Complaints

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

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  HCA Urgent Care

  2850 Lake Vista Drive Suite 150 Lewisville, TX 75067

• 

  HCA Urgent Care

  5644 Preston Road Frisco, TX 75034

• 

  HCA Urgent Care

  5106 N President George Bush Hwy Garland, TX 75040

• 

  HCA Urgent Care

  565 West I-30 Garland, TX 75043

• 

  HCA Urgent Care

  1559 W. Main Street Lewisville, TX 75067

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/19/2023

  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 October 30, 2022, I experienced a health issue and called CareNow in ******** **, as it was Sunday. The receptionist took the description of the issue and told me to come in. I arrived there, and was placed in an examination room. When the doctor arrived and I repeated my description, she said that the receptionist made a mistake and should have told me to go immediately to an Emergency Room at a hospital for urgent care, as my condition was serious. I did so immediately and was treated by doctors there. Not only did I receive no service from CareNow, the danger of my situation was exacerbated by the incorrect guidance from the receptionist, caused by the significant delay they caused. For THEIR mistake, my insurance company ****************** was apparently charged about $313, and about $189 has been passed on to me. I complained to CareNow, they sent me a letter claiming that they investigated, and then determined that I was indeed liable for the bill. I called United, informed them that we were both being charged for no service. They were not interested in following up and claimed, I believe falsely, that as soon as I entered the CareNow examination room, I was liable for whatever they charged me for. This sounds like complete nonsense from both parties and largely as a matter of principle, I want to fight this bogus charge. The fact that they are charging me for potentially jeopardizing my health, instead of providing health service as they falsely claim they did, adds insult to injury. FYI my wife was present and can act as a witness to the fact that CareNow did NOT provide me with service. I am also now being harassed by a debt collection agency for a charge for a service I did not receive.

  Business Response

  Date: 05/09/2023

  Thank you for forwarding the consumer's concerns and allowing us to again investigate his concerns. We have escalated the review and will correspond w the PT in writing with the findings and outcomes. Please have the consumer contact us with any questions during this process at : ******************************************************** Thank you

  Business Response

  Date: 05/17/2023

  Thank you for allowing us opportunity to complete a review of the consumer's concern. . Please note we have escalated and re-investigated the case,  and have corresponded directly with the patient with our findings and outcomes. Please have the patient contact ** directly if we may be of further assistance. 

  Thank you

  Customer Service ************************************************** ******* **

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

   

• Initial Complaint

  Date:04/17/2023

  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.

  CareNow provided services for my daughter, *********************************, on 3/7/22. When I visited I presented the insurance card my company gave me which was for a high deductible plan, group number ******. In July 2022, I discovered my company had signed me up for the wrong plan from the election I made and they corrected the plan to a copay plan which dated back to 1/1/22, group number ******. After the corrections were all made with the insurance provider, BCBSTX, in September 2022, I called Care Now to have them refile the claim under the correct group number. This refiling would provide me with a credit back from Care Now for the difference between $177.38 as paid and the $60 should have paid for just the copay, so a credit back of $117.38. I have been trying since September 2022 to get this refiled and credit issued, calling many times between now and then. At this point they tell me that it is in the system to be refiled and they will get to it when the get to it and there is no one that can talk to me about it. I have no faith left after 7 months of trying to get this done that they will refile this without another party advocating on my behalf. The account number with ********************** for ********************************* is *******.

  Business Response

  Date: 05/09/2023

  Thank you for the opportunity to review the parent's billing concern. The claim has been refiled with the additional information provided by the consumer: the balance for patient responsibility is $0.00.  We apologize for the inconvenience the length of time needed to resolve the account. Please have the guarantor contact ** for any additional information at:   *******************************************************  

  Customer Answer

  Date: 05/09/2023

  I am rejecting this response because:   The refiling of this claim should yield a credit back to me in the amount of $117.38.  CareNow's response wasn't clear about recognizing a credit will be due after the refiling is processed, but only stated that that the patient responsibility is $0.

  Customer Answer

  Date: 07/27/2023

  I am rejecting this response because: 

  There is no record of Care Now refiling the claim in question with BCBSTX to correct the group number from a high deductible plan to a copay plan.  I paid $177.38, but should have only paid a copay of $60.  Care Now owes me $117.38.

  They corrected one claim but not the claim that is in dispute here.  They are stating in this communication that I don't have a balance due, but they have a responsibility to refile the claim with the correct group number such that I can be reimbursed the difference between what I paid and the proper $60 copay amount.  I am attaching all BCBSTX claims from 2022-2023 from Care Now to show that they have not refiled this claim with the proper group number as they stated in this chain.

