Complaints

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• Initial Complaint

  Date:03/17/2023

  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.

  11/19/2020 I went to this Urgent care location for a Covid test. Later i was billed $120 and told it was because my insurance did not cover the cost of the Covid test. I paid the $120 via check. Then i still kept receiving bills after my payment for the amount of $120. I was told they never received my check via mail and that i should check with the bank. I was able to get a Confirmation from my bank that my check was not only received by the urgent care but also processed into their account. But during that time i found out that my Insurance company was in fact covering the Covid test cost but someone on site entered the claim incorrectly which they were able to fix. The insurance company then sent an $120 to cover the cost. I was told i would be issued a refund in the amount of $120. When i reached out to Urgent care i was told they were processing the refund and that i would have to wait. I called once a month and kept getting the same answers or they would pass me on to another person who was to assist me but they never could. this has been on going for 3 years.

  Business Response

  Date: 04/28/2023

  April 18, 2023

  Dear *** *******:

  I am writing in response to the correspondence we received regarding the above referenced file.  I want to assure you that Roxborough Urgent Care is aware of the allegations made to your office and has thoroughly investigated this matter. 

  Our investigation determined that a payment was made by the patient followed by a payment from their insurance company.  I apologize that the need to refund the patient was not communicated to our appropriate employee. I can assure you that this was brought to the attention of the CFO and our Patient Access Financial Counselor.  

  I can assure that the refund of $120 is now being processed. 

  Please accept this correspondence as our written response to this complaint.  Should you have any questions please feel free to contact me.  

  Sincerely, 

  Director of Performance Improvement