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Business Profile

Emergency Room

Surepoint Emergency Center Fort Worth South

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Emergency Room.

Complaints

This profile includes complaints for Surepoint Emergency Center Fort Worth South's headquarters and its corporate-owned locations. To view all corporate locations, see

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Surepoint Emergency Center Fort Worth South has 24 locations, listed below.

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    Customer Complaints Summary

    • 10 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:04/10/2025

      Type:Order 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 am not accountable for the debt associated with WOODLANDS EMERG. There is no contract between me and WOODLANDS EMERG, and they have not provided the original agreement as requested.

      Business Response

      Date: 04/21/2025

      We would greatly appreciate the opportunity to address your concerns and learn more about your specific experience. If you could kindly reach out to our customer service/billing team with any details, we would be grateful for the chance to investigate the matter thoroughly and work towards a resolution - ******************************************** / **************.

    • Initial Complaint

      Date:03/17/2025

      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 went in because I had the flu and wanted to get tested for the flu and Covid. They did a nose swab and a steroid shot. My bill was $13,801,72. This is an absolute scam and this business needs to be reported for insurance fraud. My insurance paid them $12,463.53 and I still owe $1348.19.

      Business Response

      Date: 04/10/2025

      A member of our billing team will be reaching out to discuss this complaint. We're very sorry to hear about your negative experience at Surepoint. We would greatly appreciate the opportunity to address your concerns and learn more about your specific experience. If you do not hear from our representative we would ask that you kindly reach out to our customer service team with any details, we would be grateful for the chance to investigate the matter thoroughly and work towards a resolution - ******************************************** / **************.

    • Initial Complaint

      Date:08/16/2024

      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 went to this emergency room on 7/11/24 for an ear infection. Treatment was fine. They billed through my insurance who isnt covering the majority of it which is ridiculous but expected. However, I am unable to pay the bill. I have the money. I have received emails and texts with links to my statement but it does not contain an account number for me to use on the portal for payment. I called the help number on the statement which directed me to leave a message which will be answered today, but then says the mailbox is full and cant record any more messages. I want to pay the bill but have no way of doing so. This may affect my credit if it becomes overdue.

      Business Response

      Date: 08/16/2024

      Hello, 

      I apologize you had an issue getting in contact with our billing department. I have reached out to you directly and we were able to get the payment processed. 

       

      Thank you, 

    • Initial Complaint

      Date:04/15/2024

      Type:Billing Issues
      Status:
      Unresolved
      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.
      Complaint: 21569293

      I am rejecting this response because: I asked for a copy of correct billing. I want to see what are the actual charges. 

      Regards,

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

      Business Response

      Date: 04/15/2024

      Good morning, 

       

      The claims are still in process, this is not the balance you owe at this time. The claims will be processed and your insurance company will determine what your out of pocket cost is for the visit. We are following up with our billing department to check the status of when the claims were sent to your Cigna insurance. 

       

      Thank you, 

    • Initial Complaint

      Date:01/30/2024

      Type:Billing Issues
      Status:
      Unresolved
      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.

      Complaint: 21218112

      The patient name is *************************** 05-16-1973

      Business Response

      Date: 01/30/2024

      Good morning, 

      I can have our billing department review your claims. I will need you to provide the patient's name and date of birth so I can get this looked into. 

       

      Thank you, 

      Business Response

      Date: 02/02/2024

      Thank you for the information. We will have our billing department do a coding review. 

       

      Thank you, 

      Customer Answer

      Date: 02/09/2024

      Complaint: 21218112

      I am rejecting this response because:

      I have not been contacted in a timely manner.

      Regards,

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

    • Initial Complaint

      Date:11/10/2023

      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.
      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.

