Urgent Care Clinic
HCA Urgent CareThis business is NOT BBB Accredited.
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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.
If you've experienced an issue
Submit a ComplaintThe 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:06/25/2024
Type:Product IssuesStatus: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.
This location asked me to scan a ** code and stated that was how I would check in. After scanning the ** code it brought up what it wanted me to fill out, so I did. Then the lady behind the counter asked me if I signed in and I said yes. I showed her and she said, "Oh that's not us". I told her the ** code she showed me to scan was what I scanned per her instructions. I asked that she go and talk to someone because it asked for my CC information. She came back a few minutes later and stated I would have to call my ********** and that she couldn't do anything about it. She then said "This is not the first time this has happened" and she removed the sign to take it to the back. Long story short this was done on a Friday and I have no other cards. My CC said it would take 7-10 business days to receive my new card and it took exactly 10 days. I had to go in and change all of the businesses I had tied to that card and it was a nightmare. When I received the bill in the mail for $44.60 I called and spoke to a woman named ****** on 5/30/24 and she said someone would get back to me no later than 2 weeks. I asked for all of the trouble that it put me through that I believed I should not have to pay the $44.60. Here we are almost 4 weeks later and I received a response letter in the mail stating they would not be giving me an adjustment. All I asked for was the $44.60, not the $50 I paid. Now looking back I should have said I want a full refund, but I'm not that type of person. I just wanted them to compensate me for all that I had to go through.Business Response
Date: 07/18/2024
Good Morning: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 ************************************************************ this process.
Thank you again,
CareNow **************** Team
Urgent Care Corporate Office, **********, *****
Customer Answer
Date: 07/18/2024
I am rejecting this response because I was ignored by the lady I first contacted. She told me someone would return my call in ***** hours, which never happened. It wasnt til two weeks later that they sent me a response stating their employee did nothing wrong and they were sticking by their decision. The girl in the clicnic specifically told mysel and my girlfriend that it has happened once before so they removed the ** code and out it in back. Meanwhile I had to go without using my card until I recieved a new one which was 10 days later. I havd no faith that they will respond.
I'm not asking for anything more than the $44.60 for the inconvenience. With also having no use of my card I also had to call everyone I have on autopay and hange all of that too. What a pain!
Business Response
Date: 08/22/2024
Good Afternoon:
Thank you for the opportunity to respond the to consumer's concerns. please note we have corresponded directly on July 23, 2024 with the patient regarding the findings and outcome of our investigation.
Please have the patient reach out to us directly if we may be of further assistance: ************************************************************************
Thank you
Customer Answer
Date: 09/24/2024
I have reviewed the business response and accept this resolution.Initial Complaint
Date:06/21/2024
Type:Sales and Advertising IssuesStatus: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 3/19/2024, my spouse ****************************** was seen at an urgent care. We paid a one-time payment of $97.66. (Screenshot of receipt included) Some weeks later, we received a notice that we had a bill of $245.49, statement on 4/10/2024, with a due date of 5/10/2024. We had all intentions to pay this bill before the due date.4/26/2024, a debit of $180 was taken from my card used for the one-time payment to the clinic. This transaction was not pre-authorized by me and at the time, overdrawn my account causing a $34 fee from the bank. The address and phone number associated with the transaction were not in any relation to the clinic we had used or information on the bill, so I called my bank to flag the transaction as fraudulent. Some days later, I called to pay the balance to CareNow, and instead of $245.49, my new balance was $65.49, I asked to speak to a supervisor and asked for an explanation of how $180 was paid when it was the first time I called. I was told that I signed a consent for the billing department to withdraw funds for any future bills automatically, which I could not find any receipt of this agreement. I called the bank and asked them to close the fraud dispute. I then paid the $65.49 to Urgent Care and was told as of 5/26/2024 that I now owed the full amount of $245.49 & that my funds had been fully refunded to my account, for some reason that has yet to be explained. Problem is that card was closed out the day I reported to my bank back in April. I had asked to be refunded to a new account or new card and was declined by the medical company. As of today, neither the bank nor the medical company can account for where the funds are at and I am still being billed for the $180. I was refusing to pay an additional $180 until my funds are fully returned to me.Business Response
Date: 06/28/2024
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. We have also submitted this concern to the Billing Leadership Team for review. We will attempt to complete our review and respond within (21) twenty-one business days. Please have the patient contact us directly at CareNow ********************************* during this process."Customer Answer
Date: 06/28/2024
I am rejecting this response because:
I am following up regarding the status of this issue which was supposed to have been escalated over 2 weeks ago. I am not confident that this process is any closer to being resolved than when it first started. 21 additional business days is unacceptable while I continue to wonder where this money is at and why its taking such a long amount to time to get either to my bank or back to pay out the balance on this account.
