Complaints

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

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  HCA Urgent Care

  2850 Lake Vista Drive Suite 150 Lewisville, TX 75067

• 

  HCA Urgent Care

  3821 W Spring Creek Pkwy Plano, TX 75023

• 

  HCA Urgent Care

  2520 W. I-20 Grand Prairie, TX 75052

• 

  HCA Urgent Care

  7400 North MacArthur Boulevard Irving, TX 75063

• 

  HCA Urgent Care

  809 North Central Expressway McKinney, TX 75072

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:05/05/2025

  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.

  I am being unrightfully billed for services that were not provided. I requested a full refund via email and have not heard anything back. No services were provided at the time of the visit, and my daughter was turned away due to this office not having the correct medical equipment. I was advised to request a full refund by CareNow customer service. When I contacted them for the third time, CareNow billed my insurance for an office visit. I verified with BlueCross Blue Shield that CareNow claimed an office visit. This includes blood pressure and temperature checks. I don't believe this should qualify as an office visit when we were referred to another hospital with no services provided or treatment plan. The office staff referred my daughter to **** Childrens Hospital and still billed me insurance and charged my card for $180.00 It's been several weeks with no communication from CareNow.

  Business Response

  Date: 05/06/2025

  Thank you for the opportunity to review the consumer's concerns. We previously received communication from the PT and have already escalated this to the Leadership of the Dallas Market.  Results of the review are still in process, and we will correspond directly with the patient as soon as possible. Thank you

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

  Customer Answer

  Date: 05/06/2025

  I am rejecting this response because:   not completed or resolved.
  

  Business Response

  Date: 05/13/2025

  Good Morning:  We have completed our investigation and mailed correspondence directly to the consumer. Please have them reach out to us directly with any questions: **************************************************

  Customer Answer

  Date: 05/17/2025

  I am rejecting this response because:   No services were provided to my daughter and we were referred to another office for treatment. They also billed my insurance and sent be a bill for $163.43 on top of the original charges. I would like to request all information regarding this incident so that I may report it to the ***************************************. Including the internal investigation conducted by CareNow.

  Business Response

  Date: 06/03/2025

  Good Afternoon: ************************** Team investigated and sent the outcome response to the patient on 5-6-2025 to the address on file. 

  Thank you 

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

  Business Response

  Date: 06/06/2025

  Thank you for this update; however, we are concerned regarding the unsatisfactory closure of this case. When we received the concern, we opened a case file and  sent the concern to clinic Leadership.  A full investigation was completed regarding the allegations, case notes completed and a letter with  the findings and outcome were sent to the patient. Pls review and update the status of this case closure, as we completed due diligence in the investigation and outcome process. 

  Thank you 

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

  Business Response

  Date: 06/06/2025

  Good Morning:  We completed a full investigation by our Leadership Team regarding the consumer's concerns.  The visit to our facility was documented and charged appropriately, and we have corresponded by mail with the consumer.  We consider this due diligence and have closed this case. 

  Thank you

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

  Business Response

  Date: 06/09/2025

  Good Afternoon: 

  Thank you for the opportunity to respond to the parent's Comments.  Please note that we completed our investigation and correspond directly with the parent in a letter date May6, 2025.  

  Please have the parent reach out to us directly for any further questions they may have. 

  Respectfully, 

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

  Customer Answer

  Date: 06/12/2025

  I am rejecting this response because:   No services were provided and an internal investigation biased towards this organizations outcome is not acceptable. I was billed for entering the building and that's not acceptable. I want a full refund please. 

  Business Response

  Date: 06/13/2025

  Thank you for forwarding to us the Consumer's recent response. Please note that the patient my file a written appeal regarding the original outcome of our investigation for a second review of their concerns.  Upon written request to our corporate customer service team, we will re-submit the case fie to the  Chief Officer of the ********************** Team for final investigation, and mail the patient an outcome of the findings. 

