they billed the wrong insurance. They said they attempted to call me to let me know but couldn't give me the phone number from which they called for me to cross reference with my phone records to show that no call was made or recieved. They will not take away collections until the correct insurance let's them what we are responsible for, which could take months.  Yet there is no definite amount I can pay as they don't know what I owe.   At this point they have us in collections because  they messed up.  I spent 3 hours between calls and waiting to speak to someone in person yesterday.  They acknowledged  this is their mistake and cannot send me or forward me and written communication i.e. bills as they don't have anything that was mailed out to me.  Any help in remedying  this asap before it impacts our credit is greatly appreciated.  

  *****

  Customer Answer

  Date: 12/05/2023

  I went into docs and was given some documentation.  I spoke to someone else in the main office via phone and they stated that they billed the wrong insurance. They said they attempted to call me to let me know but couldn't give me the phone number from which they called for me to cross reference with my phone records to show that no call was made or recieved. They will not take away collections until the correct insurance let's them what we are responsible for, which could take months.  Yet there is no definite amount I can pay as they don't know what I owe.   At this point they have us in collections because  they messed up.  I spent 3 hours between calls and waiting to speak to someone in person yesterday.  They acknowledged  this is their mistake and cannot send me or forward me and written communication i.e. bills as they don't have anything that was mailed out to me.  Any help in remedying  this asap before it impacts our credit is greatly appreciated.  

  *****

• Initial Complaint

  Date:11/01/2023

  Type:Customer Service 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 came to doc's urgent Care on ***** ****** in ********* *********** on Tuesday November 24th. I went and did an x-ray on Friday November 27th. They let me know the X-ray results will be in later that day seeing as I did it at 9:45 a.m. . I did not receive any results I came to the office because I had called three offices and all of them said they couldn't help me. So I have visited the doc's urgent Care on ***** ****** ********* 3 days in a row with a broken toe and no results. Every time I ask the same woman if she can help me she says it's not her fault. I don't know where the communication has gone wrong but I am literally calling everybody and nobody will give me my results. I feel like every break on my work days should not be wasted going here please help.

• Initial Complaint

  Date:09/06/2023

  Type:Customer Service 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.

  The responsibility of medical professionals with preoperative care is crucial in ensuring the safety and well-being of patients before they undergo surgery. The assessment and Eval was sent to a place where phones did not work, they did not return phone calls, or never received requisitions because DOCs said they sent it but never did. Part of it, as a first hand account, staff is young overworked and under trained. There is no direction. I watched as they misplaced, forgot, simply just got defensive when I pointed the fact. It was their primary responsibility!
  
  *** * has yet to finalize his portion of pre op my surgery is on the 10th. It needs to be done by midday tomorrow to enable my travel.
  
  
  Who is in charge? Docs not only has monopolized healthcare but has made their business locked no one answers for bad behavior. If this is happening to me and I understand the problem with human error, patient rights, hippa rights, and more ove the anarchy this organization represents. Then what happens with the many others that may be fooled by the fancy letters on their buildings making them look legitimate?
  
  Lord forbid we open our mouth! Yesterday they got defensive and bolted down instead of fixing the problem. I had **** send all records of any and all requests. If their incompetent staff or their bad behavior complicates my surgery this is a criminal act.
  
  If Docs offers services for humans but has no coordination, no professionalism, no follow through, no commitment. Then why are they in business. Why do they have a license in this state.
  
  Health care is serious matter. I want my paperwork set over for my surgery asap.

• Initial Complaint

  Date:06/26/2023

  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 paid a co pay for service at time of visit
  They are chasing me for a copay I already paid. I explained several times over the phone and sent emails.
  
  
  
  Invoice ******