Complaints

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

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ClearChoiceMD Urgent Care has 9 locations, listed below.

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  ClearChoiceMD Urgent Care

  10 Ferry St Ste 302 Concord, NH 03301-5081

• 

  ClearChoiceMD Urgent Care

  410 Miracle Mile Lebanon, NH 03766-2639

• 

  ClearChoiceMD Urgent Care

  1200 Williston Road South Burlington, VT 05301-5720

• 

  ClearChoiceMD Urgent Care

  96 Daniel Webster Hwy Belmont, NH 03220-3045

• 

  ClearChoiceMD Urgent Care

  24 Homestead Pl Alton, NH 03809

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:08/10/2023

  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 went to ConvenientChoiceMD Urgent Care in Seabrook NH on 6/5/23. I received a bill for the full amount of that visit dated 7/29/23 with a due date of 8/28/23. Without notifying me they deducted $350.00 from my checking account on 8/1/23. I called them and was informed that my insurance did not cover the visit- it went to my deductible. When I inquired how they could deduct the amount from my account, prior to the due date and not notify me I was informed that my last recent consent form signed allowed them to do this. I called my insurance company who noted issues with the claim which is why it was denied- on ClearChoice MD's end. We called ClearchoiceMD together and each time we were disconnected without the ability to talk to anyone or leave a voicemail. The insurance company attempted several additional times with no success in talking with their billing department.
  I emailed the billing department and was informed they are having contracting issues needing resolution before they reprocess claims. They will not refund the money taken until they receive reimbursement from the insurance company. This has been financially harmful to me. I have filed a complaint with my insurance company as well.
  The last message from them is pasted below:
  "Good afternoon,
  Thank you for reaching out and allowing us to assist you. I have removed the credit card on file as you requested. That is effective today 8/10/23. Unfortunately, our policy is to process refunds once we receive payment from insurance so once that is done we will gladly return any funds due back. It appears the balance due was put on hold as we are experiencing contractual issues with insurance and the claim will be resubmitted once resolved. If you have any further questions, please contact us in the billing department by replying to this email or calling ###-###-####. We are available Monday through Thursday 8am to 4pm and Fridays 8am to 230pm. Have a great day!"

  Business Response

  Date: 08/11/2023

  BCBS Provider rep aware of these denials who confirmed we
  are INN and there should be no reason to be denying these claims. We are
  following instructions to appeal claims to prompt BCBS review and
  get them to reprocess these claims.

  This patient has been refunded and
  instruction sent to PARs to refund patients prior to payment due to this
  contracting error.

  
  

  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 will await refund of the $350.00 they deducted from my account. Thank you so much for your help with this- you accomplished in one day what I could not in a few days and multiple interactions with the business. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:08/04/2023

  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.

  10/27/2022 date of service and account ******. son was seen, all insurance info provided. couple weeks ago suddenly received bill from debt collector. after 2 weeks of calling, and 3 emails, finally got a representative on the phone who said insurance rejected it saying it was submitted with the wrong birthday. I explained that his card that they have the scan of has his correct birthday, and they have processed other claims with his birthday so I know they have his correct birthday. So I requested resubmission of bill to insurance and the representative told me no they won't do that unless I call the insurance. So as unnecessary as that was, I did call the insurance company and they verified they do have his correct birthday, as evident again by the insurance card listing the date of birth right on there. The insurance company also said it looked like the claim was actually never sent to them. So Clear choice sent my account to collections without ever even submitting it to be paid by the insurance company. I still have not received and email or phone call back. At this point it's been 2 weeks of phone calls of which only once after going through the que did anyone even answer. I was told the phone systems were broken, then I was told they weren't broken there wasn't enough staff to answer. It's also been 5 emails at this point to confirm the insurance has the correct birthday and they said they will process the claim. I need this handled properly and resubmitted to the insurance, and I need the debt collectors involvement removed since they never should have been involved in the first place. It's less expensive for ClearChoice to just get paid by the insurance anyway and not have to pay a debt collector fee. Nevermind that I don't deserve my credit score to go down over a bill I've done everything within my power to pay.

