Business Profile

Urgent Care Clinic

HCA Urgent Care

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Complaints

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

Customer Complaints Summary

181 total complaints in the last 3 years.
76 complaints closed in the last 12 months.

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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:10/21/2024
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 July 28th, I, ***** ******, went to the CareNow Urgent Center in *******, ******, *****. I have international insurance thats part of the ********************** network, but the CareNow providers refused to process my insurance through them. Instead, they made me pay for the service upfront in cash and told me I had to request reimbursement through my travel insurance. It felt like a way for them to get paid faster, as I was forced to use my debit card instead of them filing the claim through ********** Blue ********* make things worse, they didnt provide me with an itemized statement at the time of my visit. The front desk attendant, who was incredibly rude, just gave me a ***** number to call and request the statement. Since then, Ive called over five times, and each time they claim theyve mailed it, but its supposed to take about 15 working days because they send it by non-registered mail. Thats ridiculous, especially since I live in ***** and it shouldve arrived by now. But no matter how many times Ive tried, it never shows up in my mailbox. They also refuse to send it digitally, which seems really odd.The issue is that my insurance only allows reimbursement claims within 90 days of the service, and Im running out of time. Ive tried everything to get this itemized statement from CareNow, but they keep failing to deliver it. I need the statement immediately so I can file my claim.
Customer Answer
Date: 10/23/2024
Hello, Attached is the requested privacy form.
Business Response
Date: 10/25/2024
Thank you for the opportunity to address the consumer's concerns. Please note that we have forwarded this issue to the ********************** Leadership Team to assist in providing the information requested by the patient. Please have the PT reach out to us directly if we may be of further assistance after Central Billing responds to the request.
Thank You
HCA Urgent ******************************************** Team
*************************************************************************************************************
Initial Complaint
Date:10/07/2024
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.
act #******** statements, 11/4/2023 was sent after this was paid in full. stating $****** was owed. statement 12/4/23 statement $****** statement 1/3/24 $****** statement 3/3/24 $ ****** Total amount was paid in full during my initial visit over a year ago. 6/2/23. I paid a deposit/fee before being seen and paid in full after being seen. There were no medical services provided at this urgent care as I was seen by a nurse who checked my vitals and I was told to go to the ** in ********* and released. They decided to bill me at a wrong address for all these statements, falsifying what I owe and without detailed decryption as to what medical services were so called provided. This is Fraudulent activity and would like this purged and stop harassing and sending my personal detailed information to an address I do not live at.
Business Response
Date: 10/22/2024
Good Afternoon: Thank you for allowing us the opportunity to respond to this patients concern.

