Complaints

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

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  Sterling Idaho Urgent Care

  740 S Woodruff Ave Idaho Falls, ID 83401-5285

• 

  Sterling Idaho Urgent Care

  2761 Commercial Way Rock Springs, WY 82901-4753

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:05/05/2025

  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 went in to the sterling urgent care in lewiston idaho I paid 140$ which was the fee to be seen without insurance. While sitting in the waiting room I decided I did not want to be seen there so I went up to the counter and she told me I would be refunded. It has been 2 weeks now and i still have not received a refund, but the amount cleared my bank account. I have called them numerous times no one calls me back, no one will give me a manager's name to speak to, no one will work with me to get my refund back. They are holding onto money that is not theirs. I have not been seen by any provider in their facility. I just want a refund.

  Business Response

  Date: 05/06/2025

  Hi ******,

  After reviewing your records, it has been confirmed that you had a telephone consultation with our provider, ****** *************, on April 26, 2025. During this call, two medications were prescribed, and you were advised to return to the clinic if your symptoms persisted. This phone consultation incurs a charge of $49, which was deducted from your $140 payment. Accordingly, a refund of $91 has been issued to the card ending in #****.

  Thanks

  Sterling Billing Department

• Initial Complaint

  Date:01/17/2025

  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.

  My underage child was treated without parental permission. For a non emergency issue. The doctor pushed on her stomach said there is nothing they could do. And I just received a bill for $253.16 I did not agree to treatment and I should not be responsible for the bill. And they should not be doing procedures on minors without perental consent. I tried to talk to them about the issue but they just blew me off and told me I am responsible for payment.

  Business Response

  Date: 01/20/2025

  Hello,

  The patient visited our clinic on 12/03/2024, accompanied by Ms. ****** ********. The child presented with stomach pain. Prior to treating the patient, our provider documented that a phone call was made to Mr. *** *****, who provided verbal consent for treatment and confirmed that ****** ******** is the child's aunt. The attached progress note, which includes the consent, has been provided; therefore, the balance remains valid.

  Sterling Billing Department

• Initial Complaint

  Date:01/09/2025

  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 was sent to collections for a medical bill that my employer was supposed to pay for, with no knowledge of this bill until I received the collections notice in the mail. I recently received a bill from ************************ informing me I owe $57 to Sterling Urgent Care. I called Sterling to confirm what the bill was for. They told me it was for a drug test. I have not been to this location for a drug test since 2023 as part of a pre-employment screening. The screening was to be paid for by the hiring company, not me. This facility is notorious for sending patients to debt collections without properly billing the patient/hiring company first. I asked Sterling to connect me to their billing department and I was assured I would receive a call back. No call ever came. Account number is ********. The creditor's account number is *************. ***********************: ******************************************************************* **********, **, *****, ************. I'd like a billing adjustment, and if possible, an explanation and apology from Sterling Urgent Care.

  Business Response

  Date: 01/10/2025

  Hello ******,

  Thank you for your feedback, and we sincerely apologize for the experience you encountered at our clinic. After reviewing your case, we have corrected your account and removed it from collections, indicating it was placed there in error.

  During your visits, you had authorization from First Advantage, the *** responsible for covering the balance of your pre-employment evaluation. However, please note that we do not have a contract with First Advantage, which resulted in billing you for the portions they did not cover. Moving forward, please be advised that we only accept escreen for employment testing services.

  Thanks

  Sterling Billing Department

  Customer Answer

  Date: 01/10/2025

   
  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 would however like to advise Sterling Urgent Care that the hiring company's contract/network with them makes no difference. The proper course of action for Sterling to take would be to reach out to me or the hiring company at that time to correct the issue, not wait until more than a year later before then sending the bill to collections with no further clarification.

  I thank the BBB for their guidance in this matter. Thank you for what you do for the people.

  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:01/07/2025

  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.

