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Business Profile

Urgent Care Clinic

CareFirst Urgent Care

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Urgent Care Clinic.

Complaints

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

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CareFirst Urgent Care has 46 locations, listed below.

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    Customer Complaints Summary

    • 17 total complaints in the last 3 years.
    • 3 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/02/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 came to be seen for a respiratory issue. Not only did they accept my payment for treatment, they literally did absolutely nothing and sent me to a hospital where the doctor told me I'd be kept overnight. I wasn't. The hospital was confused as to why she even sent me there cause my oxygen was fine. They gave me what I needed which was some medicine, which the urgent care could've done, but didn't. I want refunded because this urgent care is a joke.

      Business Response

      Date: 12/13/2024

      COMPLAINT REVIEWED.   MEDICAL RECORD SUPPORTS THE PATIENT WAS SEEN AND FULL EXAMINATION PERFORMED.  PLAN OF CARE WAS TO REFER PATIENT TO ER FOR ADDITIONAL EVALUATION.    EMAIL TO PATIENT WITH APOLOGY FOR HER EXPERIENCE AT OUR CLINIC.  INCLUDED THE MEDICAL RECORD FOR HER REFERENCE.   NO FURTHER ACTION NEEDED.   REQUEST TO REFUND PATIENT IS DENIED AS THE VISIT WAS COMPLETED IN FULL.   

      Customer Answer

      Date: 12/16/2024

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.


      They literally rejected me care and sent me somewhere else. Nothing was done, I was provided no help. Re review your records. 




      Regards,



      ****** ********

    • Initial Complaint

      Date:11/20/2024

      Type:Billing 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.
      4/20/2024 I made a doctor visit to Urgent care, the clerk said I was required to pay a $40.00 co-pay with the health card. My friend used her v debit card to make the payment of $40.00. I contact my health provider who said no co-pay was necessary and I should be refunded. Contacted Carefirst urgent billing dept at ***** ******** on 4/2024 said to speak with T*** M******. Explained the situation and the use of my friend card, said she will refund the $40.00 by check in the mail approximately 7 to 14 days. No check, call back on 5/17/24 said check is done by refund co. should received check by Ist of June per T***. Called again on 6/14/24 will call to see what happen to the check. Call on 6/20/24 per T*** there is a delay in getting the check processed changing over to new system. Called again on 10/23/24 transferred to T***, no answer recording click on saying, close, hours and days given, then a hang-up. Again on 11/7/24, same message and recording, call back same message.

      Business Response

      Date: 12/13/2024

      December 13, 2024

      Better Business Bureau
      1 E. 4th St, Ste 600
      Cincinnati, OH 45202

      Attn: ***** ******** ****************************

      RE: ***** **** Complaint Number: ********

      Response to complaint: This patient experienced a delay receiving her refund for $40 due to a
      copayment that was collected in error. We incurred a long and unexpected delay processing refunds due
      to changing our internal refund process and accountant. Multiple attempts were made to the patient
      offering to refund her on a credit or debit card but the patient declined as she didn’t have either. The
      patient also denied my offer to refund the **** we originally charged belonging to her friend.

      Resolution: We processed a refund check on 11/21/24 for $40. The check was mailed to the patient on
      11/22/24 and was deposited into the patient's bank on 12/4/24. The patient's account has been noted to
      reflect she is not responsible for a copayment based on the insurance plans she currently has. No
      further action needed as this issue is considered resolved.

      Thank you,


      Tina M******, Billing Manager
      CareFirst Urgent Care Administrative Office
      Ph ###-###-#### Ext 3601
      Secure Fax ###-###-####
      Email *****************************

      Customer Answer

      Date: 12/18/2024

      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 received the payment on November 27th. 



