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

  5644 Preston Road Frisco, TX 75034

• 

  HCA Urgent Care

  5106 N President George Bush Hwy Garland, TX 75040

• 

  HCA Urgent Care

  565 West I-30 Garland, TX 75043

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  HCA Urgent Care

  1559 W. Main Street Lewisville, TX 75067

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:08/25/2022

  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 took my daughter in on 08/03/2022 for a routine sports physical. Tina Moore PAC did her exam and I explained to her my daughter had recently been diagnosed with asthma after having an asthma attack at a softball lesson. During her lesson we were unaware her seasonal allergies had taken a toll on her, she never had an asthma attack before then. I answered the sports physical to the best of my ability and Tina felt because I had the "yes" checked on the boxes that I did, it was best to refer Sara for an Echocardiogram. I asked if this was really thought to be necessary or best and Tina assured me that without this my daughter could be one to drop dead on the field without further warning. She then advises to wait a few days and someone will reach out to schedule. I called on 08/05 to see if we could get this scheduled prior to school but no referral had been sent. I was referred to XXX-XXX-XXXX for questions. When I called them, they said that is not really what that line is for and the order would need to be created from CareNow LakeWorth and referred me back to them. I called Care Now LakeWorth and they said they would create and send it to Cooks allow a week or two for someone to call me back. I called Cooks on 08/16 and they still did not have the referral, so I called the XXX-XXX-XXXX again was advised thats not what they do. I called CareNow Lake Worth on 08/16, 8/17, 8/18, 8/19, 8/23 and 08/24. On 08/17 the nurse tech assured me she created the order. On 08/18 I called cooks they still did not have it and said Care Now could fax it directly to XXX-XXX-XXXX. I called back to Carenow and advised them of the direct fax number and the nurse tech said she would note it and have the Dr call me back. As of 8/25 no orders or referrals have been sent. I just need them to process this so we can move forward

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 6, 2022/08/29) */
  August 29, 2022
  
  
  Better Business Bureau of Dallas and Northeast Texas
  
  RE: *****, ***** #XXXXXXXX
  
  Dear Better Business Bureau:
  
  Thank you for allowing us the opportunity to respond to this patient's concerns. Out of respect for the patient's privacy and the HIPAA standard (45 C.F.R. part 160) we are unable to disclose the details of the case with you. We have reviewed and discussed issues relevant to the experience with our staff directly. Our referral department was notified, the concerns were addressed and the parent was contacted via phone to ensure satisfaction. Should the patient need further assistance, her mom will need to contact our offices directly.
  
  Sincerely,
  ********* ****
  Operations Assistant

• Initial Complaint

  Date:08/25/2022

  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.

  Checked in @ Care Now Urgent Care, , **** w ***** ** ., NLV NV. My emplue
  employer, Anthem only provides virtual insurance cards.,.Tri-care for Lifed does not issue insurance cards; you are suppose to use Social Security #. Front Desk Reps pushed back and said it's against policy to accept my insurance. Arrived @ 10:30pm and as of 12:36 still had not received Care .I believe Front desk Reps not informed & have not been trained properly. Ended by walking out and will have to receive care elsewhere

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 14, 2022/09/26) */
  Thank you for allowing us the opportunity to respond to this consumer's concerns. Out of respect for all patients' privacy and the HIPAA standard (45 C.F.R. part 160) we are unable to discuss publicly. We have responded to the patient directly in writing. However, consumers may reach out to us directly at **************@hcahealthcare.com for further assistance.

• Initial Complaint

  Date:07/26/2022

  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.

  On June 11, I went to a provider location that was not for the Coppell, TX location but in Conroe, TX. The location I visited was contacted prior to the appointment and they had me sign up using the online app *********** and put all my information in that app. I made clear that I was a resident in another state and had them check my insurance information. Though an insurance that they accepted, this was an out of state situation and my deductable had not been met. I was told that I needed to pay for the visit in advance, which I did. I was happy with the staff and services in Conroe. A month later, I received a suspicious statement saying that I owe an additional $362 which has the logo of CareNow. It has a return address of Brentwood, TN 37024. It has a "Mail your check" address of Atlanta, GA 30374 that shows every indication of being a virtual PO Box (clear HIPAA violation if true). Neither of these addresses matches the corporate headquarters PO Box address on the CareNow website in Coppell, TX. There is a payment portal URL that does NOT match the portal in the *********** app. The account number does NOT match the *********** app. The URL of the statement doesn't know what my email is. The statement indicates that my health insurance is managed in Texas, which it is not. IF my heath insurance had been managed in Texas, I am told from my insurance provider, my co-pay would have been $50. Two claims were submitted to my insurance totalling $718.86 and they were both denied. The average cost of an urgent care visit in Texas is $200 and consulting my Arizona doctor, I was told additional labs for my visit completely unnecessary. The visit claim amount to my insurance didn't show my payment, though it did show on my suspicious statement. This would have been paid by insurance without question if I lived in Texas. I believe this is a fraud attempt and I owe nothing to this company and there is no reason a reply to the fraud attempt would violate HIPAA.
  

• Initial Complaint

  Date:07/18/2022

  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.

  On XX-XX-XX I went to CareNow due to an illness and I wasn't sure if I had COVID and wanted to be tested. Before I went in I called to make sure that the facility accepted my insurance and was in network. I was told yes and I would have to meet a $50 copay (which was paid at the time of the visit.1. In March I received a bill for $434.64. I immediately contacted them and said that I shouldn't be responsible for $434.64. I was given REF#XXXXXXX and told that this would be sent to AR for adjustment and would also be resubmitted to my insurance. Also, I was told by my insurance (CIGNA) that due to COVID that any provider should not be sending patients bills if it was COVID related.2. Again in April I received another statement with a balance of $375.00. The insurance had paid an additional $59.64 but CARENOW had not adjusted the remaining balance. Again, I contacted them (X-X-XX) and explained that I was disputing these charges. They said it would be sent for review to leadership and I should be contacted by someone. I was given REF#XXXXXXX for the phone call.3. In May i received another statement with a balance of $375.00. I contacted them on 6-8-22 and spoke with SO RAY who said she was a supervisor. I provided all the information regarding the previous phone calls and told her I had phoned several times and no one had contacted me or addressed my concerns/complaints. She told me it would be sent to an AR MANAGER for review and I would hear back. Again that never happened. 4. On X-XX-XX I received a letter from a collection agency for the $375.00.The reason I am filing a complaint is I believe that this business is misleading consumers and providing false information to get patients to use their clinic and telling them that they will only have to pay their copay and then sending them a huge bill after the visit. As a matter of fact I reviewed consumer reviews on the business and there are many complaints about the same complaint that I am making.

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/07/25) */
  July 25, 2022
  
  
  Better Business Bureau of Dallas and Northeast Texas
  
  RE: ****** ***** #XXXXXXXX
  
  Dear Better Business Bureau:
  
  Thank you for allowing us the opportunity to respond to this patient's concerns. Out of respect for the patient's privacy and the HIPAA standard (45 C.F.R. part 160) we are unable to disclose the details of the case with you. We have reviewed and discussed issues relevant to the experience with our staff directly. We have received the concerns and appropriate recommendations have been made to staff where needed. In addition, we have authorized the balance to be cleared. A letter was mailed to the patient with the outcome. Should the patient need further assistance, she will need to contact our offices directly.
  
  Sincerely,
  ********* ****
  Operations Assistant