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:08/03/2023

  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.

  I saw a doctor at CareNow in January 2023. The doctor prescribed an anti COVID medication Paxlovid and anti flu medication Tamiflu. He did NOT test for COVID. My insurance denied the claim. My wife contacted CareNow on March 2 and 13 and 14, and 23, and April 28. They said they would resubmit the claim and correct the coding. After several calls to CareNow, they said that since the doctor ***** test for COVID that the insurance denied the claim. My wife made the point that the doctor should have tested for COVID to be sure I had COVID and the flu, before prescribing me medication, and in addition, the insurance company would have be required to pay for the test/appt. They said they would see if they could resubmit the claim or how they could fix the problem. When she called them on July 20th, they said they would inform the resolution group about the dispute, and the bill did not go to Medicredit collections. However, when she called on July 24th, they said after 5 billing statements, it goes to collections at Medicredit. My wife called Medicredit and they could NOT find my bill and I never received a letter from Medicredit. Medicredit tried looking up my account using the ********************** account number, my name and address, but couldnt find it. Medicredit did say there were many people with the same name and that Medicredit assigns there own account number, which I ***** have because I never received a letter from Medicredit. CareNow said could pay CareNow on July 28th the full amount of bill $189.50 which I did by credit card, but they said the account had been sent to Medicredit on June 15th. They said they would inform Medicredit. Given that CareNow on some calls has told me the account was still at **********************, and other times told me it was transferred to Medicredit collections, I asking for help from the BBB to make sure that CareNow informs Medicredit that the bill has been paid. I will upload the payment receipt from CareNow, and past bills.

  Business Response

  Date: 08/04/2023

  Thank you for allowing us the opportunity to review the consumer's concerns.  Please note that ************** has also filed his  concern on 7-28-23 via our Billing Office.  We have escalated his concern to the ******************** Team, assigned case # ****** and will correspond with the patient directly when his case has been reviewed. Thank You,  *******************************************************

  Customer Answer

  Date: 08/10/2023

  I am rejecting this response because:   
  

  I have paid the full amount of bill $189.50 (see receipt uploaded again) on 7/28, however, I just received a new bill dated 7/29 for $189.50 (see upload of the new bill).  CareNow has not recognized my payment on their own system.  If it has gone to Medicredit, they have not told Medicredit that it has been paid directly to CareNow.  I want CareNow 1) to acknowledge that I have paid the full bill, and 2) to mail and email (please give them my email if you can, and I will also email CareNow with the email you gave me) a bill statement indicating the bill has been paid, and 3) to inform Medicredit that I have paid, if they sent it to Medicredit, and indicate they have informed Medicredit. Thank you for you assistance in this matter.  

  Customer Answer

  Date: 08/10/2023

  Hello BBB

  Uploaded is copy of email to CareNow. 
  

  Thank you for you help.

   

  Business Response

  Date: 08/21/2023

  We have been in direct contact with the consumer. Thank you, CareNow **************** team.   

• Initial Complaint

  Date:08/01/2023

  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.

  I was scammed by care now urgent care facility located at ***************************************************************I am being charged for more money and no lined item with description has been provided. They inflate the bill and submit it to the city or gov where they collect and over inflated amount and only charging me paid in full at Time of check in (so I thought). I received an outstanding bill a couple of weeks later without an itemized reason for the charge and are aggressive in tactics trying to collect threatening to send me to collections. I have worked hard to prevent negative remarks and unfair practices to let this happen. criminal in their business practice, why are they open? *** needs to investigate

  Customer Answer

  Date: 08/10/2023

  see attachment

  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 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: 08/22/2023

  I have reviewed the business response and accept this resolution. However I believe this to be common practice and the way that this business has set up its business practice. I am skeptical and will be awaiting a response.

• Initial Complaint

  Date:07/12/2023

  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.

  Care Now is actively using fraudulent billing practices. I visited Care Now who started that they accepted ******** for both myself and my daughter- ******** of ***** when accepted at participating locations (which they were at the time we visited them, or we would not have been seen) we never walk with a huge bill. I first visited last year and I got a bill, I called and the lady told me that they were using some kind of coding - I asked her what the code was and it had something to do with psychology or emotional health, they are adding a question to that they ask and apparently if you answer their questions they charge you some random amount- which was not what I went in for at all. She told me that she would speak with someone to have that removed. Within that time, which I thought they had removed that code since I only went in for sinus infection related. Within that time, I took my daughter in for an upper respiratory infection- She and I both had ********, I again received a bill in the amount of $316.00 Care Now has already sent my information over to a Collector who is contacting me for a bogus amount which was not supposed to be on my bill. My 11 year old is not getting a bill which I am her mother is coming to me for an upper respiratory infection- Account #******** I am already being harassed by collectors because Care Now is fraudulently adding charges to the bill and potentially knowing that ***** ******** will reject it and then they can come after regular people for the difference so we can be threatened to pay. I absolutely remember speaking with someone who told me the charge that was rejected had to do with a question for mental health. Most people will just ignore the bill but I have good credit and now this has become too much now that I got the same bill for my daughter. I will definitely never step foot in a Care Now facility ever again, and I am a Medical Assistant.

