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

  600 Horizon Road Rockwall, TX 75032

• 

  HCA Urgent Care

  301 W. Main Street Frisco, TX 75036

• 

  HCA Urgent Care

  2675 N Belt Line Road Irving, TX 75062

• 

  HCA Urgent Care

  2851 W Lyndon B Johnson Fwy Irving, TX 75063

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:12/04/2023

  Type:Order 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 the CareNow at **** ******** in ******** on 11/9/2023. was having arm pain and my heart was racing. When I told them I was self-pay, they said I was Tier 1 and charged me $180. While there I received an exam and was given a flu test, covid test, and an ***. They decided I should go to the *** On my way out I was told the *** brought me up to a Tier 2 ($235). So I paid them the difference of $55. I have now received another bill for $115. After calling billing I was informed I was a Tier 3 ($350) and the difference is $115. She told me the difference in Tiers could be found on the website. I found them and I did not receive any of these procedures. I did get an *** which is listed as Tier 2. Which is also what I was told as I left and I promptly paid. Billing has said they cannot change the Tier that I was assigned after I left and paid in full They said they cant make any changes at all. She also could not tell me what procedure or test performed would have bumped me up to Tier 3. So there has been zero explanation of this additional charge. My records and the notes on my visit do not reflect any of the items listed for Tier 3. I called the local clinic who said they cant make any changes and said to call billing. But billing already told me they cant do it. It is very unethical to add charges with no explanation and that can not be defended with proof of additional services. All the records reflect a Tier 2 visit, the front desk told us we were Tier 2 when we left, and the website says the services we received were on the Tier 2 level.

  Business Response

  Date: 01/09/2024

  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 will attempt to complete our review and respond within (21) twenty-one business days. The patient can also contact us directly at ******************************************************* during this process. 

• Initial Complaint

  Date:10/26/2023

  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 fell on my front porch in Feb 2023 and broke a rib. Saw ********************** at Care Now. I pay for Aflac coverage to help reimburse some of my medical costs. I have had coverage with them for 7 years. So sfter I healed from my rib injury, I filed against my disability policy, to reimburse me for the period of time I was unable to work. Which was 2-15-23 thru 3-28-23. I am self emoyed. So I do not need a work release. I just need my insurance paper completed by them (with information they already have in their system from my initial appt). Since my appt. ********************** has retired. They currently have, what they call ****************. They are refusing to complete my document that I need to submit to Aflac, unless I go thru a new appointment and all new x-rays. Which I cannot afford, nor do I need. My rib is healed. I just need my paper filled out with the information they already have from my initial appt. IT IS JUST A VERIFICATION FORM. IT IS NOT A RELEASE FOR WORK. This is putting me into a financial bind as well as costing me time away from work. I asked the office manager *********************************, for her superiors contact information, and she refused to give me the information. Only that the area managers last name is *********, and that she would have them contact me. Well I have not been contacted by this ********* person, nor has my situation been resolved. I want some resolution. As well as Contacted by a Care Now area manager. I have been paying alot of money over the years for my Aflac policies. I have every right to use them and have my current medical info in my Care Now file released by these Care Now physicians. Retired or not. A Doctors retirement does not release them from responsibility. And their current contact info for corporate or headquarter offices, in my opinion, should be displayed. But they definitely should not be refusing that information to patients. Please help me with this situation. Thank you ***********************

  Customer Answer

  Date: 10/27/2023

  I m trying to electronically sign the hippa release. It will not let me insert any info on the authorization page. Please assist.

  Customer Answer

  Date: 11/08/2023

  signed wavier
  

  Business Response

  Date: 11/13/2023

  Thank you for the opportunity to discuss this with the consumer.  Our Dallas ********** Leadership team has contacted the complainant to discuss her concerns and initiated resolution steps to assist her with the paperwork mentioned.  Thank you : *******************************************************

• Initial Complaint

  Date:09/08/2023

  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.