  This claim needs to be reopened and it wasn't appropriate for BBB to have closed it.  This claim should not be closed until the properly refile the claim with BCBSTX with the correct group number and I am reimbursed $117.38.

   

  Business Response

  Date: 08/21/2023

  We have resubmitted this concern to leadership of our billing team for review.  We will contact the PT directly. Thank you, **************** Team, corporate office , ********************** 

• Initial Complaint

  Date:04/11/2023

  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.

  Good day , I am filing this complaint against CareNow which is an urgent care facility that my husband *************************** and myself received treatment from on 22 July 2022. I am my husbands dependent and on the day in question , we completed all requested paperwork prior to us being treated . We were also asked to provide proof of ID and ********************** insurance, my husband is an army veteran..we provided both medical insurances we had at the time .A month late we received a payment invoice that was made to CareNow for services provided from our insurance. Thereafter we kept receiving invoices from CareNow requesting us to pay 789 for my husbands care . I have reached several times to this company to find out what the issue is. They keep saying they are working on it . I even escalated it and no one has called and resolved this.the irony of this all is we were both treated on the same day for the sake thing ( we had Covid tests done ) my bill was paid my husbands was not ) I even reached out to our insurance they have no issue paying it they stated. Care now needed to provide them with some medical info which they did not to date. I also communicated this to care now . To date nothing has been resolved I am still receiving this bill and when I call Im being told a manager will call and no one ever has. They have our insurance . They have had it since the day we received treatment which I confirmed with them every time I called . We even paid a deductible on the day of treatment after the receptionist confirmed our insurance. Its almost a year now , this is unacceptable we have a good credit history and we are not prepared to let this affect it due to incompetence. Thanks for assisting

  Business Response

  Date: 04/19/2023

  Thank you for allowing us to investigate the consumer's billing concerns. We apologize for the delay.  The patient's information has been escalated to the ********************** leadership team for detailed review. Thank you, 

  CareNow ********************** ***************** ******* ** 

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

• Initial Complaint

  Date:04/05/2023

  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 into a location after waiting and getting a callback for an walk in visit. I got the call back and headed to the location. where i was made to wait an additional 30 mins. I did not have time to wait so i told the receptionist I'm leaving and declining care because i did not have the time at that moment to wait any longer dur to other scheduled obligations. several months later now, I receive a bill from CareNow citing that they did "something" and charging both me and my insurance company when ZERO services were rendered. I called up and they said they "will investigate but it could take a few weeks" this is wholly unacceptable. How are they able to keep Money from my insurance for a service not rendered by FALSLY claiming they rendered some sort of service. The Bill needs to voided and my insurance reimbursed.

  Business Response

  Date: 04/10/2023

  Thank you for the opportunity to review this consumer's concerns.  We have reviewed the record, authorized a clear-balance on the patient account and a refund check to be mailed to insurance for the amount paid to us. 

  Please have the patient reach out to ** directly if we ma be of further assistance. 

  Thank you, 

  CareNow **************** Team

  Corporate Office

  *******, ** 

• Initial Complaint

  Date:03/30/2023

  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 3/27 I visited the Care Now location in *********** at Dezavala rd. After a 4 hour wait to be seen I finally got called back to a room. **************** came in another hour after I was in the room. I expressed my concern to him about the ridiculous wait times and expressed that this was a follow up visit and no one informed me I could check in online so others who arrived after me were seen before me. He rolled his eyes at me and was very rude with his response and just wanted to get to the reason I was there. I explained it was a follow up visit from a workplace injury and that I still had a lot of pain and swelling. He asked me to take off the brace I was given by this location on my first sit and proceeded to ask me to display my range of motion. Then he got frustrated and asked if that was all I could move my fingers and wrist. I explained again I was in a lot of pain and it hurt a lot to move them further. He rolled his eyes again and stated he was not concerned about my pain but needed to know my range no matter how much it hurt. He proceeded to grab my wrist and quickly bent it all the way back. I let out a scream and started crying from the pain. He threw his hands up and stormed out of the room and left me crying for another *************************************************************************** the pain didn't matter he needed to se the range of motion and threatened to call my employer and say that I refused to allow him to examine me. I explained that was untrue and told him i was in pain. Again he rolled his eyes at me. He said he was going to call my employer and tell them to send me elsewhere. I asked for my documents and they said it would take a while. I said i would wait in my car until they were ready. 45 minutes later they called to say they were ready and he billed my company for a full visit. Also, someone from the location called my employer and told my employer that i cursed at him and that is why I left because I was upset about the wait which is completely untrue. I have now had more pain since this visit as well.