  Business Response

  Date: 07/18/2023

  Thank you for the opportunity to review the consumer's concern.  Please note we have escalated her questions regarding the invoicing of her and her daughter's accounts to our ***************** team.  Upon review, we will respond with our findings and outcomes within 21 business days.  Thank you: 

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

• Initial Complaint

  Date:06/02/2023

  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.

  CareNow charged me $189.50 before they would see me for an urgent care visit on 3/31/23. When I questioned the charge, CareNow said they see no urgent care copay associated with the policy so they go by deductible. I told them my deductible was met. They then said they go by the family deductible in that case.Now after reviewing my explanation of benefits, I should have been charged only a $20 copay. I want a refund for the $169.50, immediately.

  Business Response

  Date: 06/07/2023

  Thank you for the opportunity to review the consumer's billing concerns. Please note that we have substantiated the patient's comments regarding her copay, and have corrected the reason she had not received her refund. Her refund is currently being processed and will be mailed in approximately 10 business days. Please accept our apologies for the delay : thank you. 

  Customer Answer

  Date: 06/15/2023

  I am rejecting this response because they substantiated my claim, but I have not yet received any refund. CareNow says they will mail a refund check in 10 business days which is AFTER my deadline to respond. Furthermore, CareNow should credit my credit card (method of payment) immediately instead of mailing a paper check to minimize any further inconvenience for me.

   

  Business Response

  Date: 06/27/2023

  **************** refund ck # ******** was mailed on 06-15-2023.  We hope this resolves the concern. Thank you 

  Customer Answer

  Date: 06/27/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/31/2023

  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.

  I have contacted CARENOW at their number : ************ only to be told that they have to report that I paid on my payment. The total amount is $36.00 and was paid for a sports physical for my daughter. They are harassing me at this point and keep sending me mail to tell me to pay, when I have already paid, I am even offering them to see my credit card statement from my Apple Card to show them the payment was made the day of the physical. After 3 phone calls and months later, the issue has still not been resolved. The operators over the phone do not care about you or your situation. They are careless and heartless and plainly do not know how to do their jobs. The most horrid and disgusting customer service I have ever experienced in my adult life. They all should be ashamed of themselves and should not be able to treat people the way they do.

  Business Response

  Date: 06/07/2023

  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 ** directly at ******************************************************* during this process. .

  Business Response

  Date: 06/07/2023

  Thank you for allowing us to review the consumer's billing concern.  We have authorized a billing adjustment to remove the disputed charges on the account. We sincerely apologize for the inconvenience.  Thank you.

• Initial Complaint

  Date:05/25/2023

  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 CareNow on 2/26/2023. Insurance was not able to be validated for some reason. I paid the full $180 out of pocket. The insurance company also paid $180 and the *** states the I owe the provider $25 due to the insurance payment. I sent a letter with copies of all documents to CareNow billing office and it went unanswered. I would like my refund of $155.

  Business Response

  Date: 05/31/2023

  Thank you for allowing us the opportunity to respond to the consumers billing 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 ** directly at ******************************************************* during this process.

• Initial Complaint

  Date:05/24/2023

  Type:Customer Service 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.

  *********************** presented difficulty breathing. He would cough until he was gasping for air. We were visiting ********, away from his pediatrician, so I called Care Now Urgent Care in advance to confirm they have experience with pediatrics. Upon being seen on October 3rd, *****'s vitals were checked. The PA checked Wayde's breathing, and ears. It felt as though my concerns were belittled, and she said he has a cold. I asked it if was okay to travel in two days and she said yes. She prescribed a cough medicine. I asked if he might need an inhaler for coughing fits and she asked if he was wheezing, and dismissed my concern. The pharmacist asked me if I was sure that I wanted to use this cough medicine prescribed, and that she would need to call the PA for clarification for prescribing a medication that is for kids ages 6+ when my son is 3. The **************** of Pediatrics recommends against giving children younger than 4 over-the-counter cough and cold medications. I called an Emergency Room Physician. She asked if they discussed Pertussis. She recommended we go to the ** if we could not wait until we are back in **********. We flew back home on October 5th, and went to see his pediatrician. The office requested a Covid test, which was something the ** was dismissive of. Our pediatrician was thorough, and checked his shot records for whooping cough. She said even though he was vaccinated, he could have a mild version. She showed ********* of an active virus at the back of his throat, and prescribed albuterol PRN. I called Urgent Cares ****** location and called/emailed corporate office with no success for resolution. I do not feel we should be responsible for the bill received. The care was dangerous, concerns were not listened to, my son was misdiagnosed and misprescribed, his medical note states we came in for "a chief complain of nasal congestion" which was also wrong.

