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Business Profile

Medical Doctor

Advanced Urgent Care of the Lower Keys

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Doctor.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/09/2023

    Type:Product Issues
    Status:
    Resolved
    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 Advanced Urgent Care's ********* location on February 22, 2023 immediately following a car accident to be checked for injury. I did not yet have a claim number and put the visit on my medical insurance, paying $105.11 copay. Shortly thereafter, ************************* paid in full for the office visit and x-ray and the Progressive Rep requested that my payment be refunded. I waited for a credit to my credit card which didnt appear on my subsequent statements. On June 9, I called the ****************** who assured me the credit had been requested. I called again July 5, July 19, July 22 and each time was assured a refund was in process. On August 2, I was told the refund was out of the Billing Depts hands because so much time had passed that Accounting needed to issue a check. The Billing clerk would not provide a name or phone number for Accounting for me to contact directly. I left a message for **** (who I was told was the Billing manager) to call me. She hasnt. On August 3, I sent an email via the company's website which indicated I would receive a response within 5 days. I have yet to receive a response. As of the date of this complaint, I have not received reimbursement. Not issuing a refund for an acknowledged overpayment is unethical business practice.

    Business Response

    Date: 08/10/2023

    Refund check #**** was issued to the address on record for ************ (a PO Box) on 8/4/23 via **** with ******************* originating from Miami-Dade county.

    Concurrent with check issuance ************ was notified via email is reponse to an email we received from the "Contact Us" page of our website. See attached PDF for a redacted copy of the email. It is possible that the email was flagged and segregated to **************** spam/junk folder which could explain why he indicates not being contacted.

    ************ has been asked to contact us if he does not receive the check this week. If that is the case we will issue another refund check via certified/tracked service.

     

     

     

    Customer Answer

    Date: 08/11/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I have not yet received the check and will let their office know if I don't receive it by next week.

    Sincerely,

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

Advanced Urgent Care of the Lower Keys is NOT a BBB Accredited Business.

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