Theres no explanation why this amount had been refunded to a card that was closed. My bank says there are zero attempts to refund any amount to the closed card.
Business Response
Date: 07/01/2024
Thank you for sharing the consumer's response to us. We definitely have escalated this to the proper Leadership Team in the ********************** to determine how the charges occurred and completing a review for the refund request. Thank you for your time and patience. ******************************************************Customer Answer
Date: 07/01/2024
I am rejecting this response because the escalation was supposed to have been done over 2 weeks ago.Customer Answer
Date: 08/19/2024
I followed up with the company multiple times and on 8/15/2024 was told that my bill was brought to a zero balance.Initial Complaint
Date:06/12/2024
Type:Product IssuesStatus: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 visited the CareNow urgent care facility in *****, ***** on 6/7/24. Prior to the visit, I filled out an online check-in form and was notified the facility was ready to see me. Upon arrival, I had to wait 30 minutes before being taken to one of the rooms, despite my completion of the online check-in process and despite me being notified that the facility was ready to see **** provided my insurance information (including photos of the front and back of my insurance card), as requested, during the online check-in process. It was clear no one ran my insurance because, when I arrived, I was told i would need to pay $175 just to be seen (my deductible has been met and this is far in excess of my in-network copay, per my insurance). As I was in serious pain at this time, I paid the $175 just to get some assistance with my health concern. The woman at the front desk assured me that, if the amount she collected for my copay was incorrect, I would be reimbursed--though I was never given any information on when or from whom this reimbursement should be expected. Again, this is after she clearly made no effort to run my insurance to confirm what my copay should actually be.I received sub-par treatment. The PA who examined me told me, simply, that her recommendation was I "go see a doctor". She additionally told me what she thought might be the reason for my pain, which ended up being incorrect (and, thankfully, I did see a more qualified provider who was able to give me an accurate diagnosis and prescribe me the necessary medication).Following this visit, I reached out to HCA Healthcare (which owns CareNow) to inquire about the $175 copay issue which was a clear over-charge and to address the issue of the poor care I received at this facility. I have not received so much as acknowledgment of my inquiry thus far.Customer Answer
Date: 06/13/2024
I authorize BBB to use and disclose to the business protected health information related to the BBB complaint I have filed to the extent necessary to assist in the resolution of my complaint. I also authorize BBB to use information about my experience for research on marketplace practices, which may lead to publication of aggregate and demographical data but will not result in the publication of protected health information.
I understand that:
1. This authorization to disclose or use my information for complaint resolution purposes expires upon the closing of my complaint.
2. I may revoke this authorization by giving written notice to the business and BBB.
3. If I revoke this authorization, then the BBB might not be able to proceed with its efforts to assist me in resolving my complaint.
4. My treatment, payment, insurance enrollment and eligibility for benefits are not conditioned on signing this authorization, but the information I have authorized may be necessary for BBB assistance.
5. The BBB may re-disclose the information it receives consistent with the BBB Privacy Policy, in which case HIPAA or state law may no longer protect this information.Customer Answer
Date: 06/14/2024
Hello,
I sent the completed privacy form yesterday, 6/13/24, both via email and as "more information" on this complaint. Is there another way the form needs to be submitted? Under the section titled "What is the Next Step?", there is a note saying no further action is needed from me at this time. However, I have received a message about the authorization twice now (once yesterday, 6/13/24, and once today, 6/14/24).Thank you.
Customer Answer
Date: 06/25/2024
Hello,
The business has been in contact with me directly and we are now working on a resolution.
Thank you.
