Complaints

This profile includes complaints for Midwest Express Clinic's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Midwest Express Clinic has 42 locations, listed below.

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  Midwest Express Clinic

  40 75th St Willowbrook, IL 60527-2325

  
• 

  Midwest Express Care

  1009 5th Avenue Hammond, IN 46320

  
• 

  Midwest Express Care

  1500 US Highway 41 Schererville, IN 46375-1316

  
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  Midwest Express Care

  3939 Franklin St Michigan City, IN 46360-7397

  
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  Midwest Express Care

  6131 US-6 Portage, IN 46368

  

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:06/02/2023

  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 was having stomach issues, cramping, vomiting and diarrhea x 5 days . I presented to the clinic for an evaluation .I was tested for covid, flu and h pylori, all were negative. I was given medication and sent home. The medication did in fact help with the cramping ,but the diarrhea became worse.So now this is visit and copay number 2. I gave a stool sample in hopes of finding out why I was still having issues. I patiently waited for a call with results. I was called to come in and upon arrival and being roomed, A young lady comes in and informs me that my sample had been mislabeled, so there were no results.This is unacceptable! so I still don't know what is going on with my stomach, and I want my co payments back and any money that I was charged for lab work and testing.

  

  Business Response

  Date: 06/15/2023

  Good Morning,
  Again, I do apologize for this issue and any inconvenience this issue has caused you. Because of our conversation on the phone yesterday, we will be removing all changes from your first and second visit in regards to these issues. I also sent all the lab work to the email on the account after verifying that email with you. again if you need anything else please reach out.
  Thank you
  ********************

• Initial Complaint

  Date:05/17/2023

  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.

  I visited Midwest Express River North in ******* on February 18th... then on April 3rd and 4th they charged me $150 on each date. No reason for these charges and i have talked to 4 people and all I get oh let us investigate and get back to you, I have heard nothing back from anyone

  

  Business Response

  Date: 05/24/2023

  Good Morning,
  I do apologize about the inconvenience this issue has caused you, and the lack of response from our billing team. I reached out to you via phone call and left you and voicemail and can go over any question you may be having. As of 05/22/23 a ticket was submitted for a refund to you. 
  My number is ************ and my email is ******************************** if you want to go over this in more detail but again we do apologize for the inconvenience this has caused you. 

• Initial Complaint

  Date:03/09/2023

  Type:Customer Service 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 to this location to get a routine medical procedure done for a chronic condition. In order to do this, I took a full sick day off of work in order to find a solution to my health emergency. After waiting for about 30 minutes, I was told that my appointment was on hold because the ****************************** to confirm my insurance was taking a long time--eventually I was then informed that my insurance was inactive and/or not in their network. This is not true, as I am on a **************************** plan provided by my graduate school institution. During this same visit, I even personally called my insurance company 2x to confirm that this urgent care business and location was in my network. During both of the times that I called, the advisors for each call positively confirmed that this place was indeed in-network. Both advisors also prompted me to redirect the front receptionist to call the provider number that was explicitly written on my insurance card so that this location could directly confirm the acceptance of my insurance as well. The receptionist refused to call that number! After inquiring why, she told me that "we just don't do that here". During my second call to my insurance company, which the this location's receptionist also interestingly advised me to do, my advisor even offered to conduct a 3-way phone call in order to speak directly to the receptionist and confirm that my insurance covers care from this location. The receptionist still refused! She said that there was something wrong with the ** number, but it apparently wasn't an issue when I decided to travel to a different business to complete my urgent care needs under the same insurance card. I understand that she might be busy servicing other customers, and I tried to be patient with that, but why in the world would this urgent care location not even bother to call the "provider number" listed on the insurance card?!? After reading other ****** reviews for this location, I see that this situation has happened more than this once. The only other offer that the receptionist shared with me was to complete the medical visit without insurance listed, which would cause me to pay more money than I probably needed, and then attempt to receive a reimbursement later on. I couldn't risk losing out on the money that I've already paid my insurance in that manner, so I went down the street to be successfully serviced as ************************* thereafter. I absolutely will not recommend that others go to this location as well.

  

  Business Response

  Date: 03/22/2023

  We will honor the patient's wishes and call to handle immediately.
  This has been addressed with the clinical staff as well!