We have reviewed and discussed issues relevant to the experience with all appropriate staff.
Please note we have also corresponded directly in writing via **** mail on 09-14-24, and shared the outcome of the investigation with the patient.
Please have the patient contact us directly if we may be of further assistance at : (************************************************************************)
Customer Answer
Date: 10/22/2024
I am rejecting this response because: I did NOT recieve the **** @ my address. ***************************************** They are criminal and misleading with sending lettres to wrong address multiple times. Without correspondence here they are prolonging the situation. This is discriminatory and invalid response. I need a name of the person who sent this message, why are they hiding? Criminal actions. No one wants to be held accountable at this business.
THIS IS UNNACCEPTABLE>
Initial Complaint
Date:10/05/2024
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.
Just yesterday I went and had my blood pressure checked at *******. Checked it twice and the computer said for me to go to the pharmacy to have it double checked. So I did the pharmacist took me in a room double checked and it was still 194/97. He then tells me I really need to be seen and a walk in clinic should be able to help me or I could go to the emergency room but since I wasnt have any other symptoms other than a headache it would probably be cheaper and easier for me to go to a walk in clinic. But I should have it checked out today he says. Well I go down the street to a carenow. Show the girl at the front desk what my blood pressure was and she say oh yes we can see you for that. Give her my insurance card l. *** cant find it says they take my insurance but she couldnt find me in the system what ever so I would have to pay 180$ self pay and then give it to my insurance. They call me back do my blood pressure it was still about the same. Then leave me sitting in a room for over an hour. For a RUDE nasty little woman to come in take my blood pressure again still high can down slightly. And just proceeded to tell me I need to go see a primary dr. *** can do anything for me. Well then why take a 180$ from me just do the same thing the ******* pharmacist did for free?????? So basically they can just steal money from people and then tell them they cant do anything!!!!! I should have been told that at the front desk and I would have gone somewhere else!!!!!
Business Response
Date: 10/10/2024
Thank you for the opportunity to review the consumer's concerns. Please note that we have already received notice of his concerns via direct email to our ************************** Team. We have initiated an investigation and will correspond directly with the patient when our Tennessee Leadership Team reviews and provides the findings and outcomes.
Please have the patient reach out to us directly with any questions during this process.
************************************************************************
#******
Customer Answer
Date: 10/12/2024
I am rejecting this response because: No one ahas contacted me. And its not right for them to take money from me to just do the same **** thing a pharmacist did for me for free!!!! I deserve my money back!!
Business Response
Date: 10/14/2024
Thank you for forwarding the consumer's recent correspondence to us. We are in the process of completing the approved refund and corresponding directly with the patient.
Please have the consumer reach out to us directly if we may be of further assistance.
Thank you
************************************************************************
Customer Answer
Date: 10/17/2024
I am rejecting this response because: ************ has yet to contact me. And I dont trust this company to contact them! They are thieves! And it shouldnt take so long to refund me my money!!!
Customer Answer
Date: 11/01/2024
After receiving a refund care now has in turn sent me a bill for 164.00$. It also says they billed my insurance $464.00. Which at the time of service when they did nothing for me they told me they could not bill my insurance and had made me pay $180.00. Once again this company is crooks! And this is exactly why I would never deal with an issue directly with them. If they continue to torment my life I will get a lawyer and sue them!! Please help me get this matter cleared. Cause they are just trying to F with my credit!
Initial Complaint
Date:09/19/2024
Type:Sales and Advertising 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.
Overcharged at check in on 8/30. Registration desk stated I had not met my insurance deductible for the year, when I have. Showed the agent my account with my insurance company online stating that I had met my deductible. Charged me $195.20 at check in when I would only be responsible for 20% of the final charges. Also had to sign agreement that they could charge my card at any time in the future for any additional costs. Received explanation of benefits on 9/19 stating that I was only responsible for $40.20 for the urgent care visit. Contacted CareNow's billing department and they showed that a refund had been initiated and that I would be mailed a check. I asked that instead of mailing a check to have the amount refunded to the card that I used at check in. I was told they could do that, but it would take 3-4 weeks to process the credit card refund. I find this totally unacceptable. I can promise you that if my explanation of benefits came back saying I owed additional fees, they would have already billed my card for the amount due. There is no reason that a refund to the card that was used at check in should take 3-4 weeks to process.