  This was the single worst Urgent Care visit I have ever had at the Care Now in ******, ** on July 26th. I was traveling to ***** on a trip and had a UTI so I called at 8am to make an appointment at the ****** location for 1pm. I arrived at 1pm and sat in a nearly empty waiting room with 3 other people for 3 hours. One man even left because he was done waiting. They charged me $180 before I even got in to see anyone. I went up to the desk to inquire what was going on because none of us had been helped and nobody had even gone in or out of the back and they said they are busy. I went in for a UTI and went in having to pee since I knew I would have to give a urine sample. After an hour of waiting, I asked if I could at least pee in the cup because I couldn't hold it any longer, which they obliged. When I went in the back I expected to see or hear people working but everyone was just lounging around and didn't seem busy at all, I didn't see a single door closed or patient in the back. I went back to the waiting room and waited for another hour and a half when they finally called me and I saw the doctor she told me to go pee in a cup which I told her I already had and she was surprised, it was just sitting there and nobody had tested it yet. So I waited another half hour for them to test it and they didn't find traces of a UTI so they said they would send it to a lab. It is now two weeks later and they finally called me to tell me that they had LOST my urine sample and it never made it to the lab. What an utter waste of my time and $180. Now today, Sept. 7, a month after my visit, I just got a bill in the mail. The bill is strange, it says under total charges: $763 and it says patient payments: $693 and it says I owe $70. I have not been charged $693 thank goodness, but I am confused why I would owe $70 for them doing literally NOTHING for me, I have already paid $180 on July 26th and I want that money back. I do not was this bill to be sent to creditors either.

  Business Response

  Date: 09/11/2023

  Thank you for allowing us the opportunity to respond to the consumers concerns. We take all comments seriously, have documented her concern through our website that she sent to us previously,  and are in the process of investigating.  We will attempt to complete our review and respond within (21) twenty-one business days. The patient can also contact us directly at ******************************************************* during this process. 

• Initial Complaint

  Date:08/30/2023

  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 8/28/2023, I called to see about getting a *** Physicial and was informed that they were too busy and I could come in the morning. I was instructed to join the waitlist first thing in 8/29. On 8/29, I logged in their website and joined the waitlist at approximately 7:15am. I completed their online screener. At approximately 8:10am I was called by CareNow office and told I could come inside to be seen. I went in and completed additional paperwork, prepaid for service ($100.00) and then waited for almost an hour while watching others that checked in after me be called back. As walk-ins were being called to come in for their time, I notified the front desk that I could no longer wait to be seen due to being a teacher and having to get to school to teach my classes. I asked if I could come back later and she said it would be fine. I returned later that evening around 7:20pm (as I had a required school event to attend). Around 7:35 I was called back and was told Id have to return the following day, they were no longer seeing patients. During this time, I observed them working to see one lady for a health issues and assist checking in another walk-in behind me for an injury to his finger. They handed my paperwork that was completed from the AM and asked me to leave. Never offered a refund.

  Business Response

  Date: 09/05/2023

  Thank you for the opportunity to review the consumers concern. We take all comments seriously and appreciate you letting us know about his experience.
  
  We will forward this information to the ******************** Team for review. The *** addresses all patient concerns with providers and staff:  they will respond directly to the Patient  by mail with the findings and outcome.

   

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

• Initial Complaint

  Date:08/24/2023

  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 3rd 2023 I went to a care now urgent care facility in ******* **. I asked before going by calling on the phone if I could pay via self pay. I paid for all my services upfront so there was no way an extra balance was due on my bill. A month later I received a phone call that I did not pay and owed a debt to care now and they had sent it to a debt collection agency. The whole experience was unethical. As well as I witnessed an lvn on staff and a pheblotimist violate healthcare vows to give a patient good care. I watched a lvn illegally ask me for my vitals without taking them herself! She continued to make up my height, weight, and bloodpressure, without actually doing any of the procedures to take accurate vitals herself even though the machine was right in front of her. I watched a phlebotomist not *** gloves or use any PPE equipement for a blood draw and not lay my arm down on a flat surface. She **** my blood halfway hanging off a table. She then continued to draw blood twice unsuccessfully in that matter.

  Business Response

  Date: 09/07/2023

  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 will attempt to complete our review and respond within (21) twenty-one business days. The patient can also contact us directly at ******************************************************* during this process. 

  Business Response

  Date: 09/11/2023

  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 will attempt to complete our review and respond within (21) twenty-one business days. The patient can also contact us directly at ******************************************************* during this process. 

