We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Urgent Care Clinic

Mass General Brigham Urgent Care, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Urgent Care Clinic.

Complaints

This profile includes complaints for Mass General Brigham Urgent Care, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Mass General Brigham Urgent Care, LLC has 11 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 4 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/19/2025

      Type:Service or Repair 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.
      On 12/15/2024 I paid an estimated balance for a surgical procedure to Mass General of $5,654.64 with the remaining balance of $ ********* to be billed to my insurance. The surgery was supposed to take 45 minutes. It took 11 minutes. Mass General tallied their final bill and submitted it to my insurance in the amount of $13,326.94. My insurance paid $13,326.94, leaving me with a $150.00 co-pay. I was over charged by $5504.86. On 1/7/2025 i called the Mass General ****************** and spoke with a woman that told me she could see the over payment and the refund would be credited to the two credit cards that were used. She also asked me to please be patient for this department is slow. On 2/19/2025 I called the billing department again and spoke with a man who told me there was no record of my original inquiry and that he would send it for review. Gave me a bit of a run a round. I have attached copies of estimates, payments and final charges/payments to prove the Mass General owe me a refund of $5,504.86.

      Customer Answer

      Date: 03/02/2025

      I have not heard from the business in response to my complaint.

    • Initial Complaint

      Date:12/12/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Aetna is not covering for the lab work done on 09/13/2027, prior to my annual visit to my **. ******* *****, I went to collect lab work that he usually prescribes ahead of time for my visit on 09/27/2024. I got a bill of $1434 for lab work. My lab work is very comprehensive since I am a 52 women and have epilepsy. Last year in 2023, I went to the same exact location, BTW, is not only an urgent Care it is a lab and hospital too. Last year I was not charged anything for lab work prior to my physical. This year I am being charged $1434, only for my portion. My insurance did not change. Aetna (attached is my card)I was not aware I was going to be charged as I was not charged anything last year. Even if ** had added few more lab works because of age it is still preventive care. Aetna should better disclose what is paid and what is not covered in terms of preventive care. In this exam some was covered and some was charged 100%.

      Customer Answer

      Date: 12/23/2024

      I have not heard from the business in response to my complaint.

    • Initial Complaint

      Date:11/04/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      3 years ago on and off I was on a payment plan, then something happens with them and I ended up in collections. I worked out a Patient Payment Billing Plan with MA General. I have not received monthly invoices in the ** Mail. I have asked numerous times for them to mail out payments. I received a bill last month and I tore off the bottom and mailed in payment. I have not received anything since. I need you to send me my Patient Payment Billing Plan statement. monthly so I don't become delinquent, so I know what is due and paid on my account.

    • Initial Complaint

      Date:10/28/2024

      Type:Service or Repair 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.
      On April 2, 2024, I paid for an ENT appointment on my credit card for $386.25. This is because my insurance changed from ********** Blue Sheild to ********** Blue Sheild COBRA effective 4/1/2024. The change was due to my loss of employment.I was told I would be reimbursed for the appointment as my insurance does cover the appointment. I have been calling Mass General Brigham and trying to get reimbursement since May. I called in June, July, Aug, Sept and Oct (as you will see in the attached notes). I have been conferenced in with Mass General Brigham and **********. As of October 2, 2024, Mass General Brigham had everything needed to process the reimbursement from **********. As of 10/28/2024, Mass General Brigham is now saying they need additional information from **********. It has been 6 months of run around and lack of resolution from Mass General Brigham. I would appreciate if someone could please help resolve this issue.I have uploaded the original invoice, notes from my conversations and the explanation of benefits (***). The *** is what Mass General Brigham needed to process the reimbursement.Thank you in advance for your assistance. I can be reached at ************ or ***************** for any additional supporting information you may need.***** ***

      Customer Answer

      Date: 11/11/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ***** ***

    Mass General Brigham Urgent Care, LLC is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.