Business Response
Date: 06/27/2024
Thank you for the opportunity to review the consumer's concerns. Please note we are in the review process and will contact the patient directly. Thank you
Customer Service *************************************************** Coppell TX
Customer Answer
Date: 06/27/2024
I have reviewed the business response and accept this resolution.Initial Complaint
Date:05/31/2024
Type:Product IssuesStatus: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 the Instacare on 9/22/23 for my eyes. I was told I had pink eye and was given eye drops. It did not treat the issue, so I ended up at an eye dr a few days later and was diagnosed with a few different things. I'm not paying this Instacare bill due to being wrongfully diagnosed. I disputed this bill on 1/16/24, spoke to ****, and then again on 2/15/24, spoke to ***** because I had been sent another bill. I have received no communication since then until now. I received another bill over the weekend and then a collections notice from MediCredit yesterday. I called CareNow Urgent Care billing yesterday and spoke to **** who was suppose to call me back today but I have yet to get a call. I called myself today and spoke to ***** who told me I could not talk to anyone in their grievance department and that **** and his boss were gone for the day. I'm tired of jumping through hoops to get this bill dissolved.Customer Answer
Date: 06/10/2024
Hello,
I apologize, I was out of town but Ive since attached the release form.
thanks,
alyssa
Business Response
Date: 06/13/2024
Thank you for giving us the opportunity to respond to the consumer's concern(s) Please note that we previously corresponded with the patient regarding her concern, and requested additional information for our review which we did not receive. Please note we have reached out to the patient again requesting the information needed to reopen her case. When we receive the additional records we will be glad to reopen the case and complete a detailed review of her concerns. Please have the patient reach out to us directly with any questions or if we can provide any further assistance during this process. Thank you
CareNow *************************************************** ******, *******;
Customer Answer
Date: 06/14/2024
As previously mentioned, the only attempt they made was a letter they supposedly sent me in February, which is not actually true since it was never received. Since my complaint, they sent the February letter but post marked 5/30/24 and I included those attachments. CareNow can chase down documents if they want to.Customer Answer
Date: 06/14/2024
I am rejecting this response because: As previously mentioned, the only attempt they made was a letter they supposedly sent me in February, which is not actually true since it was never received. Since my complaint, they sent the February letter but post marked 5/30/24 and I included those attachments. CareNow can chase down documents if they want to.Business Response
Date: 06/17/2024
Thank you for sending us the consumer's follow-up response. The Consumer has provided us with the information to request additional records for the case. We are in the process of requesting those records and will update and correspond with the patient as soon as we have the necessary information and resolution for the case. Thank You: CareNow **************** TeamBusiness Response
Date: 06/23/2024
06-24-2024 : Upon receipt of the additional records necessary to review the consumer's concerns, we have completed a detailed investigation and have corresponded directly with the PT via US Mail regarding our findings and outcomes. Thank you, **************** Team, ********************** **********************************Customer Answer
Date: 07/22/2024
Hello,
Im not getting anywhere with the business. Ive requested a second level appeal but they continue to send me a bill directly from them and also through collections. The lady Ive been communicating with has since ghosted meCustomer Answer
Date: 08/19/2024
Has this request been closed out? I still have yet to get an email, call, text, or anything in the mail from themBusiness Response
Date: 10/01/2024
Thank you for the opportunity to review and respond to the consumer's concerns. Please note we have corresponded again with the patient via email, and attached the (2) previously mailed letters (via USPS) to ensure receipt of our correspondence.
Thank you,
CareNow ************************** Team
*************************************************************************************************************
Customer Answer
Date: 10/11/2024
I am rejecting this response because: ***** ***** with CareNow has been the one communicating with me when she feels like communicating I guess. I sent many emails back in July requesting a 2nd level appeal and that I would get the state involved if needed. I have been ignored since then until she decided to send an email to me on 10/1 about me not receiving a letter, which was not true. Ive since responded back asking about my emails from July and am being ignored again.Business Response
Date: 10/14/2024
Thank you for forwarding the consumer's recent correspondence to us.
Please note that we have completed the original review process of her initial concerns, which the consumer then appealed. Per the consumer's request, we escalated her concerns, and again reviewed the case a second time. We have corresponded directly with the patient and provided both outcomes to her.
Thank you
HCA Urgent ********************* Team
Customer Answer
Date: 10/14/2024
I am rejecting this response because: They have not completed the 2nd level appeal that was requested back in July. I have all email communications saved and have been ignored consistently by ***** *****.
ill be reaching out to my legal team at work on next steps for getting the state involved.