• Initial Complaint

  Date:08/23/2023

  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.

  I went to Care Now on 07/15/2023. My visit was rushed, and as part of that the Dr gave an incorrect diagnosis. When my symptoms didnt line up with what the Dr said I called back to be seen again and get a second opinion, but they turned me away. The samples the Dr took were also done incorrectly. She rushed me out of the office without answering my follow-up questions.On the contrary, I went to ********** and got seen immediately, had tests done properly, and got a correct diagnosis so I could recover properly. The Dr at ********** was very patient and took time to answer all my questions. When I explained to the Dr at ********** about my Care Now visit they confirmed the tests were done incorrectly by them. (I had Chickenpox, and to test for that you have to pop the blister to test the fluid inside. The Dr are Care now did not do that.) Because of Vanderbilt I got a proper diagnosis, whereas I have nothing to show for my time and money at Care Now. If I would have received a correct diagnosis from the beginning as compared to days later I would have recovered faster, which resulted in me being out of work for two weeks.I was also told when I first came in that what I paid in the office would cover my entire visit and any tests that the Dr would order, if necessary. However I received another bill in the mail from Care Now asking for more money. Very disappointed with my experience at Care Now. Have been trying to get a refund but the process has been excessively long and frustrating.When I called to get a refund more than a month ago I spoke with their Clinic Manager ***, who said he would approve a refund, but its been radio silence. Ive called back and emailed every week since then and have still gotten no further. I also got in touch with their Practice Coordinator ***** who has also not responded to any of my further inquiries. I paid $189.50 and would like a full refund, which is what I was promised.

  Business Response

  Date: 09/07/2023

  **** 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 will attempt to complete our review and respond within (21) twenty-one business days. The patient can also contact us directly at ******************************************************* during this process. 

  Customer Answer

  Date: 09/11/2023

  I am rejecting this response because:  When I reached out to Care Now originally I was referred to their Practice Manager ***************** ****************************** After speaking originally, I have attempted to make additional contact with him for the past 1.5 months to no avail, both over phone and email. I would like Care Now to issue a refund as I was originally told I would receive.

  Business Response

  Date: 09/14/2023

  We have documented the consumer's concerns regarding his visit and have completed an internal review.  In the interest of patient satisfaction, we have authorized a refund in the amount of $189.50.  The check will be mailed directly to the patient.  Thank you. CareNowCustomer **************************

  Customer Answer

  Date: 09/14/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/07/2023

  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 sick and on a weekend and my military provider was not available, as i had recently moved to ********* from ********** and did not I called several places as I did not have anyplace to get medical help. I was told no at many places as they said they did not accept Tricare. Care now said they did so I traveled about 20 miles to Carenow so I could use my military tricare. The service was below my expectations but i overlooked that. A few months later as I recall I received an invoice with a total due $331.00. I am a senior on a limited income and would never have went there if they did not accept Tricare. Usually I pay at the most $20 in ********** for copay i was shocked and so disappointed at this ridicules and unreasonable charge they sent me. I called and wrote on several occasions and they said they will review the charges but no one adjusted anything. My issues:poor service at facility Care now front desk confirmed they accepted Tricare The Doctors were questionable and they made no attempt to work with me to adjust the bill I am willing to pay something but I cant pay $331, If i knew they did not accept Tricare i would have selected another facility.Regards ***************************************

  Business Response

  Date: 08/28/2023

  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 will attempt to complete our review and respond within (21) twenty-one business days. The patient can also contact us directly at ******************************************************* during this process.

  Business Response

  Date: 08/29/2023

  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 will attempt to complete our review and respond within (21) twenty-one business days. The patient can also contact us directly at ******************************************************* during this process.