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19560815
  
  I am rejecting this response because: I still do not understand why my insurance was not accepted by this location. I would like to know why the receptionist did not even bother to call the insurance companys provider number explicitly listed on the card. Why did she decide to rely on the electronic system for verification instead of making a phone call? It would also be helpful to learn a little more about the procedures or protocol that this office has in place for receptionists to take when they are in the process of verifying a customers insurance card. Also, if this office manager finds that the receptionist did not take the right steps, I would like to know if the receptionist went through an additional retraining process to ensure that this sort of mistake does not happen again. I remember during my visit to this location that when the receptionist told me there was an issue verifying my card, I personally, offered up the suggestion that I might be out of network. The receptionist responded affirming that suggestion, but did not provide any proof that this was actually the reason. But, then my suggestion was disproved when I called my insurance company at 2 different time intervals for them to confirm that this location actually was in-network. 

  For additional reference notes, this problem occurred on March 8th, between the approximate hours of 11am and 2pm CST. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/31/2023

  Tell us why here..We apologize for the inconvenience that this insurance issue at our clinic has caused. When looking at the chart, there was an issue running the insurance at the time you came in. The front desk person did not attempt to call the insurance number on the back of the card, as most insurance companies will not let our employees discuss any information about the insurance due to HIPAA laws. Further steps could have been taken on our end, and for this we apologize. The front desk employee has spent time reviewing what to do next if something like this were to happen again with the clinic manager, such as having the patient call the insurance and asking for a reference ID number to the phone call confirming the patient has active insurance.

• Initial Complaint

  Date:01/04/2023

  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.

  On 7/12/2021 both my husband and I went to the Midwest Express Clinic on *********** in ***********, ** for COVID-19 tests for international travel. We both got tested and presented our insurance cards at the time of service. Though we both are listed on each others insurance Aetna is my primary and BCBS is his. The staff incorrectly billed both of us to Aetna. Of course ***** paid mine but returned his asking primary be billed first. The staff didnt do that and sent us a bill in February. I called the billing department and confirmed Aetnas *** status and they said BCBS would be billed. April 20, 2022 the billing department sent the claim to BCBS. My ************************* was paid by BCBS in full on April 25, 2022. After receiving payment in full Midwest Express Clinic sent my husband to collections damaging his perfect credit score. When we found out this was on his credit report, I called MEC on 8/23/22 and spoke with **** and sent a copy of the *** with the claim paid. I was assured that this mistake would be removed from my husbands credit report. Here it is December of 2022 and this paid claim is still on my husbands credit report dropping his score by 30 points. I hear that there are some state actions soon to occur regarding MEC billing practices. No amount of calls or follow up or evidence seems to have an impact on MEC fraudulently reporting debt to the credit bureaus.

  

  Business Response

  Date: 04/12/2023

  Good Morning,
   I am reaching out *********** as this issue has been taken care of and this patient was notified. I can provide more detail and proof if needed. If you need any more information, please just let me know.
  Thank you. 

  --
  

  Best Regards,
  
  

  Madison ******
  Patient Administrator
  40 ***********
  ***********, ** 60527
  ************
  ********************************

  

  Customer Answer

  Date: 04/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The resolution took 2 years, numerous calls to the billing department, being placed in collections for a bill that was paid, negatively impacted credit score and being denied credit due to all of this; that finally they corrected their mistake. Too little too late but I consider the matter resolved. 
  
  Sincerely,
  
  ************************************

• Initial Complaint

  Date:11/30/2022

  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.

  4-17-22 went in for B-12 shot as they were running promo for free B-12 shots. I later get a bill in the mail for an office visit. I called multiple times as bills arrived for a visit that never occurred. I was told the coding error issue was addressed and months later I get a bill in the mail from a creditor for the bill in question.

  

  Business Response

  Date: 04/12/2023

  Good Morning,
   I am reaching out BBB ID: ******** as this issue has been taken care of; we reached out to this patient twice via phone call and left voicemail both times. I can provide more detail and proof if needed. If you need any more information, please just let me know.
  

  Thank you. 