      Regards,

      *****************it around $20,000 of bill to the insurance company for what amounted to changing a bandage. There was no imaging done, no removal of the nail or any stitches.I contacted them to discuss. They said they would review. I haven't heard back in over a week and called yesterday to follow up. I left another voicemail (on their outgoing announcement they say that calls received between 8-4 will be returned during that same business day). I have received no callback.I would like this matter and place looked into as the practice of billing this much for essentially "changing a band-aid" seems egregious.Any assistance on this would be greatly appreciated.Regards,*****************

      Business Response

      Date: 11/10/2023

      Hi *************, 

      We had a billing review done on the claims that were submitted to your health insurance and it was determined everything was billed correctly. Your insurance company applied the visit to your deductible and co-insurance. I will reach out to you today to discuss a resolution for this balance. 

       

      Thank you, 

    • Initial Complaint

      Date:10/02/2023

      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.
      Complaint: 20682122

      I am rejecting this response because: I need a letter that says all  accounts with this company have been settled after it was agreed that I pay $150 for the second bill of $317. I  want to make sure this does not come back to haunt me  later down the line and to have a letter in writing that all accounts have been paid will help me to close this out.

      Regards,

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

      Business Response

      Date: 10/02/2023

      Good afternoon, 

      I have left a voicemail for the pt's mother to call me back and we will assist in getting this account paid. 

       

      Thank you, 

       

      Mandy

      Business Response

      Date: 11/15/2023

      I emailed the patient's mother confirmation that the account balance is zero. 

       

      Thank you, 

      Customer Answer

      Date: 11/16/2023

      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.

      Regards,

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

    • Initial Complaint

      Date:08/10/2023

      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.

      Complaint: 20451256

      I am rejecting this response because: 

      My complaint was closed as 'Answered Assumed' because I did not respond within six calendar days. However, I'd like to bring to your attention that I have still not received a final bill from Surepoint, despite the considerable amount of time that has passed since my ER visit on March 23, 2023.

      Furthermore, on August 10th, I received an email attachment titled "EMER Grand Prairie - POWJO000 - ******** - Itemized Bill," which does not reflect the amount discounted by my insurance company. I have been informed by *********************** from Surepoint that this attachment does not constitute the final bill and that I should wait until I receive an official bill through the mail which has not been forthcoming. That email is attached herein.

      Regards,

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

      Business Response

      Date: 08/10/2023

      Good afternoon, 

       

      We were able to obtain the requested billing documents from our billing department and they have been sent to the patient this afternoon. 

       

      Thank you, 

      Business Response

      Date: 11/15/2023

      Good afternoon, 

       

      According to our billing department the statements have been sent out to your home address. 

       

      Thank you, 

      Customer Answer

      Date: 12/07/2023

      Complaint: 20451256

      I am rejecting this response because:

      I am writing to you in reference to my complaint (ID #********* filed against Surepoint Emergency Center, concerning the ongoing issue of not receiving a final bill statement for services rendered on March 23, 2023.

      Despite Surepoint's claim on November 15, 2023, that the statements have been dispatched to my home address, I hereby confirm that I have not received any such documentation to date. This continuous neglect and misinformation by Surepoint not only exacerbate my concerns but also demonstrate a clear lack of accountability and customer service on their part.

      I am deeply concerned about the potential adverse effects this situation may have on my credit score, given the substantial delay and apparent lack of communication on Surepoint's part. It is imperative that I receive a clear and itemized statement reflecting the amount discounted by my insurance, which was promised yet not delivered.

      Therefore, I respectfully request the Better Business Bureau to reopen my complaint and assist in ensuring that Surepoint Emergency Center adheres to ethical business practices by providing me with the necessary billing documentation promptly. This case is not resolved and requires further attention.


      Regards,

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

      Business Response

      Date: 12/18/2023

      Good morning, 

       

      I have received the billing statements back from the billing department. I have emailed the two statements over to your email address. 

       

      Thank you, 

    • Initial Complaint

      Date:05/01/2023

      Type:Customer Service 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.
      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.

      Regards,

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

    • Initial Complaint

      Date:01/30/2023

      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.

      Better Business Bureau:

      Their VP called me and said they had lots of turn over and didnt know what was going on but I had talked to numerous people. They removed the billing issues.

       

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Regards,

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

      Business Response

      Date: 02/28/2023

      The billing issue was resolved with the patient.

    Surepoint Emergency Center Fort Worth South is NOT a BBB Accredited Business.

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