• Initial Complaint

  Date:08/07/2023

  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 UrgentCare back in May of 2023 due to pelvic pain that had been persistent for years now and that day it was the worst pain. I made the decision to go into UrgentCare. I went in and let them know I was a self paying patient. When I explained all my symptoms and had just a urine analysis the provider I saw mentioned it could potentially be endometriosis. The provider recommended I go get a *** scan to rule this out. I expressed that I was a self paying patient again and asked to clarify if this was going to be necessary. They said yes and I proceeded to go get this *** Scan at another clinic they suggested I go to. After my *** Scan I ended up paying $800 out of pocket just for them to tell me I had nothing visible in the *** Scan and that I should see a gynecologist. I tried making an appointment that same day expressing I had just had a *** Scan that ruled out endometriosis. The gynecologist mentioned that a *** Scan cannot determine this and I needed an ultrasound, NOT a *** Scan. When I let the provider know they mentioned they were sorry but that was out of their control at that point. I was treated in ****** due to continuing symptoms in June 2023, I was rushed to the hospital over there and they did an ultrasound and were able to see that I in fact have endometriosis and had to have emergency surgery. I am hoping this clinic will accept their mistake and reimburse me for a *** Scan that I should have not gotten in the first place.

  Customer Answer

  Date: 08/10/2023

  Good afternoon,
  
  Please see the attached release form for the complain ID listed above.
  
  Thank you,
  *******************************
  
  

  Business Response

  Date: 08/21/2023

  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 reached out to the consumer directly to request further documentation. Upon receipt of the records needed to further review the case, we will attempt to complete our review and respond to the patient within (21) twenty-one business days. The patient can also contact us directly at ******************************************************* during this process. 

  Customer Answer

  Date: 08/25/2023

  I am rejecting this response because: I have sent the business the receipt requested and let them know they should have record and results for the *** scan that was performed on 5/18/23 since the provider reviewed this that same day with me over the phone. I am asking for the total compensation for this test that should have not been ordered. I needed an ultra sound not a *** scan. I received confirmation of this mistake by another provider I had to see due to the same pain I was experiencing on 5/18/23. 

  Business Response

  Date: 08/28/2023

  Thank you for the additional information  we have  received from the consumer. We have escalated and reported her concern with the documentation provided. We will correspond directly with the PT when second investigation has been completed. Thank You:  customer Service ***** ***************** ******************************************* Care, ******* ** 

  Business Response

  Date: 09/06/2023

  Per the consumer's request, we have completed an escalated,  second investigation regarding her concern. The outcome of the appeal yielded no-change from our original investigation results. We have corresponded directly with the patient and closed the case.  Thank you CareNow **************************************** ****** ** 

• Initial Complaint

  Date:08/04/2023

  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.

  Date of service was 11-29-22, I went to CareNow Urgent Care - Oaklawn location b/c of cold/flu symptoms. I was charged $245.44 as a new patient however, I'm not a new patient. When I arrived to check-in, the receptionist said I had 2 profiles and asked me if she could merge my profiles which I agreed as I only needed one. However, later when receiving the bill of $245, I called CareNow Billing because my bill shouldn't have been this high and they explained I was billed as a new patient. I am not a new patient and have seen a doctor at CareNow in the past 3 years but the receptionist deleted my other profile so this information was not in the system any longer. I do not agree to be billed as a new patient and my fee should be much less. Also, I filed this case on 12/21/22, and it took 6 months for them to review my case and make the decision to keep me as a new patient because I must've visited in the past 3 years to be considered a new patient. I have seen them in the past 3 years (I know this, b/c I saw the same doctor before and I've only lived at this residence for 3 years (At that time).

  Business Response

  Date: 08/21/2023

  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 allegations regarding price structure with our ******************** Team.  We will attempt to complete our review and respond within (21) twenty-one business days. The patient can also contact us directly at ******************************************************* during this process.  Thank you 

• Initial Complaint

  Date:08/04/2023

  Type:Billing 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.

  Carenow billed my health insurance under the provider name Primary Health Physicians. That provider is processed as in network by my insurance, but not for full benefits. We should only owe a copay of $75. Had the claim been billed as Carenow it would have been processed by my insurance for the $75 copay, instead of being billed as Primary Health Physicians which processed with a patient responsibility of $245.44. I have called numerous times, being told a ticket had been created and it could take 45 business days. Today I was told letters have been sent to me with additional information. I have received no letters, but three bills. I was told the insurance processed as in network and that is how the ticket was closed. The claim needs to be filed under the provider name Carenow and not a provider Ive never heard of, didnt sign any papers for, and is not listed on the outside of the building I visited.