  If the Patient wishes to appeal, please send written notice with request and desired outcome to: 

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

  Thank you

  CareNow **************** Team

  HCA ******************** Care Corporate Office

• Initial Complaint

  Date:05/02/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  I went to CareNow on August 12, 2024 and I paid a co-pay of $30. I had provided insurance and had assumed all I would need to pay was my copay and as I received no further correspondence I assumed the visit handled. Fast forward to the beginning of April when I received a bill for the full amount of $376 showing that insurance paid nothing. I immediately called to discover that they had the incorrect insurance information, I updated the insurance information and they said they would reprocess the claim and send an updated bill if there was one. On April 28th I received a text message saying I had a bill, upon logging in I saw a $46 bill amount owed and assumed that was my balance after the correct insurance had processed. Today, 5/2/25, my wife happened to be checking a credit card of ours that we rarely used and found two charges from CareNow, one on 4/1/25 for $150 and one on 4/23/25 for $180. I immediately called and was told that these amount plus the $46 I had paid was to cover my August bill. The first representative was very unhelpful and said that while they saw I called that there was no new insurance information. The second ****** we spoke with saw all the correct information and said that the claim was processing but despite this CareNow had decided to split the bill into two payments which they processed on their own and to bill us for the remaining amount. None of this was made clear when I called as soon as I received the bill and called. I also don't know why the first correspondence I received regarding an appointment in August 2024 was in April of 2025. When I called to check with my insurance today they said they had received no claims from CareNow. So bottom line, I need to be refunded my $376 as I paid a copay during my visit and there should be no further charges.

  Customer Answer

  Date: 05/06/2025

  Per a follow up call with CareNow yesterday 5/5/25 - When I spoke to them on 5/2, they said the claim was sent to the correct insurance on 4/2. Yesterday, they told me that they had sent it to the wrong insurance on 4/2 and had supposedly sent it to the correct insurance on 5/2. I continue to get different information whenever I speak with someone.

  Business Response

  Date: 05/14/2025

  Thank you for allowing us to review and investigate the consumer's billing concerns. Please note that a full refund is being processed and will be mailed to the consumer in 7-10 business days. Thank you 

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

  Customer Answer

  Date: 05/16/2025

  I have reviewed the business response and accept this resolution as long as the check is issued as promised.

• Initial Complaint

  Date:05/01/2025

  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.

  Urgent care visit on 02/01/2025 and I paid the $20 copay. Later, my bank account was debited $180.00. I called CareNow on 02/18/25 to inquire about the $180 fee. I was told that I was charged the fee because there was no ordering physician. My discharge documents listed the ordering physicians name which I gave to the CareNow representative. I was told that it would take ***** days to resolve the issue. Today, May 1, 2025, I spoke with a CareNow customer service person (****) who told me that they are still working on the issue. My ********** Advantage representative (******) had a three-way conversation with ****** and I on April 1, 2025, for 32 minutes, and CareNow was informed that my visit on February 1, should have been covered except for my copay which I paid the fee.

  Business Response

  Date: 05/05/2025

  Thank you for the opportunity to review the consumer's concern. Our ************************** Team works closely with the *************************** Please note we have ensured this has been escalated to the Leadership of the billing team for  additional filing with the insurance payor for their review.  We will update the billing account and reach out to the patient as quickly as possible. Thank you 

  Customer Answer

  Date: 05/05/2025

  After reading the response from the CareNow corporate headquarters, I am, for lack of a better word, dubious concerning their answer. Therefore, I would like to decline the offer at this time and request the BBB to please not close the case until I  have a more definitive answer. I have been dealing with this company for nearly three (3) months with no communication and certainly not a resolution.

  Customer Answer

  Date: 05/07/2025

  I am rejecting this response because:  After reading the response from the CareNow corporate headquarters, I am, for lack of a better word, dubious concerning their answer. Therefore, I would like to decline the offer at this time and request the BBB to please not close the case until I  have a more definitive answer. I have been dealing with this company for nearly three (3) months with no communication and certainly not a resolution. 

  Business Response

  Date: 05/14/2025

  Our ********************** Leadership Team has verbally contacted the patient insurance directly. Patient insurance will be reprocessing the claim. We will take further action when insurance has bee adjudicated. Thank You 

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

  Customer Answer

  Date: 05/14/2025

  I spoke with my insurance company (*****) on 5/12/2025 and was told that I did not owe any money except for a $20 copay which I paid on 02/01/2025. So I am not sure what CareNow is referring to by the statement of waiting for the insurance adjudication.

   

  Customer Answer

  Date: 05/16/2025

  I am rejecting this response because:  I spoke with my insurance company (*****) on 5/12/2025 and was told that I did not owe any money except for a $20 copay which I paid on 02/01/2025. So I am not sure what CareNow is referring to by the statement of waiting for the insurance adjudication. 