  Business Response

  Date: 05/31/2023

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

  Business Response

  Date: 05/31/2023

  Thank you again for allowing us to further review  this concern.  We initially corresponded with the patient's (a minor)  parent on 12-29-22, received a second correspondence from the parent, responded to the a second time on 4-10-23, and authorized the balance on the account to be cleared on 4-12-23.   On 5-24-23 the parent filed an additional concern to the BBB; however, per the billing records, the guarantor paid no out of pocket for the visit to refund, the balance on the account is $0.00, and we have previously corresponded on two occasions. Please have the guarantor contact us directly at ******************************************************* for additional assistance. Thank you. 

  Customer Answer

  Date: 05/31/2023

  Care Now has remedied the situation. They discussed the misdiagnosis and wrong medication prescribed with the branch we attended, as well as how it was handled, and cleared the bill. 

  Customer Answer

  Date: 05/31/2023

  I have reviewed the business response and accept this resolution. Care Now has remedied the situation. They discussed the misdiagnosis and wrong medication prescribed with the branch we attended, as well as how it was handled, and cleared the bill. 

• Initial Complaint

  Date:05/22/2023

  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.

  The issue I'm having is concerning a visit on 12/24/2022. I have visited this location previously with no billing issues. Prior to seeing the provider and filled out the insurance forms. When I went to pay my bill I was told my insurance was not accepted and needed to pay $240.32. In January of 2023 I received a bill for an additional $262.68. I immediately called them to ask why I'm being billed for an additional monies. I mentioned that patient who are self-pay are only charged $160.00 for simple visits. The billing representative said they would have to review my bill. Since then I have received 2 additional statements requesting payment. I have called them after each one inquiring as to the status. The only response I get is that someone will have to review the bill. On 05/15/2023 I received a letter from a debt collector requesting payment. Once again I called CareNow to be told once again, someone will be reviewing the bill. I am no concerned this will affect my credit score in a negative manner.

  Business Response

  Date: 06/07/2023

  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 ** directly at ******************************************************* during this process. 

  Business Response

  Date: 06/09/2023

  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 ** directly at ******************************************************* during this process. 

• Initial Complaint

  Date:05/15/2023

  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.

  I recieved the bill which was higher than expect so I contacted my insurance first. They stated It was because I had two different shots in this visit I only got one. I contacted CareNow and asked for an itemized bill they are saying I received two shots on the visit and have billed me for this. I only received one. I stated this and they said they would check and call me back. They have sent me bills since this contact with no adjustment. I tried calling them again and couldn't get anyone to answer at the local branch. It is direct medical fraud because they tried to bill my insurance for both shots when I only received one.

  Business Response

  Date: 05/16/2023

  Thank you for the opportunity to review the consumer's concerns. We will review and correspond the patient directly within 21 business days.

  Customer service ***** **************** **********************, ******* ** 

   

  Business Response

  Date: 05/17/2023

  Thank you for the opportunity to review the consumer's concerns. Please note we take all patient concerns seriously.  We have escalated the review and will be reaching out to the patient directly when the investigation is complete. 

  Thank you, 

  CareNow ********************** ***************** *******, ** 

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

  Business Response

  Date: 05/17/2023

  Thank you for the opportunity to review the consumer's concerns. Please note we take all patient concerns seriously.  We have escalated the review and will be reaching out to the patient directly when the investigation is complete. 
  
  Thank you, 
  
  CareNow ********************** ***************** *******, ** 
  
  ******************************************************* 

  Business Response

  Date: 06/07/2023

  We have investigated the patient's concerns and have corresponded directly with the patient on 5-26-2023 with our findings and outcome. Please have the patient contact us directly if we may offer any further assistance. Thank **************************************** Team 

  ********************** Corporate Office

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

• Initial Complaint

  Date:05/10/2023

  Type:Service or Repair 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.

  My son was initially scheduled for a sports physical on 11/15/22 but due to the facilities wait time he did NOT attend the appointment and had the physical done elsewhere. Since December I have been told every month that they are aware that he did not attend the appointment and that I can disregard the $36 bill. To date, I am still receiving a bill for an appointment that we did not attend. I spoke with a representative this morning that stated CareNow is so behind on tickets that it could be months before the ticket is closed and they cannot stop this bill from going to collections and that if it did go to collections, that I should simply ignore that as well. Ticket #******* was created on 12/2/2022 to resolve this. Ticket #******* was created on 2/24/2023. These are fraudulent billing practices and should not affect anyone's credit because of their poor systems.

  Business Response

  Date: 05/16/2023

  PATIENTS MOTHER ************************* HAS FILED A GRIEVANCE WITH THE BBB CASE # ******** FOR DOS 11-15-22. PER MEDICAL RECORD,PATIENT WAS NOT SEEN ON DOS 11-15-22 AND SHOULD NOT BE BILLED BE BILLED FOR THE VISIT. WE HAVE SUBMITTED  AN ADJ REQUEST TO CENTRAL BILLING OFFICE  AND RESPONDED TO THE BBB. CASE CLOSED. CUSTOMER SERVICE TEAM, **********************  CORPORATE OFFICE, ******* **

  Customer Answer

  Date: 05/16/2023

  I have reviewed the business response and accept this resolution with the understanding that if I continue to be billed for services not rendered I will open a new case as well as reporting to insurance company.