Complaints

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

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  ICare Emergency

  2955 Eldorado Pkwy Ste 100 Frisco, TX 75033-7202

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  ICare Emergency

  1325 FM 741 Forney, TX 75126-4328

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:09/18/2024

  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.

  We went to the ** on July 29th2024 after being told our emergency did not qualify as urgent care.Then the business over charged my insurance provider for around 3 or 4 hours of waiting, it charged 8000 my insurance lowered it down to 3000 and pay around 2000 my out of pocket is over 1000 just for blood test an echo and 3 or 4 hours of waiting.There are multpile reviews with the same situation, please investigate them they are inflating their prices.Feel free to contact me for more details. **** came through papayapay who is the third party responsible of billing.I've paid the bill because I don't want it to go to collections.

  Business Response

  Date: 09/19/2024

  Subject: Response to Billing and Service Concerns

  Thank you for sharing your concerns regarding your family member's visit to our emergency room. We highly value feedback, as it helps us improve the care and services we provide. I appreciate your responses to my previous emails,where I aimed to understand and address your concerns.
  Before I sent my earlier communications, my team had not informed me that during your initial call to our facility, you expressed a preference not to speak with me or the billing department. Additionally, you mentioned that you planned to file complaints with the Better Business Bureau (BBB), the *****************, and on ****** reviews. I regret not having the opportunity to discuss your concerns directly with you prior to this. I truly believe that open communication can lead to better resolution.

  Regarding your family member's medical care, the complaint they presented with required diagnostic testing beyond what is typically available at an urgent care facility, which is why emergency room treatment was necessary. Your family member did sign a consent form acknowledging this and was treated by an emergency room physician and nurse. I understand you mentioned the duration of your visit and the tests performed during your stay as a potential source of concern,and I can confirm that your family member received nine laboratory tests and two diagnostic imaging tests that are not performed in an urgent care setting.  

  Regarding your billing concerns-as an emergency room facility, our charges align with those of other freestanding or hospital-based emergency rooms. We aim for transparency in our pricing, and our pricing list is available on our website. Please know that we do not upcharge; all services,tests, and radiology procedures are billed consistently based on the diagnosis and CPT codes. Additionally, we accept the insurance-allowed charges and adjust our claims accordingly. It seems that your final balance due was determined by your insurance plans required deductible and co-insurance, after we completed adjustments which were made based on your insurance provider's allowed amounts

  Please do not hesitate to reach out if you have any further questions or if there's anything more we can assist you with.

  Sincerely,
  ***** *******, RN, BSN, MBA
  Facility Administrator
  iCare Emergency ***********