  Business Response

  Date: 06/03/2025

  As of 5-14-25 the Leadership of our corporate central billing team resubmitted the patient's claim for adjudication. More time is needed for the insurance payor to respond. TY 

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

• Initial Complaint

  Date:04/29/2025

  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.

  I went to this facility on Wednesday, April 23, 2025 and 11:40am. I was seen by **************** I went in with a bug bite that had formed a know under the skin. I thought is was possible cellulitis. When the *** came in i explained everything and she states " you can't get bit by a bug there. That is not from a bug bite that is a mass and needs to be removed immediately.". I was then given two sheets of paper, 1 was a referral to a General Surgeon, and 1 was for a ultrasound. When I asked where I should go for an ultrasound i was told to ****** it. Again the paperwork stated I had a mass, tumor and needed immediate removal. I found a place for the ultrasound, but the orders were not filled out correctly. They had no proper medical code for the imaging place to use. I was asked to call Care Now and get the orders corrected and faxed over. I called 7 times and was placed on hold for 45 plus minutes each time. I told the receptionist what I needed and that I had called x times and she said "yea, we're busy" put me on hold and never would come back. Thankfully the imaging placed work with me and I got in to my primary care *** ******* it is now 1 week later and I have yet to hear ANYTHING from the ** at CareNow. Guess what it is cellulitis!!!!!! I needed antibiotics. Not a surgeon. She didn't even listen to me!!!! First a reputable ** would NEVER tell someone they have a mass and then just send them off! Second what if I didn't have a PCP and I was STILL WAITING for follow-up care??????? I could be septic by now. Do better! You have lives at stake here. I want at least 1/2 of my payment this facility refunded as I was not properly treated or listened to.

  Business Response

  Date: 05/02/2025

  Thank you for the opportunity to review the consumer's concerns.  Feedback from our patients regarding their experience helps us provide quality care to the community we serve. Please note that we will escalate this concern to the ********************** Team for review. Our goal is to respond back to the patient directly within 21-business days. Please have the consumer reach out to our ********************************* team directly for any questions during this process. Thank you. 

• Initial Complaint

  Date:04/23/2025

  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.

  MD Now -Corporate Office ***************************************************************************************** RE: Location : ****************************************** RE: Patient: ******* ******** Patient ID: ******** I am writing to dispute a fraudulent charge of $180, which was processed on 3/25/25. In addition, an additional amount due appears on a statement of $185.00 I have only had 2 appointments at this *********** 1st visit was on 3/7 , treated by *** ****** Manchester., diagnosed with bronchitis. She did not call in my prescription for antibiotics. I called the office everyday for 6 days, Each day I was told that the *** on site would look at my file and call me. No one ever called in the prescription and no one ever called me.Due to lack of the prescription that was never called in, I had to make a 2 nd appointment , now the bronchitis is pneumonia. This appointment was on 3/15/25. The front desk kept insisting that I pay the full $180 for the visit. I offered to pay $50, as I was only back due to their negligence and inability to follow through by calling in a prescription,. They finally agreed to the $50 , this charge of $50 was processed on 3/17.I paid the $50 and was seen by *** ****** ******. I received an antibiotic shot.MD Now has falsely charged my credit card another $180 on 3/25. I was never there nor did I have an ************** addition to the fraudulent charge of $180, processed/charged to my card on 3/25/25. I have also received a statement indicating that I owe an additional $185.00 I never went back after 3/15.I am owed a refund of the charge of $180 processed on 3/25/25.I had 2 appointments, and have had 3 charges placed on my credit card,Visit 3/7- charged $180. VALID CHARGE Visit 3/15- agreed reduced fee paid $50.00 VALID CHARGE I have a 3 rd charge on my card -3/25- $180- INVALID/FRAUDULENT ********* ADDITION , THERE IS AN ADDITIONAL CHARGE OF $185 ON MY STATEMENT ACCOUNT AT MD NOW.******* ******** ***********************************************

• Initial Complaint

  Date:04/14/2025

  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.