  I visited Sterling 2 ******** account was incorrectly processed. I received a copay bill and called to straighten it out. I was told that they were investigating and would resubmit the claim.I received another bill for the second visit with the same problem. I called again multiple times and eventually spoke with the Billing Manager, **** ******* who insisted that it was billed correctly. I explained in detail that it cannot be right as they said they got a payment from my Advantage Plan,which I don't have. He had all the card images showing that I have ******** and a Supplemental plan, but still insisted that I had an Advantage plan as that is what his system reflects. He also said that they had followed up with ******** and everything was correct. I called ******** and there was no claim in their system and that I only had a Supplemental plan attached my account so obviously no investigation was done. Even my name was wrong on my initial bill.I called Unitedhealthcare who called Sterling to tell them that I do not have an Advantage plan and help them correctly submit the claim. Sterling still refused to simply resubmit the claim. After at least 15 calls to Sterling a woman named ******** called me back and she actually researched the claim and told me that she agreed that it was incorrect and promised to fix it. Eventually, the second claim went through correctly. I am still getting bills for the first date of service and have been sent to a collection agency even though they know the claim was handled incorrectly. I want them to immediately remove me from Collections and to correctly process the claim. I have called them multiple times (around 10 times in the last 2 weeks) and am sent to voicemail and no one calls back so I cannot get it resolved. They have ignored the fact that this claim is in dispute and have left it in Collections. I have no idea where the money they claim they collected came from as ******** nor *** have any claims from Sterling

  Business Response

  Date: 01/20/2025

  Hello ****,

  Yes, that is correct. ******** has resubmitted your claims to your ******************* and as of 1/14/25, your account has been removed from collections after she updated the details of your visit.

  
  To provide further clarification: when you checked in, you presented both your ******** card and your UHC supplemental card. Upon review, your claim was initially submitted to ********, which then forwarded it to your UHC plan. Resulting in  UHC processing the claim as primary. This may have occurred for various reasons, but it could indicate that you need to complete a coordination of benefits with ******** and UHC to confirm which insurance carrier should be primary.

  Thanks

  Sterling Billing Department.

  Customer Answer

  Date: 01/20/2025

   
  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 although the process was not. 

  I would like the following response to their insinuation that this is somehow my fault included in my complaint and forwarded to Sterling.

  I am glad this issue is resolved. However, your excuses are not acceptable. Besides the ridiculous time I spent trying to contact Sterling, I spent hours on the phone with ********* UHC Supplemental and UHC Advantage divisions.  None of them have any record of this claim on file.  As a matter of fact a *** from *** contacted your billing department (**** *******, I think) to explain to them that there was no record in the system and that they should simply resubmit this claim.  

  The solution was so simple, but no one wanted to be bothered with the extra work it would take to do this until ******** finally stepped in and did some actual investigation. The fact that this dragged out for well over 3 months and I attempted to call Sterling no less than 20 times in December and January and no one would call back.  You sent my bill to a debt collector although Sterling was aware that the claim was simply processed incorrectly. I am not sure what I could have done on my side to expedite the process.  I have had the same coverage for the past 7 years and this claim is the only one that was processed incorrectly resulting in a copay to me both prior and after my visit to Sterling.  

  ******** has no other plan associated with me.  I went down this path in October so how they would have forwarded it to UHC and how UHC would processed it under a plan that I do not have is very unlikely.  I was basically told (when I actually was able to speak to someone) that me, UHC Supplemental, UHC Advantage and the US government were all wrong and that your little system was the accurate one.  

  I am happy to close this matter, but Sterling needs to understand what your "Customer Journey" is.  Your billing group needs some serious training in customer relations. I would have simply preferred a note that it was ***rocessed and sorry for the inconvenience. 

  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:01/06/2025

  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.

  Received a text message from Sterling Urgent Care on January 4- 2025 that I owed $200.00 from December of 2023. We have gone to Sterling Urgent Care for quite sometime and we always pay our bill when billed. Now we have been there several times sence December of 2023 and payed our bills so why all of the sudden did we get a bill out of the clear blue saying we owe $200.00. for a service provided in December of 2023. Nothing in the text explaining any service provided just that I owe $200.00. Would surely appreciate your help in resolving this. Thank You.