  Business Response

  Date: 04/19/2023

  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 as soon as possible. The patient can also contact us directly at ******************************************************* during this process. 

• Initial Complaint

  Date:03/30/2023

  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 seen at CareNow Facility (CNF) , in ************* on 09/09/22. I have two (2) Insurance Companies, Primary being Cigna, Secondary being TRICARE Prime (TCP) . I was charged and paid $214.00 at the time of services. I was seen at CNF, in ****** on 11/23/22. Again, I was charged and paid $214.00. I was seen again at CNF, in ****** on 12/13. When I told the clerk here is my payment she said nothing is due. I asked why and she said because I have two insurances. I told her the first two (2) times I was charged $214.00 each. She said someone was being lazy and I should not of been charged and to reach out to billing. On December 16th I first called my ******************** TCP and they said they did not received a bill for either of the first two (2) visit, I was informed by TCP that I could get reimbursed by filing a DD2542 Form along with Medical Itemized Statement and bank statement proving payment . I than proceeded and called CareNow Billing (CNB) **** and requested a Itemized Statement. I was told it would take up to 60 working days. On February 7th I received an Itemized Statement but it was not legible, right side numbers were cut off. I called TCP and they said they would not accept it. So I called CNB and requested another copy. On 03/02 I called CNB and asked for an update on my request. I was told that that is not how they do business and they will bill my TCP. I said how can you bill when its been paid in full by ***** and myself . I told her TCP said they will reimburse me. She said no they won't! On 3/21, I received a bill from CNB for $333.00. I call on 3/21 and was told all the charges were reverse and resubmitted. I was told my first insurance will pay again but since they have a payment from me they will not file with the second insurance because there will be no balance due. I am back at square one. Still no itemized statement and had requested a call from Supervisor on 3/21 with no call as of yet.! $428.00 out of pocket I want back pls.

  Customer Answer

  Date: 03/30/2023

  Thank you for your time, attached is my signed Authorization to Release Health Information. 

  Business Response

  Date: 04/10/2023

  Thank you for allowing us the opportunity to review the consumer's concerns.  We have reached-out to request the patient verify the dates-of-service she is requesting be reviewed. Upon receipt of this confirmation, we will escalate and investigate the billing on her account. Thank you, **************** Team ********************** ***************** *******, ** 

  Customer Answer

  Date: 05/19/2023

  Well I just wanted to update you since our last conversation .

  I have received one email from CareNow on 4/10 , basically wanted more information and dates which I responded asap. Since than I have received 3 bills, lol.... and have called 3 additional times to check on status with not much change, 

  With my phone call today 5/19, I was told the bill in November has been sent to Tircare (secondary Insurance ) for the portion,  but the bill for the Sept bill has been closed,  Just as I mentioned before, because I had paid $214.00 that I should not of had to pay it's showing paid in full so they are not sending it to my secondary and I'm out of pocket still. I think 5-6 months of dealing with these idiots is getting me nowhere. I just want an itemized bill and I can take care of it myself but they won't give me that either. 

  Is there anything you can do? Please help!!!!

  Business Response

  Date: 08/21/2023

  Per our records, patient was refunded on 8-7-23.  Thank you, CareNow **************** Team :    ******************************************************************************************** 

  Customer Answer

  Date: 08/23/2023

  I have received the money owed and am satisfied with the outcome. 
  I want to thank BBB for your help as I dont think it would have been resolved without your assistance. 
  

  Thank you, 

  **************************;

• Initial Complaint

  Date:03/29/2023

  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.

  Potential employer ************ refd me to Care Now ************* /****************************************************** for TB blood test. 1st girl couldnt find vein (L) arm. 2nd girl found vein (R) arm but BLEW UP VEIN. THEN FORGOT TO SEND BLOOD TO LAB (OR DIDN'T COLLECT ENOUGH BLOOD. THEY GAVE ME 2 DIFFERENT STORIES.) Arm bruised/sore 2 wks. Said I have to do blood test all over again!!! I have a fear of needles! Contacted Corp. ofc. to file claim w/ their ins. *** and/or request compensation for pain, suffering, out of pocket costs, time, financial loss due to their NEGLIGENCE but REC'D NO RESPONSE in violation of their PATIENTS RIGHTS listed on their website.