Customer Answer
Date: 11/26/2024
I have not received any sort of communication from Care NowBusiness Response
Date: 12/02/2024
Thank you for forwarding the consumers recent communication. Please note that we have responded to the PT via this BBB portal on 6-13-24, 6-17-24, 6-23-24, case was closed satisfactorily by BBB 7-3-24. We then responded again to the PT on 10-1-24 and 10-14-24, as well as mailing the consumer direct communication with our outcomes.
The original outcome and her appeal outcome were both sent to the PT via **** mail. Below are the outcome communications as indicated in this portal: :
" Thank you for forwarding the consumer's recent correspondence to us.
Please note that we have completed the original review process of her initial concerns, which the consumer then appealed. Per the consumer's request, we escalated her concerns, and again reviewed the case a second time. We have corresponded directly with the patient and provided both outcomes to her.
Thank you
HCA Urgent ********************* Team**Please ensure the consumer receives our responses via this portal and we request BBB close the case. Thank you
HCA Urgent ********************* Team
Customer Answer
Date: 12/02/2024
I am rejecting this response because: I have been requesting a 2nd level appeal since July and will gladly send over the ongoing email thread that shows that ***** ***** with Care Now has continued to ignore my emails on many occasions regarding this request.
I was never notified of the BBB complaint closed out, so thats also an error.
Im going to call the ************************* to file a formal complaint with them as well.
Initial Complaint
Date:05/13/2024
Type:Service or Repair IssuesStatus: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 visited this Care Now location in April - before visiting I was informed the cash pay price was $180. The $180 was paid BEFORE I saw the medical professional. Due to the poor service by staff, I decided NOT to get any lab work performed/done at this location. Before leaving the clinic, I checked out and declined the lab work. A few weeks later I received a bill stating there were "insurance payments" and a request for an additional $140. I do NOT have insurance, so who paid??? I contacted their billing department on 5/1/24 - they stated they CAN see the $180 but they have to put in a ticket to correct the issue and they CONFIRMED that I was charged for lab work.Customer Answer
Date: 05/14/2024
Release of InformationBusiness Response
Date: 05/29/2024
Thank you for the opportunity to review the consumer's concerns. Upon review of the billing account, it was determined the consumer's concerns regarding the additional charges was substantiated. Please note we have submitted an adjustment request to our ********************** authorizing the balance on the account to be cleared. Addressing our patients concerns are an important component of our commitment to quality improvement. Thank you for bringing these issues to our attention. Please have the patient reach out to us directly if we may be of further assistance. Thank you CareNowCustomerService@HCA Healthcare.comCustomer Answer
Date: 05/29/2024
I have reviewed the business response and accept this resolution.Initial Complaint
Date:04/25/2024
Type:Sales and Advertising IssuesStatus: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.
04/18 I called the clinic to see what the office visit would cost for a doctor's ************ after vomiting for almost 4 days which was turning into blood and was told it would be $180. I logged on to the website to set the appointment. Received a text a few minutes later saying to come on in. Upon arrival, I filled out the required paperwork and asked if I could go ahead and pay now as it was getting late and I would likely have to go to the pharmacy which was closing in a little over an hour. The girl at the desk said she would collect when I got called to the doctor. Shortly thereafter, she said they were ready to see me and she would collect the payment. She then said that I had a past due balance. I told her that there was a payment arrangement in place and I had just made a payment yesterday which I showed on my phone. She had never heard of these people and demanded an additional $50. I protested given that I was in horrible pain and only had $265 in the bank. After attempting to get the payment confirmed with the billing department, I finally gave in and paid it. To be clear, I had visited twice while the arrangement was in place without issues. Thankfully, her delaying treatment over $50 did not cause further harm, but I worry about someone else coming in and being "extorted" could be serious. I confirmed the following morning that she was untrained and not qualified to be working as a health care provider. I wrote a very unfavorable ****** review hoping to get someone's attention but it never occurred.Customer Answer
Date: 04/25/2024
Attached HIPPA ReleaseBusiness Response
Date: 06/06/2024
Opening an *************** case for Patient to be reviewed by leadership. The average days for Leadership to conduct a thorough investigation for the Patient is 21 business day. Depending on findings the case could be concluded in less time or more time but the average is 21 business days.Customer Answer
Date: 06/06/2024
I am rejecting this response because:
No one has contacted me. I have reached out to the corporate office attempting to resolve this.