  Business Response

  Date: 01/06/2025

  Hello ******,

  Upon reviewing your claim from December 23, it was noted that we received your Explanation of Benefits (EOB) from ******** on January 10, 2024. The *** indicated that you had another primary insurance policy. ******** automatically forwards claims if you have provided them with coordination of benefits information, so this claim was sent to *****************************

  
  After a few months without receiving payment, we contacted ***************. On June 24, 2024, they informed us the claim was not on file. We then confirmed the correct payer mailing address and were advised by their representative to submit the claim via fax or mail. The representative provided the following details: mailing address ******************************************************************************* Payer ID *****, and fax number **************.

  
  Following their instructions, I submitted the paper claim along with the ******** EOB via fax and placed the claim in our pending insurance work bucket. After allowing sufficient time for claim processing, we still had not received payment from ***************. On October 1, 2024, we contacted them again. However, they were unable to provide any claim or payment details over the phone.

  
  At this point, the claim was transferred to your responsibility. It is likely that *************** sent you the *** and the payment intended for us. If you have this payment details, please supply to us and we can post to your account. If not, the balance stands in your responsibility. 

  Thanks

  Sterling Medical's Billing department

• Initial Complaint

  Date:11/07/2024

  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.

  They called me twice today leaving voicemail that I owed them $500. I have two insurances and they were given both at the time of service. When I returned the call I got an AI (which is annoying) that told me I had a zero balance. I requested a human and was sent to voicemail. I called back and eventually got a receptionist who again said I had a zero balance but they were waiting on payment from my insurance carriers. She also attempted to transfer me to billing, but again it went to voicemail. If I have zero balance why are they leaving me voicemails indicating that I owe them $500 that has clearly been submitted to my insurance. It appears they are trying to double-dip. Also their website has no way to contact anyone or complain.

• Initial Complaint

  Date:09/10/2024

  Type:Order Issues
  Status:

  UnresolvedMore 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 June 19, 2024, I took my grandson to Sterling Medical in ******, ID for ********************** treatment. He was visiting from out of state. We contacted his insurance prior to going for medical assistance and was told he had coverage at urgent care in out of state locations. We gave Sterling his insurance information and they indicated they would file claims. Since then they have refused to file insurance claims after phone contacts and letters by insurance company. Sterling is sending this to collections for non-payment. The insurance company indicated a there was a technicality that they were working through with Sterling to get the documents. Now they are telling me that Sterling is just not working with them to provide information and process the claim. Im not sure what you can do but Im hoping you are a resource for encouraging Sterling Medical to work through this insurance issue, provide the documentation and allow the insurance to process and pay the claim.

  Business Response

  Date: 09/12/2024

  Hello Jodie,
  It seems there is some misunderstanding regarding your grandson's claim and our practice. The information from your insurance that we wouldn't submit is incorrect. We have, in fact, submitted the claim twice, it was originally rejected by the payer when we attempted to submit the claim electronically. The electronic submission was on 8/27/2024, so we printed and mailed the claim again on 9/5/2024. I have attached the rejection notice we received from CareSource, along with our billing logs for your review. If CareSource does not pay your grandson's claim, the responsibility for the balance will fall to you. However, you are welcome to submit the claim directly to CareSource and request reimbursement from them.
  Please note, I do not have a physical letter from CareSource with specific claim submission instructions. If you have received a copy of that, please provide it. 
  Lastly, please understand that while we make every effort to bill each patient's insurance when provided, it is ultimately the patient's responsibility to pay any outstanding balance if the insurance denies or does not pay the claim. This policy is explained to all patients during check-in, and they are asked to review and sign it before receiving treatment. I have attached your grandson's demographic information, along with your signature, confirming your understanding of our billing practices. You are asking us to complete the task, but please understand that our primary responsibility is to care for patients. As a courtesy to our patients, we attempt to bill out-of-state insurance. However, that contract is between the patient and their insurance provider, and we are not contracted with CareSource thus having no obligation to working with them. While we expect to be compensated for our services, it is not our primary role to track down your insurance for reimbursement. We have followed your's and CareSource's instructions and remain uncompensated for our services. Unpaid claims are subject to our collection policy also outlined in the financial policy you signed. 
  Thanks
  Sterling Billing Department
  Thank You
  Demie Alonzo

  Customer Answer

  Date: 09/14/2024

   
  
  Complaint: 22243243
  
  
  