  Business Response

  Date: 04/19/2023

  Thank you for allowing ** time to review the consumer's concern's regarding her visit. This has been forwarded and  is being investigated by the ********************* Team.  We will correspond directly with the PT when case has been investigated.

  Thank you,
  Customer Service Team
  ********************** ***************** ******* **
  *******************************************************

  Customer Answer

  Date: 04/19/2023

  I am rejecting this response because:   They have still FAILED and REFUSED to provide me with a formal complaint form and their insurance information to file a claim with their insurance company. 

   

• Initial Complaint

  Date:02/25/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited the Lakewood location on 17Dec 2022. I took issue with the manner in which the physician handled my visit. He was pushing a specific agenda and didn't really pay as much attention to my "complaint" (or the specific reason for my visit). Although, my "complaint" was addressed, the agenda was continuously pushed and pushed on me the enItire visit. Due to the holidays and life, I was able to write a complaint letter to the person in charge, of the Lakewood location, Sandra *******, on 15Jan2022. By 27Jan2022, I had still not received any correspondence regarding my complaint. I resent the orginal email. Still no response. On 9FEB 2023 and 10FEB 2023 I called the Care Now corporate offices and left detailed messages in the vm for "customer service". I requested a return phone call but never received any and to this date have received none. Fancy that, as I had said I would seek higher resolution from outside sources, on the vm 10FEB 2023, I suddenly received an email from Sandra ******* on 12FEB 2023 alerting me that she was sorry for the delay but the complaint had been referred to the Regional Medical Director and was still under investigation. Again, I had received NO response from ****************** prior to this and NO vm had been returned. I respondned to her that it was more than likely my intentions to seek higher resolution from other sources which prompted her to respond to me. As of today, I've yet to receive any follow up or update concerning any investigation. I requested an in person review with a superior of Care Now to have my medical records ACCURACTLY reflect the nature of my visit that day, and not the agenda of one renegade physician. I will accept nothing less.

  Business Response

  Date: 03/06/2023

  Good Afternoon :
  Thank you for allowing review the consumer's concerns. Please note that we have corresponded directly with the patient in writing. Please have the consumer reach out to us directly if we may offer any further assistance. Thank you, CareNow ********************** ***************** ******* **

  Customer Answer

  Date: 03/07/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The correspondence from Care Now did not address my request to have my medical records updated and accurately documented. They simply said they did an investigation and that it revealed I was treated appropriately. I WAS treated for my issues, HOWEVER, I endured continuous harassment during the exam and the doctor was pushing his Covid Agenda the entire time. Instead of focusing on the totality of me as a fit, health conscious individual, he continuously made false medical statements and tried to harass/intimidate me into treatment that was not medically necessary and had nothing to do with the nature of my visit. They have been SLOW to respond and I've asked to have my medical records accurately documented. They did not address that in their limited correspondence.. They only initially responded to me because I made numerous attempts to communicate, without them returning communication, and had to finally threaten filing complaints with the BBB and ************** HHS.

• Initial Complaint

  Date:02/20/2023

  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 went to a CareNow (CN) Urgent Care facility on 6/3/22.
  
  10/24 I received a bill in the amount of $371.00 for this visit. I go to my BlueCross insurance explanation of benefits and this EOB showed I owned the provider nothing. So I wrote a letter to CN explaining I didn't own them anything per BCBS (no response received).
  
  Received bill on 11/11. Called CN and was told they had submitted three requests for reimbursement to BCBS (this is correct but they had birthday incorrect which caused rejection). Because of the CN error the CSR suggested I open an appeal (XXXXXXX). As of 2/20 this appeal is still in progress.
  
  12/12 I get a bill and I call CN again. CSR promises she will "freeze the billing" until my appeal is completed.
  
  1/17/23 I get a bill (about that freeze?). I make a last attempt to fix the issue. Since CN is useless I apply pressure to BCBS. Thankfully they agree make an exception so CN can resubmit their corrected claim past 90-days and get paid. On 1/31 I get a call from BCBS confirming the claim has been paid than that I owe CN $21.77.
  
  2/20 receive a letter dated 2/14 from the Medicredit saying they are collecting $371 for CN. Note this letter was sent 2 weeks after CN had received payment from BCBS. I called CN twice to try to get a handle on how I was supposed to pay the $21.77 I owed them now that a debt collector was involved. I called at 2 PM and 6 PM and both times I was told I needed to speak to a supervisor but one was unavailable and would call me back which hasn't happened.
  