  Business Response

  Date: 08/04/2023

  Just confirming that we have received confirmation that the
  account has been closed with collections, bad debt reversed in the system, and
  the entire balance adjusted as it is now too old to bill & process through
  the insurance. Since it was our error this was done for the benefit of the
  patient. 

• Initial Complaint

  Date:07/06/2023

  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.

  Clear Choice MD has charged my credit card twice in the last money (6/12 and 7/3) for $200 each time. The local office cannot help, so they referred me to the billing department. If you can even reach anyone in the billing department, they can't tell you when or even if you'll see your $400 back, only that "we'll look into it". No one can even explain to me why it was billed in the first place. I believe this constitutes medical billing fraud since no one can offer any explanation to the contrary.

  Business Response

  Date: 07/06/2023

  We are reviewing our records and addressing the concern.

  Customer Answer

  Date: 07/06/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will expect prompt resolution. 
  
  
  
  Sincerely,
  
  
  
  ******* *********

• Initial Complaint

  Date:04/24/2023

  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 denied medical care because of an unpaid workers comp claim that my previous employer sent all the required documents to clear choice 4 times my claim was not denied by my employer so why am I being denied medical care today? Seem like malpractice to me

  Business Response

  Date: 05/08/2023

  Our regional practice manager reviewed the complaint

  Patient
  came in to be seen for a personal issue that was previously diagnosed at ********* ********** ******* of Rutland  Due to
  the bad debt that was aged on the account, notations in the account, lack of
  response from the previous employer and himself, the debt needed to be taken
  care of for any personal visits.
  
  It
  is noted in the account several times that our billing dept had made several
  attempts to reach out. When this happens, the debt does falls to the patient.
  
  Also
  please note that we did see him for his new Work comp claim a few days earlier.
  

• Initial Complaint

  Date:04/11/2023

  Type:Product 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 seen at Clear Choice in Epping 09/21/2022. I received a bill in November stating I owed, a balance of $145.86 which my insurance did not cover. In January I received notification from insurance this bill was payed in full. No one from the Clear Choice billing office contacted me. I called them 2/13/2023, spoke with "Debbie" who informed me it would take up to 2 months to be re inversed. I called them today, spoke with Debbie again, and was informed it would take another 30 days to be re inversed. I asked to speak to a manager of the billing dept. and was told managers do not take calls during the day. I informed Debbie I was contacting the Better Business Bureau, I feel I have waited long enough.

• Initial Complaint

  Date:03/17/2023

  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 filed a dispute for the lack of service I received.
  I continue to get bills and a final notification that my bill is 90 days overdue.
  I called several times to find out about my dispute. Im told theres no manager to talk to and they will email me. I have never received an email.

  Business Response

  Date: 03/27/2023

  As
  part of our process,  we had our clinical team and CEO review the patient
  dispute. The dispute was upheld, and the balance still stands for the patient.
  We did notify the patient of this result

• Initial Complaint

  Date:10/17/2022

  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.

  This is a billing issue and lack of data hygiene.
  My complaint is this:
  ClearchoiceMD ddid not maintain good data hygiene
  Chearchoice MD sent my account to collection within a four month period
  ClearChoiceMD is not using good billing practices and can damage the credit of their customers
  
  I accessed their telehealth services on 06/05/2022 and was diagnosed with Covid Pneumonia. I subsequently received an invoice for $371.01, $331.01 billed to my insurance and $40 billed to me. I paid the invoice using my a credit card account number. The number was not charged. I received a subsequent bill for $40.00 which I paid by check. My check was cashed on 9/12/2022. My account was sent to collection on 10/3/2022.

  Business Response

  Date: 10/18/2022

  In our view this patient was mailed three statements (6/30,7/29, 8/27), all of which state that the payment was due upon receipt.  The patient would have also received text or email alerts to their outstanding payment, unless they opted out.  The account was sent to bad debt on 9/29, over a month after the third statement was sent.
  

  Unfortunately, it seems we had a delayed posting as the payment was put into our system on 10/02 and backdated to 9/22.  We are working with our billing team on timing of sending overdue accounts to bad debt as we never want to see this happen.  We no longer see this account as bad debt nor with an outstanding balance.