  On 11/25/24 I went to the CareNow in ******* after being sick for 5 days with a high fever of 103, cough, extreme fatigue, etc. I paid about $100, was given a strep and flu test (which was negative), told I had pneumonia, and given a prescription for antibiotics. Four days later I was so much worse that I went to a different urgent care, paid $150, got a chest x-ray, found out I had a serious case of pneumonia and the prescription I was given by Carenow wasn't even enough to treat an ear infection. I have also been told by multiple doctors since then that it is impossible and irresponsible to diagnose someone with pneumonia without a chest x-ray. I missed weeks of work recovering and later got a bill from Care now for over $250 additional to what I already paid them. I have no doubt that they're price gauging and worse is that their doctors do not know what they are doing. This is extremely dangerous as I was so sick I should've been hospitalized. It all probably could've been avoided with proper treatment initially.

  Business Response

  Date: 04/17/2025

  Thank you for forwarding the consumer's concerns regarding her visit to CareNow.  Please note that we previously reviewed this concern and corresponded directly with the patient on January 8, 2025.  If the consumer wishes to file an appeal of the original outcome, please have the consumer correspond with us directly at the below email. Upon receipt of a written request, we will submit the additional reasons and appeal to Corporate medical Leadership for a second. review.  

   

  Thank you 

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

• Initial Complaint

  Date:03/25/2025

  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.

  I took my daughter to a local care now urgent care and I was double charged for the service. I have been dealing with the corporate office for months, trying to get a refund, but they will not issue it. They keep requesting proof of payment which I have provided, but claim it is not sufficient. The payment was made by *** from my insurance yet they still charged my personal card. They are stating they will only issue a refund with a paper check, but a paper check does not exist with an EFT. My insurance company has spoken to them twice to provide proof of payment as well.

  Business Response

  Date: 04/17/2025

  Thank you for allowing us to review the consumer's concerns regarding the billing/ payment on the account.  We have submitted this concern to the Leadership of our ******************************** to research the payment posting and the account. We have requested the billing team reach out to the consumer when the account has been investigated. 

  Please have the consumer reach out to us directly at ************************************************************************.  Thank you 

  Customer Answer

  Date: 04/17/2025

  I am rejecting this response because: I have spoken to their corporate customer service at least half a dozen times over the last six months and have had my insurance company contact them directly multiple times as well. I have provided every piece of documentation they requested except for their most recent, which does not exist. They are requesting a copy of a paper check of the payment which does not exist because the payment was made by ***. I do not believe me contacting them again will resolve anything after every attempt I have made thus far.

  Business Response

  Date: 04/30/2025

  Good Morning:  ************************************ reached out again to the consumer on 4-30-25 and left voicemail w detailed contact information to attempt further follow-up regarding the account. 

  Thank you 

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

  Customer Answer

  Date: 04/30/2025

  I am rejecting this response because: you left a message stating that you do not believe you received an overpayment. However, my insurance has provided you more than once a record of payment. The $160 I owed was lumped into one total payment because the payment was split between insurance and the *** funds tied to my insurance plan. The additional $160 your charged my **** was an overpayment. Do not call ***** ***** phone number. You need to call my number **********. I am the financial responsible party as the patient is on my insurance and my ***** has already given Care Now consent over the phone to add me to the ***** release.

  Business Response

  Date: 05/01/2025

  This new rejection response from the consumer has been escalated again to the Leadership of Central Billing to ensure the most update phone contact information and additional request to contact again is completed. Thank you

• Initial Complaint

  Date:03/17/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On February 28th, 2025 I visited this facility unaware of how grossly awful they were expecting just routine urgent care experience. They said one person was ahead of me. The one person went with a doctor after about 30 minutes. I got continued to wait for several hours watching them take in non white patients ahead of me. I asked the lady if I could just leave and she said she would refund my payment and there would be no further charges. I just recieved a bill statemetnt date 3/8/2025 after the manager called to argue with me over my negative online review. The business decided to send me a bill for $180.00 with no services or otherwise rendered. I attempted to call the number on billd after 30 minutes of trying to get through the compute prompts that obfuscate being able to reach someone I tried calling the facility. 5x's i called the facility and they refused to get manager saying that there was no one working in charge of the facility. This company is a scam. I do not owe them anything I did not have any services or otherwise rendered if anything they should owe me for my time and lost of health having to deal with these horrible awful argumentative and dangerous people at this company who only aim to hurt people.

  Business Response

  Date: 03/24/2025

  
  Thank you for the opportunity to review the consumer's concerns.  Feedback from our patients regarding their experience helps us provide quality care to the community we serve. Please note that we will escalate this concern to the ********************** Team for review. Our goal is to respond back to the patient directly within 21-business days. Please have the consumer reach out to our ********************************* team directly for any questions during this process. Thank you. 
  