  I am rejecting this response because: 

  First, thank you for the response from Sterling Medical.  I have reached out to Sterling Medical since June, along with my daughter-in-law and CareSource.  I am glad to hear that there was a misunderstanding, but the response does not line up with the experience that I have had with Sterling Medical.  On June 27, 2024, I received a call, text and email from Will Connor at Sterling Medical.  He told me very specifically and clearly that Sterling would not release the claim information to CareSource or me until I made full payment on the account.  At that point I had my daughter-in-law contacted CareSource.  CareSource response was that they would not reimburse me if I paid the claim, and any payment was required to go directly to Sterling Medical.  They strongly recommended that I let them (CareSource) work through the process with Sterling to get the claim and process the payment.  CareSource indicated there was a technicality that should be easily resolved.  There have been frequent calls between the insurance company, Sterling Medical, my daughter-in-law and myself in an effort to resolve this situation.  It was only after I reached out to the Idaho Attorney General and Idaho Department of Insurance and they gave me some specifics as what to ask for (Superbill or HCFA1500) that I seemed to have some success in getting information for the insurance company.  At some point Sterling Medical sent the account to collections.  I Intend to submit documents to the collection company and request time for the insurance company to process the claim.  I intend to reach out to the insurance company through my daughter-in-law on Monday, September 16 to see if the paperwork has been received.  

  I appreciate that Sterling's priority is to provide medical care for their patients.  Providing the insurance claims is also a valuable and important part of the process.  Thank you that you were able to submit the claim to CareSource.  I hope that this will be resolved soon.
  
  
  
  Sincerely,
  
  
  
  Jodie Flores

  Business Response

  Date: 09/25/2024

  Hello Jodie,

  We record all calls for quality assurance. I reviewed your calls and email exchange with Will, and at no point did he say that we would not work with you. Will clearly informed you that CareSource is a Medicaid of Ohio plan, which we are not credentialed with, which is the same information I informed you with. Despite informing you of this, we have continued to work with you on your claim. Filing a complaint against us out of frustration is unfair, as we have only tried to help. I am frustrated that our clinic is being reported to the BBB and the Attorney General, even though we are the ones losing money because your insurance misinforms you and we continue to work on your claim denial. 

  On Friday, I contacted CareSource and asked why you were directed to our facility, as we do not accept out-of-state Medicaid and are out of network. They explained that they advised you to go to the nearest clinic, not that they were in contract with us. Since we are not a hospital, we are not obligated to treat everyone, and we can decline care if payment is not guaranteed. In your case, we chose to provide care for your grandson, submitted and resubmitted your claim, and continue to remain unpaid. You acknowledged that non-payment could lead to collections in the previous documents I supplied.

  The CareSource representative confirmed that they received our mailed claim but denied the claim because our provider's NPI was not found in their system. I explained that we are not credentialed with CareSource, so of course they would not find our provider's NPI, and the claim should be processed as an out-of-state claim. I re-faxed the claim on Friday and requested reprocessing again. If the claim remains unpaid after submitting for a third time, we will no longer work this claim and you/daughter-in-law will be responsible to work it out with CareSource. 

  Sterling Billing Department

  
  

  Customer Answer

  Date: 10/01/2024

   
  
  Complaint: 22243243
  
  
  
  I am rejecting this response because:

  First, I want to impress on you that I never said that I was not willing to pay the charges.  The call I received on June 27 from Sterling came across as bullying and targeting.  The statement was made that only when payment was made would insurance documents be filed.  Once the bill is paid, I have no leverage to get your support in providing the documents.  In addition, insurance will not reimburse me because of instances of fraud so payment will be made to you and my repayment will come from Sterling. 

  Before we went to the clinic, CareSource said coverage was available to both out of state and out of network.  I have personally gone to several out of state/out of network medical facilities and never experienced anything close to the treatment and roadblocks that I have with Sterling Medical.  The care that my grandson received was very appreciated.  The customer service and support that I have received in providing resources and information for the insurance company has been a horrible experience.  Every USPS notification that I have received from Sterling arrives after the due date for my response.  It took over two months for claims to be sent to the insurance company and incomplete information was provided.  A few days after confirming with the insurance company that they had received the form, I received a notice that the account was being sent to collections.  This seems calculated.  Had these forms been provided in June or July, this would be a non-issue. I am hoping that since the account is paid in full, information and support will be more forthcoming to complete the insurance claim.  
  