      Regards,



      ***** ****

    • Initial Complaint

      Date:08/02/2024

      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.
      I went to urgent care in ********* ** on 7/3 and was charged a copay of $30 during my visit. I had some lab work done and was on my way. No one said I owed or would owe anything further. I forgot about it and now today $250 was taken out of my account by them. Saying I owe $209 more dollars after the 250 for a total of 459. My lab work was simple and couldn’t cost that much. They’re saying total I owed 1900 but insurance paid for 1500 and I owe the balance. Called serval times to speak to billing w no response. My insurance called them too. I finally got someone on the phone I was told “as a courtesy we’ll waive the rest of the bill.” What business is willing to do that? I also asked for an email of an itemized invoice. Emails take two seconds to send and I still have not gotten one. On top of that, I got a horrible call at work the other day from a man stating I better pay them their money or im going to have the authorities sent on me and $2000 in legal fees, mind you im in the middle of working. It’s all a weird scam operated system. Idk if I can get my money back but im gonna try to dispute the charges when it posts. Ridiculous

    • Initial Complaint

      Date:06/07/2024

      Type:Billing Issues
      Status:
      Answered
      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 CareFirst Urgent Care in Milford, OH on 5/26/24 and my receipt is timestamped 5:28pm. I paid $100.00 with my credit card. On 6/4/24 CareFirst Urgent Care charged my credit card $40.00. I contacted them while the charge was still pending, as of 6/7/24 they still have not responded and I called again today. Once the unauthorized charge posted, I called the credit card company back so they could remove it and cancel the card. That's when the credit card company told me not only had CareFirst Urgent Care fraudulently charged my card $40, but they'd set it up as a reoccurring payment to continually steal from me. I want an explanation and an apology.

      Business Response

      Date: 06/13/2024

      Response to complaint:   This self pay patient came in to be seen.  During the check in process we charged her $100 only for the self pay office visit.   Patient was verbally informed that payment for the office visit was collected prior to seeing the medical provider and she could owe additional charges if additional services were provided.   Per our office policy, we obtained a card to keep on file after receiving signed consent.   After seeing the provider, the patient required an additional medical service causing her to owe an additional $40.   We sent an email on 5/30/24 to the patient as an alert that her card would be charged $40 on 6/4/24.  I received a voice mail message and email from the patient on 6/7/24 after hours and attempted to call her back the next day.  Due to being unable to reach her, I emailed her on 6/8/24 with a written explanation of the additional charge, itemized receipts and the form she signed giving consent to keeping her card on file. 

      Resolution:   Charges stand as billed.  Written explanation and apology sent to the patient via email along with the itemized billing receipts as documentation and proof of additional medical service. 

    • Initial Complaint

      Date:05/10/2024

      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.
      They refused to accept cash for payment and required another debit card to be put in file even though they already have one. I have been here several times including as recent as March if this year. Today 5-10-24 service was refused by them because" they prefer a card" I didn't have exact change so they wouldn't serve me. I'm sick and now I'm p****d. How can a business refuse to accept cash?

    • Initial Complaint

      Date:05/08/2024

      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.
      I waited an hour and half to be given half an answer on what’s going on. The provider asked me what antibiotic I wanted instead of picking based on my symptoms. Once I go to pick up my medicine, I’m told by the pharmacist that the antibiotic they prescribed interacts with another one of my medications significantly and they will not take that risk. The medication can cause QT prolongation with my citalopram and my existing heart issues. She then proceeded to call urgent care 5 times with no one picking up the phone. The next morning I call in to explain the situation. I’m placed on hold for an hour until someone says hello and immediately hangs up the phone. I call back where they take my information for the provider to call me back. 2 hours later I had to call in myself to talk to the provider. She tells me she will not write a new prescription without the other providers approval. It’s now been 6 hours dealing with this situation. I call back again after 6 hours and am told I have to wait for “the managers to have a meeting.” I was told to wait another 2-3 hours for some kind of “resolution.” I’m already sick and not feeling well, now my medication is delayed even further. The provider was made aware of my medications I was on. The provider kept asking me what I wanted her to prescribe and did not seem knowledgeable. Medical assistants were very kind but as someone who is sick just wanting to feel better. This was absolutely ridiculous. It should not be this hard to rewrite me a new prescriptions. I have already reported the provider for medical negligence. This is negligent to leave me without some kind of medication care. I should have been constantly contacted and updated instead of me having to make the effort to reach out to them. They inconvenienced me so they should make the effort to fix it not me.