Business Response
Date: 09/25/2024
Good Morning:
Thank you for the opportunity to review the consumer's concerns. We take all comments seriously, and will review this as quickly as possible. Our team has forwarded this to the Leadership of the *************** Office to expediate and review. We will contact the patient directly when the investigation is complete.
Thank you
HCA Urgent ******************************* Team
*************************************************************************************************************
Initial Complaint
Date:09/09/2024
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 May 2, 2024, I was seen at CareNow urgent care in **********, **. Invoice number ******** and billed for numerous procedures. After no relief or improvement of my condition and seeing a different provider days later, I found out that I was misdiagnosed and treated with the wrong medication and injections. The medical team sent me to their ER across the street stating it was an emergency and I did not need the exam. This has costs me at least a thousand dollars. I want care now to refund all copayments made $180 and waive the $100 bill they just sent me on account ********. It is irresponsible and unethical to inject the wrong medication based on the incorrect diagnosis and still expect to collect payment for a medical error. I want an itemized bill mailed to my home
Business Response
Date: 09/16/2024
Good Morning:
Thank you for allowing us the opportunity to review the consumer's concerns. We will forward the request(s) to the Medical ***************** team to investigate the patient statements in detail. We will correspond with the patient directly with the findings and outcome. Please have the patient contact us directly at : ******************************************************* with any additional questions during this process.
Thank You
Business Response
Date: 09/19/2024
Good Morning: Please note we have concluded our review of the consumer's concerns and corresponded directly with him in writing and have completed his requested actions . Please have the PT reach out to us directly if he needs any additional assistance.
Thank ************************************************* Team
HCA ******************** Care Corporate office
Initial Complaint
Date:08/27/2024
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 Carenow on 9/23/23 for some urinary issues a day after waiting for hours had to leave before I could complete labs so they had me go ahead and pay before I left because I went to Quest the following Monday. I was told this money was for lab work.Then in November I went back in for a follow up and was NOT TOLD they'd send my urine to the ****** May I got two bills from Quest stating that my healthy savings (discount program carenow offers) was not responding to their requests. For months I have received the runaround from Carenow *************** telling me they put in a ticket or even that it was resolved and paid for. That's not the case as I continue receiving bill reminders from Quest diagnostics.The last time I called I was told that *************** was trying to reach the Carenow location I went to because I paid them so where did the money go because Quest sure didn't receive it! Ans to not be told about the second bill really makes me mad as does the fact I paid the Carenow office for my lab work already!
Business Response
Date: 08/28/2024
Good Morning:
Thank you for the opportunity to review the consumer's concerns regarding her visit. We will forward these concerns to the ***************** Leadership team to review the account and the lab fees charged for investigation. The ***************** Team will reach out to the patient directly in writing with their findings and outcome. Thank you for your patient and time while we escalate this concern.
Respectfully,
CareNow **************** Team
HCA ******************** Care Corporate Office
**********, *******;
Customer Answer
Date: 08/28/2024
I will wait for them to get back to me first before closing this out just in case.
Customer Answer
Date: 08/28/2024
I am rejecting this response because: I would like them to get back to me with their findings before closing this out.
Customer Answer
Date: 10/18/2024
I contacted them by phone and no one has returned my call or reached out to me in any way
Customer Answer
Date: 10/19/2024
I have not heard from them. I called the office directly and have not received a call back.
Business Response
Date: 10/25/2024
Good Afternoon: This case is still under review: we will reach out to the ***************** Leadership to follow up on the outcome. Thank you