  Sincerely,
  
  
  
  Jodie Flores

• Initial Complaint

  Date:06/25/2024

  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 June 26, 2022, I went to Sterling Urgent Care for Covid. I paid my copay and went on my way. On 10/3/2023, I received a bill for $269.00. I contacted my insurance company in November 2023 who paid the claim since I was out of the area. According to Sterling Urgent Care, I had paid my bill paid in full as of November 2023.On June 8, 2024 I received a bill from a collections company ************************ for a bill that had already been paid. On June 25, 2024, I called my insurance provider who then called Mr. ***************************** (email: **************************************** phone: *********************). Mr. *********** told my insurance provider that my bill had already been paid.What is prompting me to file a complaint with the BBB is that I am one of several victims who have experienced the same thing.Here are a few ****** reviews for sterling medical care idaho falls:Billing is a joke! Got a bill more than a year after service. Called multiple times to talk them about insurance. They finally called back after I had called and left 5 messages. Called my insurance company and then called Sterling back and gave them instruction of exactly what they needed to do to have my insurance pay it in full. Once again, got a bill in the mail. And once again, had to call multiple times to get them to answer or return my call. The supervisor has yet to be available or to return my call. Will never use a Sterling Urgent Care or Medical Clinic again!Sterling has a kind staff, but their billing is terrible. They charged a new patient fee (even though I had been a patient there previously). They said they would escalate the problem and get back to me. They did not. After one week I called back and there had been nothing done, so I paid the full balance. Then I received a notice from their in house debt collector (TSI) after the bill was paid. I will not be returning.I encourage you to investigate this place and their billing practices.

  Business Response

  Date: 06/26/2024

  Hello,

  We are in response to complaint ID: ********

  This patient came into our clinic on 06/22/2022. He supplied the following insurance: BCBS and the following address ********************************************************************************************-6838. Per the back of the patients insurance card, it tells the practice to bill the local BCBS and the claim will be forwarded to the correct entity for payment. The claim was submitted on 6/29/2022 to insurance. After 180 days, if we do not receive a response from insurance, the claim is then assigned to the patient. BCBS will often send the *** and the check to the patient if they are out of state, who is then responsible to provide that to the practice. His claim was dropped to patient responsibility on 12/7/22. The patient then received 5 statements sent to his home address provided. On 11/14/2023, the patient had contacted his insurance which then contacted our practice stating the claim needed resubmitted. The claim was then pulled from collections and resubmitted to insurance to which we received payment from insurance on 12/4/2023. The last statement this patient was sent was 11/19/2023. As this took over a year and a half later for action to be taken by the patient and to receive payment from insurance, accounts are subject to our collection policy which is outlined to the patient upon check in and they sign in agreement on their consent to treat.  

  I have attached copies of those documents for review. 

  Customer Answer

  Date: 06/26/2024

   
  Complaint: 21901410
  
  I am rejecting this response because: My insurance paid the amount over seven months ago. I just called my insurance company and your billing office to confirm this. Your billing practices need to be investigated. I am not the only one who has experienced this.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/01/2024

   I am following up on your dispute to provide you with screenshots that you have in fact been removed from collections with our facility. As you will see, there are two line items. The bottom line item was when you were receiving additional statements. After 7 statements were sent, your account then moved to verbal collections which is the top line item. The top line shows your current status. It indicates that your account has been paid in full and it is currently $0. I have also confirmed with our rep with TSI that your account has been removed and they will no longer be contacting you. 
  
  I have also included a copy of your claim summary which indicates the dates we submitted your claim to your insurance company, when we received payment, etc. 
  
  
  Again, as I already mentioned, you will no longer be contacted by our facility or TSI for collections regarding your care from us. In the future, if you feel your balance has errors, please respond to the multiple statements sent to you in an effort to avoid your claim going to collections. 
  