Business Response
Date: 06/13/2024
Thank you for allowing us the opportunity to review the consumer's concerns. As we previously responded, we have escalated the concerns and are in the process of investigating the information provided by the consumer. We will follow-up and complete our review and respond as soon as the review is completed. Thank you
CareNow **************** Team/
Corporate Office
*********
Customer Answer
Date: 06/14/2024
I am rejecting this response because:
I am expecting a full refund of the $230
Customer Answer
Date: 08/02/2024
I have not been able to see what clarification you are requesting? I am authorizing you to send requested clarification even if it contains any HIPPA related information to my work email address if possible **************************** ********************** or to this address which I do not check on a daily basis.
I can tell you that I have not received any communication from CareNow or any affilates that I am aware of - to confirm my cell phone number is and has been for 20 years, I use it for my job and I am required to answer and/or return any missed calls, my voicemail was full between June 13th and June 24th while in the hospital, but the phone was in the hands of my girlfriend/"wife" of 40 years and she gave me many messages which I followed up on the phone while in the hospital. I was in the Hospital being treated for 5 ulcers, Esophagitis Grade #3 and also a gall bladder that will have to be removed soon. I have been getting a great deal of calls regarding ********************************* most of which are barely understandable due to overseas labor. I can also say that due to poor, overpriced service and having to buy a replacement phone for one that was stolen, I switched carriers on July 25th, but the number remains the same. As I stated above, I have not received any communication from the business, by phone, email, or US mail. So if they are claiming they tried to call, they are lying. Please provide the required clarification by phone ************ or at *****-********************* in order to resolve what I believe is malpractice, denying treatment which turned out to be a serious stomach issue that was not treated properly. I have had to visit 2 other UrgentCare centers since the incident. I did walk in once while at the nearby *** store and the girl was still there, insuring I will make the further more painful drive to other places,, but I am quite sure they don't need my money, given their multiple delayed replies to the BBB requests.
Customer Answer
Date: 08/02/2024
No the business has never contacted me regarding this case. I answer all phone calls since I work as a contractor for the federal government and am required to answer all phone calls. They have nor contacted by ******* or Email. IF I am on an important call, I always call the number back and also respond to all emails. If they are telling you otherwise, they are lyingBusiness Response
Date: 08/12/2024
Good Afternoon: We have responded to the Patient via written correspondence and provided a refund July 9, 2024. Thank you for allowing us the opportunity to address these concerns. Thank you: Customer Service Team, ******************** Care Corporate Office **********, *******;Customer Answer
Date: 08/13/2024
I am rejecting this response because:
I received a $48 refund- not even close to the $230 I paid and given I have since found out that I seriously dangerous stomach problems which were not checked I will be be forwarding the $1541 billInitial Complaint
Date:04/23/2024
Type:Sales and Advertising IssuesStatus: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 had an injury at work. Work denied it as being a work injury - though I certainly disagreed. That morning our HR had given me the denial letter after all of the orthopedic appt efforts were denied b/c they, too, said it was a work injury. I went to CareNow the next day when the pain was not improving. Before I could see a clinician, the tech took my ** (though not the other vitals he reported) and then the clinic admin/manager arrived to tell me that my injury was a work injury and I must leave. She would not consider my denial letter. She told me to pay ~$350 or leave. I left. They wrote a note that I had just left the appointment - "abandonment." Then they just made up a note about my injury that included various previous injury assessments, though written as if this was the current injury/complaint...which it was not.I have asked REPEATEDLY - at various departments/levels - that this be corrected to reflect what actually occurred, and yet nothing has been done.Customer Answer
Date: 04/25/2024
I did send to them a clarification and someone did finally call me. They added an addendum to note, though it is not quite accurate. I sent this as clarification and thought this might also clarify my report to you.
As we discussed - and apparently not clearly reported to my email - I went to the appointment planning to use my insurance because - while it was certainly a work injury - my work denied it being a work injury from the moment I reported it while leaving work on 7/2. They provided me with the denial letter 7/3 - that I took with me and no one would view - so that I might finally be able to get an assessment of my foot injury, because all medical providers were insisting that I had to go through worker's comp - yet my work adamantly insisted that was not an option.