  Desired resolution:
  1. How do a make the payment of $21.77 and to confirm that this is sufficient in conjunction with what they collected from my insurance company to satisfy what they believe I owe them?
  2. Get their debt collector to stop trying to collect from me or at least try to collect the correct amount reflecting what they collected from my insurance company two weeks *before* they sent the debt to a debt collector.

  Business Response

  Date: 03/23/2023

  Business Response /* (1000, 5, 2023/02/22) */
  hank you for allowing us the opportunity to respond to the consumer's 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 **********************@HCAHealthcare.com during this process.

• Initial Complaint

  Date:01/19/2023

  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 the morning of October 18, 2022 I needed to take my daughter to see a doctor as she was sick. I called CareNow, *******************************************************************, tell:************ and asked what the charge is to see a doctor. I was told that it is $165.00. When I asked to see the doctor, I was told to wait for their call back to tell us exactly when the doctor is available to see my daughter. They called us just before 1 pm and said that the doctor is ready to see my daughter. We went there right away as their location is 5 minutes from our place. When we got there, we were told to wait and waited for 2 hours before we were asked to go inside the office. Inside we waited almost another hour until finally the doctor showed up. The doctor's name is ***************************. She looked at my daughter and wrote a prescription then we left. When we left, we were not told that we need to pay anything as we gave the receptionist our insurance details. In the beginning of November, we received an invoice from CareNow in the amount of $189.50. For some reason now the total charge was $380.00. Not sure why it is more than double the initial estimate as there were no additional exams done at the time. The insurance paid $190.00. As we are not sure why the charges are so high compared to the amount we were told initially I called right away and requested an itemized statement. I was told that the itemized statement will be sent to us right away. In December I got another invoice. I called again and asked where the statement is as we never received any. I was told that there are so many people requesting this type of statement and it will take 2 weeks to send it. I requested to receive it by email and was told that they can do that. I've got an email which show the charges but no itemized statement. In January we've got another invoice and I called again today. Was told that this statement was requested today and it will take ****** days to receive it.

  Customer Answer

  Date: 02/21/2023

  signed ******
  See Attachment/File: wavier.pdf

  Business Response

  Date: 02/22/2023

  Thank you for allowing us the opportunity to respond to the consumer's 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: 02/24/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Itemized statement was never provided by CareNow to us or your bussiness. Still waiting to receive an itemized statement.

  Business Response

  Date: 03/06/2023

  Thank you for allowing us to follow-up on the consumer's concern. Our team has resent the itemized bill. It appears the balance on the PT account is due to the insurance plan deductible for 2022. please have the consumer reply back to ** with any further questions or if we may be of further assistance. Thank you, ********************** ***************** ******* **

  Customer Answer

  Date: 03/07/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  CareNow did not provide itemized statement to your business or me. Please request them to send statement to your company as they are playing games and for some reason don't want to provide it.

  Business Response

  Date: 03/15/2023

  Thank you for allowing us to respond to the patient's rebuttal. Please note that we re-mailed the document requested on 3-6-2023. She rejected our response on 3-7-22 while the statement was in the mail to her. Please let us know if there is any further information we may provide to close the case. thank you, CareNOw ********************** **************** ******* **

  Customer Answer

  Date: 03/17/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Requested document was not received. Still waiting to receive itemized statement that CareNow claims was mailed March 6. Not sure why CareNow cannot provide this statement through this complaint, by attaching it to their response. Thank you.

  Business Response

  Date: 03/21/2023

  We have confirmed the address of the complainant by photo ID on records, registration documents and the address in this BBB complaint form. Please note we have re-mailed the requested itemized statement certified mail, signature required and first class mail for the third time. Thank you, **************** team , ********************** ***************** ******* **

  Customer Answer

  Date: 03/28/2023

  I am rejecting this response because:  requested document was not provided. Please see attached the "itemized statement" received yesterday from CareNow.  Unfortunately, this statement doesn't show a breakdown of the charges. For the last 4 months we are trying to get a statement showing the breakdown of the $330.00 charge. For some reason CareNow doesn't want to provide this information. Can this be because their charge to see a doctor is $165.00 and we were charged double for this service? Meanwhile CareNow sent our file to Colection, see attached Medicredit letter. After speaking with *** from Medicredit on March 20, I was told that they will get a statement with breakdown charges. Still waiting on their response. Thank you.