  

• Initial Complaint

  Date:10/30/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  6/19/2022 I was out of state on a camping trip. I had gotten ***** on top of my shoulders due to sunburn. Staff was afraid they would get infected so they drove 1 1/2 hours to the first medical center they **uld find. I have ************ and was told they would not accept my insurance and I would have to pay the $1***** office visit or they wouldn't treat me. I put it on my credit card. 16 months later I now receive an additional bill for $236.05.I was never informed there would be any additional charges. My receipt of payment shows me the $140 I paid with no balance. My grandmother spoke to them today again 10/30/2023 . Now they told her they tried to bill the insurance ** and the address they had was ******! Now they're telling me the office visit was $205.00 and $171,05 for treatment which is totally different than what I was told at their center. I now researched them and found it has happened numerous times where patients paid upfront !***** and was billed much later additional charges. The first bill I received was 10/10/2023

  Business Response

  Date: 11/04/2023

  ********,
  
  We received your complaint on BBB regarding your recent visit and the associated cost.
  
  To clarify your bill, it's important to understand that there are distinct billing codes for new patients and established patients in healthcare. New patients are those who haven't received medical services from the same provider in the past three years, while established patients have a history of receiving care from the same provider within this timeframe.
  
  Billing codes differ for these categories because new patients often require more time and resources to establish their medical history, perform physical examinations, and develop treatment plans. In your case, you were classified as a new patient due to your first-time visit, and you received treatment for a burn, including the application of antibiotic ointment to prevent infection.
  
  Medical bills are determined based on various factors, including the type of service (new vs. established patient), the location of the service (primary care vs. Urgent care), **************************** involved, and the resources used for your care.
  
  Regarding ********* it's a state-funded program that's generally only valid in the state where it was issued. However, in your situation, you have ******** through a managed care plan, which extends your coverage through contracted arrangements between state ******** agencies. We billed your insurance accordingly, but unfortunately, the claim was denied, leaving the balance as your responsibility.
  
  We have been mailing statements to the address you put on file which was:
       *************************************************
  If this is not where you receive mail at then you would have needed to put the correct address on file for us to send statements to.
  
  Concerning your complaint, it's essential to clarify that your experience is not unique. Patients ignorantly sign documents without fully reading or comprehending them. Our financial policy is presented to patients during every visit, and they are required to acknowledge that they have read and understood it by signing the document. This policy clearly states that in the absence of a specified copayment, patients are responsible for the base fee of an office visit, which amounts to $140. After your visit, the billing process follows the guidelines I mentioned earlier. For your reference, I have attached both the document where you acknowledged your understanding of our financial policy and the financial policy itself.
  
  In the future, to ensure clarity in billing matters, I recommend that you proactively seek guidance from your insurance representative rather than relying on the medical provider for insurance education. Additionally, I strongly advise against signing any documents without thoroughly reviewing and understanding the terms and agreements. This approach will help you avoid any potential surprises when the other party acts in accordance with the outlined terms.
  
  

  Customer Answer

  Date: 11/04/2023

   
  Complaint: 20802345
  
  I am rejecting this response because: I was never told there would be any additional costs. I was told the cost would be $140 and had to be paid upfront. I am not the only patient you have done this to as I have researched your facility and there are many more that were told the same thing only to receive a additional bill months later as mine was ***** months later. 
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 11/04/2023

  these are other people who I feel were also scammed by this center

  Customer Answer

  Date: 11/08/2023

  The business replied they sent me attachments of me acknowledging financial responsibility and understanding their payment policy. I have received nothing to that affect other than the receipt that told me I had no

  balance and my payment. I now received a bill in the mail today, 11/8/2023 telling me I need to pay this balance of $236.05 that was turned over to the debt collector. Am I to pay that if this case is still pending and not closed?

  Thank you *****************************
  

• Initial Complaint

  Date:06/09/2023

  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 was uninjured after an accident at work. My employer was concerned and wanted to make sure I wasn't injured. They asked me to go here for a check up since my employer has an account.When there I stated my employee was paying but it wasn'*********************** comp case. They found my employers account did my checkup. Everything was good and sent me home.They then sent me the bill. I called said it needed to go to my employer. They said they'd fix it. They didn't, now I'm being harassed by a collection agency.