Customer Answer
Date: 05/01/2024
I have again requested that the highly erroneous clinical note that they manufactured on the date of my 7/3/23 visit be removed or solely reflect what was actually done and said. She notes that she would be unable to do that since it's a clinical note and somebody else would have to do that, but she did say she would contact the person that would be able to do that and add an addendum to reflect what I had reported. she did add an addendum, but it wasn't accurate and this is the email that I sent trying to get that corrected.
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Initial Complaint
Date:04/02/2024
Type:Billing IssuesStatus: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 visited a CareNow clinic for a standard service (UTI testing), and was told upon arrival that I would pay a $180 upfront fee for my visit, which I did (as shown in my debit account statement document included below). This seemed relatively standard. Three months later, I have received a second bill for $70 (included below) which says that the initial amount I had to pay was $791, but that I had payed $721, which is flat out incorrect. This additional $70 not only contradicts the reality of my visit, but also the Self-pay service pricing that CareNow advertises on their website, and what I was told during my visit. I'd like the bill to be resolved immediately.Business Response
Date: 06/11/2024
ETT ******: PER PAYMENT NOTIFICATION FORM: ACTIONS BY STAFF WERE APPROPRIATE FOR DOS 10-24-23 W NO AUTH FOR ADJ TO THE ACCOUNT. I WILL CORRESPOND W THE PT AND CLOSE THE ***** ************
Self Pay Patients
Payment is due at the time of service. Our office visits range from $180 to $350, but may be
higher depending on the exam and any additional labs, x-rays, injections, supplies and/or
procedures. You will be responsible to pay in full for all services provided today.Initial Complaint
Date:03/27/2024
Type:Service or Repair IssuesStatus: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 January 23, 2024, I went to CareNow on 635 & Midway to be access for bronchitis. I saw the attending physician and I explained to her that I have bronchitis. She listened to my lungs and brought out an nebulizer for a breathing treatment. I explained again that I have bronchitis and I get it every year. She listen to my lungs and said, "you sound a little bit better!" She sent me home wheezing and sick. On January 26, 2024, I went to CareNow on ****************** to be access for bronchitis. The attending doctor immediately sent me seen by a radiologist. X-Rays confirm what I had been saying all along. Except my bronchitis was on the verge of pneumonia. If the attending doctor at the first CareNow had listen to me and just to the time to go an extra time, I could have avoid be further sick. On January 29, 2024, I submitted an online compliant via CareNow's website and I receive a response stating, "someone one from PMT will respond to be directly in 21 days. I have heard from anyone. Therefore, I reached out to customer complaint informing them that I hadn't heard from anyone and I received radio silence. I put my complaint on the CareNow locations website; however, I notice it was taken down. So, somebody knows about my situation.Customer Answer
Date: 04/04/2024
Authorization to Release Health Information.
Thank you,
*****************************
************
Business Response
Date: 06/28/2024
Thank you for the opportunity to respond to the consumer regarding her visit. Please note that our ********************** Team has reviewed the concerns and issued a refund to the patient which is being processed. Please have the patent reach out to us directly if we may be of further assistance. Thank you: CareNow **************** team, *************** ******* *******, *******; *******************************************************Customer Answer
Date: 06/28/2024
I am rejecting this response because: I am owed an explanation regarding the doctor's lack of care for a patient who had asthma, which almost turned in to pneumonia. She allowed me to leave the facility still wheezing. I told her I had bronchitis and she ignored me. This is a prime example of how black people don't receive the proper health care by a doctor. At least say, "although we can't go into specifics, we do care about our patients health and well being. Our doctors sign a Hippocratic Oath to "First, Do No Harm" to our patients..." This is how you right the wrong of your insensitive doctor.Initial Complaint
Date:03/16/2024
Type:Billing IssuesStatus: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 visited CareNow on ***************** on Dec. 23, 2023 for a physical exam for the health insurance reward program through ************* see att. Im insured through my husbands work, as well as my own see att. There I was informed they could not put my insurance on file; I had to pay $65.00 and could request reimbursement with the insurance afterwards. I paid $65.00 using my credit card.I was called in by a Nurse, asked preliminary questions. I was then informed they couldnt help, because they didnt have my patient history on file. I was directed back to the front desk, where I was informed that my visit was free of charge, since they couldnt help. The credit card transaction was voided and I was provided with two receipts the earlier charge, and the voided transaction.On Jan. 12, they suddenly charged my credit card and I found a Request for Payment in the mail, dated Jan. 8 see att. I called the location on Jan. 13, and was told