HCA Urgent ******************************************** Team
*************************************************************************************************************
Customer Answer
Date: 10/25/2024
I am rejecting this response because: I'm waiting to get a response back after this months long investigation.
Initial Complaint
Date:08/18/2024
Type:Delivery 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.
date of service 02/26/2024 Care now clinic in ********* Provider ******************* I have been calling the billing **** about this date of service and 02/28/2024 since 06/21/2024.My insurance called the billing **** about the above dates of service including 05/22/2024. The refund check was processed quickly for 05/22/2024. The other dates of services 02/26/2024- and 02/28/2024 last time I called the billing **** 2 weeks ago nothing has been done. I spoke to *** she said a request was submitted 2 weeks prior and the accounts have not been worked. I called 2 weeks ago she said allow 2 weeks for coding review. Still waiting. date of service 02/26/2024 my insurance denied claim. CPT code ***** was used. Per my insurance that is the wrong code, and I had a injection need a 25 modifier. Correct cpt code ********. And the corrected claim has not been resubmitted back to my insurance. I have been due refund on 02/26/2024 and 02/28/2024. Date of service 02/28/2024 denied for timely filing. I am due a refund $50.00 for both dates of service. Nothing is getting resolved. This provider is entering the wrong codes for all 3 dates of service. United Healthcare said this is fraudulent billing. Entering ***** for higher reimbursement payment. UHC denied every claim. Then sending me bills to paying additional $25.00. This clinic is violating the No Surprises act. As of January 1, 2022. I have been balance billed and I called my insurance. Get your c*** together. If the clinic is doing this to me and I know they are doing this to other patients.
Business Response
Date: 08/20/2024
Good Morning:
Thank you for the opportunity to review the consumer's billing concerns regarding her account. We have escalated this review to the ********************** Leadership Team requesting a review and outcome as soon as possible. We will update the patient as soon as we have an outcome regarding the investigation. Thank you
CareNow **************** Team
HCA ******************** care Corporate Office
**********, *******;