  Customer Answer

  Date: 03/24/2025

  I am rejecting this response because:   this appears to be MO a customer comes in, has horrific experience, leaves without being seen as the person working the counter says she cancel everything.

  Several weeks later a random invalid bill comes and the business makes it absolutely impossible to speak to someone.  The. business in office refuses to get a manager telling there is no managers at the facility and to contact a toll free number.

  The toll free number takes over an hour to reach someone and they are argumentative and combative and kick the can back to the hmoffice,

  This business appears to not be licensed as.a health facility according to state of texas,  They have no real regulative body to contact.  They insist there is zero management and as long as they have my info blackmail me for having entered their facility.

  I have no did not use their service the lady ended everything after a several hour wait without being seen.

  Yhe only acceptable answer is that this was error and they will cease and desist communication and and further attempts to collect a fictitious bill.  I owe them absolutely nothing.   Again,  they did ZERO. Nothing I agreed to nothing and was never seen.  They only attempted to bill me after leaving a negative ****** review.  

  Business Response

  Date: 04/09/2025

  Thank you for the opportunity to review the consumer's concerns.  Feedback from our patients regarding their experience helps us provide quality care to the community we serve. Please note that we will escalate this concern to the ********************** Team for review. Our goal is to respond back to the patient directly within 21-business days. 

  Please have the consumer reach out to our ********************************* team directly for any questions during this process. Thank you. 

  Customer Answer

  Date: 04/14/2025

  Company sent me a new bill today.   I still totally main I have never had services performed by this business.  They are extremely unethical and I will absolutely not pay this company $1 regardless of how long they punt on the fact that I did not receive service.  The lady refunded my money while I was in the building since they DID NOT SEE ME.  They sent me a bill for services not rendereed serveral weeks after I filled a. online ****** review for the companies practices.  ************ is abusive and unethical.  They are trying to blackmail my credit for a service that was never rendered.

  Business Response

  Date: 04/15/2025

  Please note that we have completed a review of the account and authorized full  adjustment. We have corresponded directly with the PT. Thank you 

  CareNow **************** Team

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

  Customer Answer

  Date: 04/15/2025

  I am rejecting this response because there is no plan to move forward. 

  The first ***** I spoke to said 30 days too. Now this person in this complaint said the same thing at a bare minimum there should have been some progress made not another 30 days. 

   This is just a way to kick the can down the road to avoid providing a remedy so no action ever is taken and they can ruin my credit.

  I spoke to ***** yesterday for Care Now and they said that they knew there was no service performed by them.  They knew they refunded the money paid for me at visit of $40 because there were no services rendered.  They then proceeded to send me not one bill for $180.00 but now two.  They are  threatening to file against my credit unless I pay them for services I never received without even naming what the charge is for.  To make the matter worse the business can't even tell me what the $180.00 fee is atually for it's just a feed with no explanation.  Certainly this can't be acceptable by any standard.  There is no middle of the road.  I did not receive or participate in and business with Carenow and they are charging me $180.00.  The only factual outcome since they can't even name what the charge for is to resolve the matter as nothing do a billing error on their part.

  This can't possibly be an acceptable middle of the road.  A business sends a bogus random charge and then the acceptable middle ground is for them to be able to target my credit unless I pay for services not rendered because they keep saying whenever there is a inquiry they need another 30 days to investigate.  This is absolutely outrageous.

  Customer Answer

  Date: 04/15/2025

  I didn't see the business actual message in the last message all i saw was "if you are not happy with the business outcome".

  II went back and reread in case I missed the sentence "Please note that we have completed a review of the account and authorized full  adjustment. We have corresponded directly with the PT. Thank you"
  
  If this means there is nothing do then I accept their response.

  *****

  Business Response

  Date: 04/15/2025

  The balance on the account is being cleared. Thank you 

  Customer Answer

  Date: 04/15/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/17/2025

  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.