that they couldnt help with this, I had to call the billing ***** in *****. When I said that that would be my word against theirs (I thought I had tossed the receipts at that time), the lady looked into the system and said that I wasnt seen by a Dr. that day. She then told me that she would send a note to the billing ***** I should just call them after MLK Day, just be sure. I called on Jan. 17, but the billing ***** was not aware of anything. They would look into it and verify the information with the location. I would then receive a refund in the mail the following week if the information that I gave turns out to be accurate. I was told I could dispute the charge with US Bank, which I did. This is still pending.My husband called the billing ***** again on Jan. 24. The representative could only confirm that the invoice had status disputed and she did not know when this would be resolved. There was no interest in the receipts.To date, I have received no communications from CareNow or a refund.Customer Answer
Date: 03/19/2024
*************************Business Response
Date: 03/20/2024
Thank you for the opportunity to review the consumer's concerns. We take all comments seriously and appreciate the opportunity to address the patient's notes. We have reviewed the the account in detail and the charges incurred. Our Accounts Receivable team has processed a refund and will mail the check directly to the patient. Our apologies for the delay and inconvenience. Please contact us directly if there is anything else we can assist with. Thank you for your time and patience.
Respectfully,
CareNow **************** Team
********************************************************************************************
Customer Answer
Date: 03/20/2024
I have reviewed the business response and accept this resolution.Business Response
Date: 03/25/2024
Thank you for the opportunity to review and correct the account for this consumer. Please note that we have authorized and initiated a refund to the patient and corrected the concern so the card will not be billed again in error for this visit. Please have the consumer reach out to us at ******************************************************* with any additional questions. Thank youCustomer Answer
Date: 05/30/2024
To Whom it May ***************** am writing to request reopening of my complaint filed in March, 2024, #********.
Background:
On 3/16/2024 I filed a complaint against CareNow, which was resolved on 3/20/2024 by sending me a refund check of $65.00 for erroneous billing (for services not rendered). However, several weeks later I received a Request for Payment in the mail, generated on 3/22/2024, for the same services.
I reached out to CareNow multiple times to correct this. Since this hasn't resolved the issue to date, I filed a new complaint with Better Business Bureau on 5/28/2024. This was qualified as a duplicate complaint, and closed for that reason.
I would like to reopen the original complaint, if possible. Due to new developments - CareNow putting the charge back on my account after refunding the charge - the matter hasn't been resolved.
Thank you in advance. If there is a different route I should take, or additional information is needed, please let me know.
Best regards,
*******************
**************************************************************************************Customer Answer
Date: 06/09/2024
Unfortunately, right after CareNow cut me a refund check for $65.00, they added this charge back to the account, as I learned weeks later through a new Request for Payment in the mail. This request was generated a couple of days after they cut me the refund check. I called several times,explaining this matter had already been resolved, but there was no record of this or the check that was cut. It went into the standard ***** days wait period to investigate, despite of me sending a link to my BBB-complaint and the check I received per email. At the very end of the 45-day period they finally cleared the balance, as I learned after another phone call with CareNow on June 6, 2024.Customer Answer
Date: 06/09/2024
Unfortunately, right after CareNow cut me a refund check for $65.00, they added this charge back to the account, as I learned weeks later through a new Request for Payment in the mail. This request was generated a couple of days after they cut me the refund check. I called several times,explaining this matter had already been resolved, but there was no record of this or the check that was cut. It went into the standard ***** days wait period to investigate, despite of me sending a link to my BBB-complaint and the check I received per email. At the very end of the 45-day period they finally cleared the balance, as I learned after another phone call with CareNow on June 6, 2024.Customer Answer
Date: 06/09/2024
Unfortunately, right after CareNow cut me a refund check for $65.00, they added this charge back to the account, as I learned weeks later through a new Request for Payment in the mail. This request was generated a couple of days after they cut me the refund check. I called several times,explaining this matter had already been resolved, but there was no record of this or the check that was cut. It went into the standard ***** days wait period to investigate, despite of me sending a link to my BBB-complaint and the check I received per email. At the very end of the 45-day period they finally cleared the balance, as I learned after another phone call with CareNow on June 6, 2024.
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