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:02/07/2025

  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 the office on July 2, 2024. I paid them 5 dollars which was my copay. I did not sign anything or give them permission to keep my card on file or to use it in the future. My insurance covered the visit so I wasn't liable for anything after my copay. In November of 2024 I noticed a ****** charge from the office. I was charged that without explanation, without my permission or knowledge. I've sent them messages and have tried to contact them, but they refuse to respond. They recently charged me yet again without any explanation, without my permission or knowledge in January of 2025. I don't see how it's possible or legal for a company to just continuously take money from my account without my permission. I simply want my card removed from their system and for them to give me back the money they stole.

  Business Response

  Date: 02/24/2025

  Good Morning,
  After reviewing Ms. ******** complaint, she should not have been charged $124.00 on 11/2/2024 or $5.00 on 2/2/2025.  I have refunded the $129.00 to the card that was originally charged.  As to Ms. ******** other complaints, see below.

  1 - Ms. ****** agreed to put her card on file when she was seen at our urgent care on 7/2/2024.  I have included her intake paperwork, including her signed copy agreeing to save her card on file.

  2 - ********************** did not cover her visit.  I have included the Explanation of Benefits from **************** stating that the patient has another insurance plan.  Ms. ****** provided Peach State but her claim was incorrectly billed to traditional ****************, who denied the visit, and ultimately why Ms. ****** was charged.  I have corrected her insurance and refiled her claim to Peach State.

  3 - Ms. ****** messages were not ignored.  On 2/2/2025 Ms. ****** called our office and left a voicemail.  On 2/3/2025 she messaged our office requesting an itemized statement.  That itemized statement was provided to Ms. ****** by a member of our team.  I have attached that communication with ****************************** we did communicate with Ms. ****** that her card was going to be charged and for how much each time.  We text all of our patients their balances and let them know when we're going to charge their card as well as how they can make other payment arrangements.  I have also included this communication with Ms. ****** for your reference.

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22892503
  
  I am rejecting this response because: As of 2/26/25, a refund is not showing in my account and I did not authorize for them to charge my card without my permission. They can't legally be allowed to just charge people's cards without their knowledge or authorization. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 03/05/2025

  The attached screenshot shows the refund was processed on 2/24/25 to the **** ending in 6899.  Refunds can take up to 5 business days to show back up in the account.  This refund should now be in ***************** account.  Additionally, I've attached the Terms & Conditions that Ms. ****** agreed to when being seen at our urgent care.  On page 6 of the document, the 2nd page of the terms and conditions, under the "Payment and Credit Card Authorization" section, this outlines that Ms. ****** agreed to place her card on file for the company to charge in the event ********************** left anything to her responsibility beyond what she paid at the time of service.