  When I went to Care Now on *** and ****** ** on 02-06-25,the lady doing the front desk too my insurance information. She told me as I had not met my deucyible I would have to pay $180.00. I paid it and went in to see the doctor. The X-ray technician was out with the flu so no one could take a chest X-ray. Doctor told me it was sinus infection and bronchitis. I received a steroid shot, 5 tablets of **********, 100 mg of *********** of which did nothing and cough syrup. Ended up having to see my primary doctor on p2-19-25 as their treatment at ******** did not help me? I received another bill today 3-17-25 from Care Now saying Zi owe ?$140.00? They told me my insurance would not pay anything but they lied, they charged $577.00 for an office visit? Ridiculous. They never told me they were doing that? I do not feel I should have to pay them extra money as they did not give me or tell me anything about $577.00 for an office visit or zi would have left? These people are scammers.

  Business Response

  Date: 03/24/2025

  Good Afternoon: 

  Thank you for the opportunity to review the consumer's concerns.  Please note we take all patient notes seriously, and  we have initiated a case file to review the concerns.  We will submit the case to the Market Leadership, and correspond with the patient as soon as the investigation is complete. 

  Thank you

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  Customer Answer

  Date: 04/03/2025

  I am rejecting this response because:   Care Now Experity went into my bank account on 3-31-25 and debited my checking account for $130.54? I did not authorize this. Care Now better credit my bank account or send me a check for $130.54 or I am reporting it as fraud?

   

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

  Business Response

  Date: 04/09/2025

  Thank you for the follow up message regarding the consumer's concerns.  Our Leadership Billing Team is in the process of reviewing her account at our ***************** as well as a review taking place at the ************* level.  We will be corresponding directly with the patient as soon as the investigation is completed. 

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  Customer Answer

  Date: 04/10/2025

  According to my last call with customer service complaints last week with Care Now, the Care Now *** told me that as Inpaid the $180 for my visit, that was my self pay amount without using insurance?  She said no insurance of mine should have been filed with ********** Blue Shield but Care Now went ahead and billed my insurance of which was a double billing according to the customer service *** of **********************. She was supposed to let the complaint **** know about this .

  Customer Answer

  Date: 04/15/2025

  I am rejecting this response because: According to my last call with customer service complaints last week with Care Now, the Care Now *** told me that as Inpaid the $180 for my visit, that was my self pay amount without using insurance?  She said no insurance of mine should have been filed with ********** Blue Shield but Care Now went ahead and billed my insurance of which was a double billing according to the customer service *** of **********************. She was supposed to let the complaint **** know about this .  

  Business Response

  Date: 04/28/2025

  Thank you for the request for an update regarding this consumer's concerns.  Our Customer Service Team, as previously reported,  escalated this concern to the Leadership of the clinic's Market to review and substantiate the complaint . An update to expedite and resolve was also requested by our Team on 04-24-25 upon receipt of this notice.  We will update the consumer directly as quickly as possible. 

  The patient may contact us directly at the below address if we may answer any additional questions during this process.

  Thank You 

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  Customer Answer

  Date: 04/28/2025

  Care nows customer complaint **** has not given me feedback on this double billing situation?

  Business Response

  Date: 05/02/2025

  Leadership has reviewed the case and has authorized a refund to the PT. We will be corresponding with the PT directly. Thank you 

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• Initial Complaint

  Date:03/15/2025

  Type:Customer Service 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.

  I went in to receive care. After not being seen for over an hour, I asked the front office if they forgot about me. They said they were busy with someone with "multiple injuries" someone who should have gone to the ** anyway. I guess they told the doctor I was complaining and she rushed in, saw me for about 1 min, asked no questions, did not feel my swollen lymph nodes, and diagnosed me with "allergic rhinitis" despite being sick for 10 days, getting worse every day, despite my green snot and ****** flem, the intense sinus pressure, past fevers, and despite the fact that my son and boyfriend got sick before me so it's clearly contagious and not allergies. I did not receive a proper diagnosis, she rushed through the appointment to get back to the "multiple injuries" and I did not receive the proper medication to treat my symptoms where the sinus pain was a 9 on a scale of 1-10. There is no way she completed the full assessment required for the full bill to go to my insurance.

  Business Response

  Date: 03/24/2025

  Good Afternoon: Thank you for the opportunity to review the consumer's concerns.  We take all comments seriously and appreciate them taking the time to share their comments.  Please note that we have initiated a case file for the concerns, and have forwarded the information to the Medical Market Leadership team for a detailed review. Upon completion, we will update and correspond with the patient directly with the findings and outcome. 

  Please have the consumer reach out to us directly with any questions during this process. 

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