  --
  

  Best Regards,
  
  

  ********************
  Patient Administrator
  40 ***********
  ***********, ** 60527
  ************
  ********************************

  

• Initial Complaint

  Date:11/21/2022

  Type:Order 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 to Midwest Express Clinic at ******************* ************ for Titer test, I was billed and I paid $250 for the Titer test, and I was told to come back the 3rd day for my result or I can sign on Quest Diagnostics app to view my result. I sign on on Quest Diagnostics App and view my result 2 days later. To my surprise Quest Diagnostics send me a bill of $591.67, and I called Quest to inform them I paid Midwest Express Clinic for the service and I was told to contact Midwest Clinic to resolve the bill with Quest Diagnostic. All effort contacting Midwest to resolve this bill was abortive, I paid for Titer test not blood drawn and I have a copy of Midwest express clinic price sheet they gave me before payment. Quest has send same bill to my address 3 times and now want to report this to Bill **********

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 18446292
  
  I am rejecting this response because: Quest Diagnostic report this issue to debt collector already, and i did not receive any phone call from the business. you can email me on **************************.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/28/2023

  Good Morning, 
  Again we do apologize for any inconvenience this issue may have caused you. We have spoke several time on the phone, and just need proof of payments with the collection agency to get you reimbursed, we did received that today and have reached out to the collection agency to get this removed from your account as well as the refund check is being sent to the address that was sent to me via text message, if you have any other questions please feel free to reach out to me at ************
  Thank you

• Initial Complaint

  Date:09/25/2022

  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 August 22, 2022 I saw a health care provider at Midwest Express Clinic's ********* location. When I checked out I was told that my total was $170. I was also made aware that I would need to come in that Friday, the 26th for a follow-up visit to discuss the results of a lab test. I specifically asked if I would be required to pay any further fees. I was told no. However, when I arrived for my follow-up visit I was promptly asked to pay $40. I spoke to the manager on duty about this and she said follow-*** always have separate fees and she couldn't understand why I was told otherwise. I realize now that I didn't get any of this in writing nor was I offered a receipt for either of my payments.A month later, I received a bill from Quest Diagnostics for the test run via Midwest Express Clinic. So, not only were there additional charges after I was told there wouldn't be but now I'm being charged directly from the laboratory.I have called the clinic several times trying to speak to a manager but each time I get told that the manager is busy and I am put on hold so long that the system drops my call.I would like the clinic to pay for the lab fee with the money I paid them to do so. *I've since gone online and read numerous reviews from other patients who also received bills in the mail after visiting this clinic.

• Initial Complaint

  Date:08/29/2022

  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 visited Midwest Express Clinic on 7/23/22 seeking a test for strep throat. The visit itself was fine, and I did see the claim come through on my insurance, however I have yet to receive a bill from Midwest Express Clinic. Today, a charge $116.06 was charged to my credit card, with no explanation. I assume this is the amount I owe from my visit, however I was not given an option or choice on how to pay. Had I been sent a bill, I would have paid using pre-tax dollars in my HSA, rather than with the credit card I used to as a guarantor for my visit. This is the second time this has happened to me at this exact location. At a minimum, I would like for Midwest Express Clinic to refund the charge to my credit card, send me a bill that I can review, so I could then pay using my HSA. Given that this is the second time this has happened, I believe Midwest Express Clinic should forgive some or all of the charge.

  Customer Answer

  Date: 04/13/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/02/2022

  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.

  Ive been taking my family to Midwest Express Clinic for COVID tests regularly. They recently began coding the visits as office visits, even though we are only there for COVID tests, which means I am charged an insurance co-pay and the visit is classified as an office visit not a COVID test. This means they can charge my insurance provider more too, even though we are ONLY getting COVID tests. I believe this is fraudulent and 1) want the charges reversed and 2) this practice exposed so that it doesnt happen to other people.

  

  Business Response

  Date: 04/12/2023

  Good Morning,
  I am reaching out about BBBID: ********. We reached out to this patient via phone and left a voicemail. If the patient comes in to be tested for COVID, we also need to do some sort of assessment to make sure that they're okay. We can't just give them a test and send them on their way. We have to report these cases to the state with data and assessment notes. It has nothing to do with charging the insurance more. If there are any other questions, please reach out. We can also provide proof or any other information needed.
  Thank you. 
  --
  Best Regards,
  
  Madison ******