Business Response
Date: 08/28/2024
Good Afternoon:
We are updating the status of this consumer's concern. Please note our Billing Leadership Team has reviewed the account and has refiled/corrected the claim which will result in a refund to the patient.
Please have the PT reach out to us directly if we may be of further assistance.
Thank you,
CareNow Urgent ********************* Team
Corporate Office
**********, **
Initial Complaint
Date:07/22/2024
Type:Product 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 have received three invoices for a medical visit. The first was for $17, and I paid it online via credit card and received an email conformation including my account number and a receipt ID. The second was for $17, and I again paid by credit card and received an email conformation including my account number and a receipt ID. I then contacted the company via their website contact form to ask if the second bill was correct because it was for the same amount and they did not provide an itemized statement showing the previous amount had been applied. I did not get a response within a week so a contact them a again by the web form. I still did not get a response. Then I got the third invoice for $25.33 and it did have an itemized statement but did not show either of the previous payments. I called the customer service line and spoke with the human representative. She said that there was no evidence of my payment on the account. I gave her the receipt ID numbers but she said that the receipt ID number were not evidence of payment and I had to convince her to record the numbers as a comment on my account. She said I needed to send the proof of payment that I had to a email address that she gave me. I told her that my previous attempts to resolve the issue electronically had been ignored and I wanted to resolve it over the phone with a human but she said here was nothing she could do to help because she could not look up the receipt ID numbers so they were not proof of payment. I did send the confirmation emails to the email address she gave me but based on the previous experience with the company, and based on the hostile attitude of the representative, I feel that I need help in getting this issue resolved.
Business Response
Date: 08/01/2024
Good Afternoon: Thank you for allowing us the opportunity to review the consumers concerns regarding his account. We have escalated his concerns to the Central Billing Leadershp team for investigation. We will provide update on the account, or reach out to the patient if further information is needed. Thank you for your patience while we review this matter. Please have the patient reach out to us directly with any questions during this process. Customer Service Team, Corporate Office, *********
CareNowCustomerService@HCAHealthcare,com
Customer Answer
Date: 08/01/2024
Someone left a voicemail, but the person only provided a first name and no callback number to reach him, only to the automated line for the company. He said that $17 had been credited to the account, and said I still owe money. He did not say anything about the second payment of $17. I called the automated line to talk to a representative who said that the second $17payment had been made but it had been "split up" so it didn't show. She said that as per my previous request an itemized statement had been sent to me previously, but I never received it. I checked my spam folder for it and it was not there. She then sent a new itemized statement and I did receive that one.
Based on this newest statement, it does appear that one of the payments had been split among two account codes, but this new itemized statement was the first time I saw the issue. Now I am stuck needing to pay them $8.33, but based off of previous experience, I have no idea if they will actually transfer the payment to the account without me speeding hours on the phone and with BBB help requests.
I am requesting that CareNow waive any remaining payments associated with the 2/28/24 visit so we can cleanly end the matter without worry of them forgetting to apply future payments to my account.
Business Response
Date: 08/02/2024
Good Morning: our ********************** Leadership Team attempted to call the patient on 8-1-24 to discuss the payment postings to his account. There was no answer and a voice mail was left. We will attempt to reach out to the consumer again to discuss. Thank you
CareNow **************** Team
HCA ******************** Care Corporate Office
******, **
Customer Answer
Date: 08/03/2024
No call back number other than the automated call back number was left. Due to previous non-responsiveness of the company and doubts I have about legitimacy of the the small amount they say I still owe, I am requesting that the company waive any current or future charges to me associated with the incident.
Customer Answer
Date: 09/29/2024
CareNow sent me an updated bill for $8.33, which is what they say I owe. They did not respond to my request to waive the remaining amount. I am reluctant to make payment because I had to fight with them to finally acknowledge my previous payments. I do not want to be in a situation like last time where their representative told me that the receipt ID that was emailed to me after I made a payment online was not evidence that I had made a payment and that there was no record of the payment in the system. I would be OK with Paying the $8.33 just to be done with them, but my fear is that it would only be the beginning of more troubles. I would like for them to waive the payment. If they insist on the payment, then I need some action from them to guarantee that my payment will be recorded and my account marked paid in full.
Initial Complaint
Date:07/17/2024
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 the afternoon of May 4, 2024, I went to carenow urgent in ******* because my eyes were swollen. I showed the front desk my symptoms and asked if your clinic could treat the eyes, and I received a reply that we could treat the eyes. And then I paid $180. But when I went into the consultation room it took only *************************************** that they couldn't treat my eye and that you needed to go to the hospital. They didn't do anything for me and they charged me $180.
Business Response
Date: 07/22/2024
Thank you for allowing us the opportunity to respond to the consumers concerns. We take all comments seriously and are in the process of investigating. The case has been forwarded the the Area Market Leadership for investigation.
We will attempt to complete our review and respond directly to the consumer within (21) twenty-one business days. The patient can also contact us directly at :[email protected] this process.
Thank you again,
CareNow ******************************************************************************* *****
Initial Complaint
Date:07/08/2024
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 was out of town on 12-22-23 and got sick. I stopped at your CareNow clinic in *****, ***** right outside of *********** for treatment. I was informed that the clinic did not have the ability to do blood work, even though it was classified as an urgent care clinic. The physician stated that she wanted me to go to the emergency room. I informed her I was from out of town and was on our way home and would go to the emergency room when I returned home that day since I had my husband and dog with me. I had no where to leave my dog if I went straight to the *** Since I was not going straight to the ** from the CareNow clinic, the physician stated that she did not want to prescribe any medication since she felt would prevent me going to the *** I would have never stopped at an urgent care clinic if I knew they did not have the ability to complete blood work to be able to find out what was wrong with me and provide treatment. I informed the front desk that I did not have my deductible met on my insurance and the receptionist looked up my insurance and told me my part would be the $153 since my deductible was not met. After I returned home, I got an additional bill for $233.55. I want to file a complaint since I was informed my amount due for the visit was the $153 and because I was not able to receive treatment because of the inability to complete blood work and the physician refusing to prescribe medication for my symptoms because she felt that if I received medication, I would not go to the emergency room as she was recommending. I had informed her I would go as soon as I returned home so I would have somewhere to put my dog. I shouldnt have to pay the additional amount billed since I was told my part was the $153, which I paid at the time of the service. I sent an email and requested an itemized bill. I never got a response to my email and never got an itemized bill. I did make a $20 payment towards the $153 before I contacted them to contest the charge.
Business Response
Date: 08/22/2024
Good Afternoon:
We are updating our file to confirm we have corresponded directly with the consumer on August 19, 2024 regarding their concerns.
Thank you for the opportunity to respond to the patient. Please have them reach out to us directly at : ****************************************************** if we may ne of further assistance.
Respectfully,
CareNow **************** team
Corporate Office, *********
Business Response
Date: 08/28/2024
Good Afternoon:
We are updating our file to confirm we have corresponded directly with the consumer on August 19, 2024 regarding their concerns.
Thank you for the opportunity to respond to the patient. Please have them reach out to us directly at : ****************************************************** if we may ne of further assistance.
Respectfully,
CareNow **************** team
Corporate Office, *********
Business Response
Date: 08/28/2024
Good Afternoon:
We are updating our file to confirm we have corresponded directly with the consumer on August 19, 2024 regarding their concerns.
Thank you for the opportunity to respond to the patient. Please have them reach out to us directly at : ****************************************************** if we may ne of further assistance.
Respectfully,
CareNow **************** team
Corporate Office, *********

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HCA Urgent Care is NOT a BBB Accredited Business.