Complaints

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

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iCare Medical Urgent Care has 5 locations, listed below.

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  iCare Medical Urgent Care

  100 Susan Dr Johnstown, PA 15905-2826

• 

  iCare Medical Urgent Care

  4905 William Penn Hwy Monroeville, PA 15146

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  iCare Medical Urgent Care

  4905 William Penn Hwy Monroeville, PA 15146

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  iCare Medical Urgent Care

  411 Theatre Drive Johnstown, PA 15904

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  iCare Medical Urgent Care

  167 Zeman Dr Ebensburg, PA 15931-4103

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:05/20/2025

  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.

  My son needed care on Friday 5/16/25 and he was refused it due to a bill that was already paid for back in January which I tried to explain but they would not hear me. They also lied and told me it was just paid yesterday when I spoke with them on the phone but I have proof from the insurance company that it was paid in January whenever I made several phone calls to make sure it was all taken care of. My son had a fever of 103 for 3 days bc there was no doctors office open and the hospital ER was under construction. I dont understand how my son can be refused treatment when all was handled properly by myself and the insurance company well before Friday 16th when he needed treatment. I also requested 3 times for proof this was paid, however the billing specialist told me to calm down or she wasnt going to do anything for me. I was calm but direct in my request since all of this happened. My son had to suffer bc of their failure to listen or do their job properly and I dont think that is right on top of the lack of respect and communication about the issue.

  Business Response

  Date: 05/29/2025

  RE: Complaint 23353685 

  To the Better Business Bureau: 

  
  This letter is in response to the above-referenced complaint dated May 20, 2025. 
  At the time of service, the patient's mother had an outstanding balance that had been sent to collections due to nonpayment, despite three previous billing statements being issued. Unfortunately, as a private physician office not governed by ****** provisions, and because the situation was not deemed a medical emergency, we were unable to provide care in accordance with our established payment policies. 

  
  We expressed concern for the patient's condition and directed the family to seek care at another facility. Our community is served by multiple urgent care clinics and a 24/7 hospital emergency department, all of which were available at the time. 
  Following the incident, the patient's mother contacted our billing department. We were able to assist her in resolving the issue by working with her insurance plan to identify the missed payment. As a result, the account was removed from collections, and an updated statement confirming the cleared balance was sent to her. It is important to note that our staff made multiple efforts to explain the situation; however, the patient's mother declined to communicate in a respectful manner. 

  
  As a healthcare organization, we are committed to treating all patients with care and respect. Our policies are in place to ensure we can continue to serve the community while maintaining the integrity of our practice. 

  
  Best regards, 
  **** ****. Waddell 
  **** ****-*******, CPC, CPMA, CEMC, CEDC 
  iCare Medical, LLC 
  ***********************************************;
  Phone: ************** 
  ****************************************************** 
  

  
  

  Customer Answer

  Date: 05/30/2025

  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, details of the offer I reviewed appear below.
  
  I do not appreciate being lied about as I was as respectful as possible while your staff and head of the billing **** clearly told me they dont have to do a thing to help me at all. This was all dealt with in January of ******************************************** the mail from **** who stated they were not my primary, when in fact they were. I spent countless hours on the phone with both upmc and ICare at that time to resolve the matter in which ICare stated no notes were placed in their system but there are notes in the upmc system which I can provide copies of. The timeframe that my son was ill happened to be after hours on a Friday so there was NO other facility to take him to other than the ** at ****************** which was being renovated at this time and extremely difficult to get into which can also be proven. Im tired of the lies and disrespect this company continually chooses to do for no reason at all other than their own pride. They never suggested any other facilities nor were they willing to look into anything or even willing to speak to my insurance company who clearly stated over the phone that it was in fact paid in full already on Jan 14th with check numbers provided on the phone call, the staff just flat out refused. My son suffered bc of them and they still cannot admit fault in their processes which should be considered inhumane in the medical profession.  

   
  Regards,
  
  ******* ******