    • Initial Complaint

      Date:03/13/2024

      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.
      On Feb.11, 2023 I took my son,**** ******(10yo)to CareFirst Urgent Care of HARRISON,OH on Harrison ave. for a persistent sinus infection.To be noted, I also had my two younger sons with me. Right before arrival,my son blew his nose and it started to bleed on one side from congestion.Upon registering, I told the reg.lady that he had a nose bleed from blowing his nose.As I was signing in,she informs me that they have been "swamped today".I told her that I apologized and this should be a fairly quick visit. She walked my son back to be weighed and check temperature in hall before taking him to a room.I told her we needed to stop at bathroom to get him a new tissue since he was using a small napkin. While in the bathroom,NP Valentina D**** came in along with registration lady, and took a look at my son and frantically told me that "we can't take care of this here. He needs to go have it cauterized at an E.R.". I looked at her and told her that it was not an injury bleed but bc of the sinus infection we were there for. She then grabbed my shoulders and said, "mom,this is serious.He could have internal bleeding that could go to his brain".At this point my son starts to cry hysterically asking if he is "going to die". I looked at her and asked her if any of this behavior was necessary and she physically placed her hands on my shoulder and his shoulder and "shuffled" us out of the room and told us that we needed to go to the ER "right away" and that she would "call them and have them waiting for us to arrive". At this point all of my kids were crying thinking **** was "going to die'. Upon arrival to the ER, the registration lady there said no calls from CareFirst had come in. We were taken to a room.At this time his nose bleed had subsided.The nurse had to talk him down from a panic attack and noted his high BP. The Dr.on call said this was completely unnecessary, gave him Afrin spray in his nose and prescribed Amoxicillan for a Sinus Infection.

    • Initial Complaint

      Date:02/06/2024

      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.
      Regarding Date of Service 12/8/2023 I visited the Carefirst Urgent Care for services. The balance of $105 ( claim number **********) was paid via ****** ****** **** Health Reimbursement Account. At the same time Carefirst Urgent Care proceeded to also bill my Healthcare spending Flex card ( **********). I now have a credit balance with Carefirst Urgent Care for $105. I am simply requesting a refund but I have been trying to contact the billing department ( ###-###-####) for a refund. Each time that I call I speak with someone and they say it is in progress and I am getting the run around by the billing staff that I have spoken with and transferred to other line ( ###-###-####) to speak with Tina which no one ever answers and you can't leave a voice mail message. I have also emailed [email protected] and no response.
      1/12/24 spoke to Monica ###-###-#### was told it would be a few weeks for the refund via check
      2/5/24 spoke to staff member was told she was not able to access my account transferring me to Monica, where I left a voicemail but no repsonse from anyone
      2/6 spoke to staff member says the refund is processing but it has been a month already and she cannot tell me when or how long it typically takes transferring me to Tina team leader for billing at ###-###-#### but no one answers and no option for voicemail.

    • Initial Complaint

      Date:01/11/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Fraudulent charge to my credit card.

      Business Response

      Date: 01/22/2024

      Patient was seen however due to a credentialing issue with the provider and her health insurance the insurance company denied the claim.  We didn't catch the error in time to avoid her being charged so her card on file was charged.   We offered to refund her however she already disputed with her bank so they will be refunded her.   Patient was angry that we charged her the insurance price not self pay price that is for self pay patients only who pay in full at the time of service.   

      At this time, we are working with her insurance company to reprocess the claim and we would refund her however the bank will take back the funds from us as part of their chargeback process.   We apologized for the error.   No further action needed.   

    • Initial Complaint

      Date:11/14/2023

      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.
      FRAUDULENT COMPANY!!!
      They have billed myself and my insurance TWICE for the same service, I paid , AND my insurance paid them, and they've sent me a 2nd bill to charge me AGAIN. I was seen 6/30, they took $186.50 automatically out of my account. I called, they only billed 1 of my 2 insurances they received on my day of treatment, I was told to call back in 8 weeks to ask for my refund, it wouldnt be issued automatically, I would need to call. I called on 9/20 and was sent to vm, never got a response. In November I was sent a SECOND BILL this time of $35 (my copay). FOR THE SAME SERVICE THAT WAS ALREADY PAID FOR 7/27/23.
      So they're saying they dont have record that the service was already paid for?! twice now, and they need a third payment.

    CareFirst Urgent Care is NOT a BBB Accredited Business.

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