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:01/01/2023

  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.

  My experience , this is my second time at this location a week ago I tried to attend and the physician, and the nurse practitioner was unavailable out of the office. So I could not be seen at that time. Today I returned still sick complaining of chest and back pain) and was refuse service by the gentleman at the front desk very cold very uncaring and dry personality. Even though I have insurance I am still required to pay 25% and my insurance does come with the HSA account payment plan that would cover any outstanding cost. ( I did not have a way of paying upfront) and I was told again no service. I was told I would not be able to see anyone for care ,I can be taken off the board because I do not have whatever the 25% is. That being said he did not tell me what that amount was but just immediately offered me to be taken off the board And refused to service. So my experience has not been good. I felt humiliated. I am not sure if everyone else is treated like this but when I tried to call to complain, my first call was picked up and then hung up. I could hear the phone slam down as that happened. I called back again and was told the office manager Stephanie was not available, I am quite surprised since everyone else has had great service at least from their reviews. That could've just been handled a little bit better and customer service training is definitely needed. You don't have to be so cool to the ill. It almost feels as if you were in the wrong profession. I do not Recommend this location.

  Business Response

  Date: 03/22/2023

  Business Response /* (1000, 5, 2023/01/03) */
  Good afternoon: thank you for the opportunity to review this person's concerns. We will begin an investigation and respond back within 21 business days to the BBB and directly to the patient. Thank you.

• Initial Complaint

  Date:12/10/2022

  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 have received a bill from Care Now from when my daughter received care from **********. my wife and I had talked to a supervisor that had assured her he would call back and get the bill taken care of because the $45.00 charge was for a weekend fee which was not accurate when my wife had taken her on a Monday. We also went for a COVID test and when they looked in her ears we were told it was an ear infection. With us going for a CIVID test better med did not charge us because testing is free so the visit was too. We would like this charge to be fixed ASAP.
  

  Business Response

  Date: 03/20/2023

  Business Response /* (1000, 7, 2022/12/30) */
  Good Afternoon: thank you for giving us the opportunity to respond to the patient's concerns. Please note we have investigated the billing amount and have authorized the balance to be cleared for the date of service in question. Please have the patient contact us directly for any further questions. Thank you: Corporate CareNow Customer Service team
  
  
  Consumer Response /* (2000, 9, 2023/01/02) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Satisfied with response.

• Initial Complaint

  Date:12/05/2022

  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.

  Received a statement in the mail on 12/3/22 (attached on page 2). Balance due on 12/26/22. Attempted to make a payment online but could not locate any balance due so called CareNow at XXX-XXX-XXXX as listed on statement.
  
  Was informed by Alyssa that my balance was unavailable to locate online because my account was forwarded to collections on 11/28/22 for the amount listed on my statement. I requested to know why my account was sent to collections since I was given until 12/26/22 to make a payment (attached). She said because there were 2 other statements sent to me. Since I had never received the prior statements, I requested a full copy of the statements (not an itemized copy as Alyssa said was what she might be able to provide, though was not sure she could even share that). Alyssa could not provide these full copies copies of the statements without speaking to management first. She said she would also ask if she could proceed with taking payment over the phone and have the collections cancel on their end. She placed me on hold to find a manager. Came back on the phone and said her manager told her no, that they could not accept payment over the phone and I would need to go through the collection agency whenever the collection agency reaches out to me. Additionally, she did not have ability to send me a copy of the prior statements.
  
  Despite these two statements that they say they sent that I never received, the current and most recent statement had not yet expired. Therefore my account should not have been turned over to collections on 11/28/22.
  
  I do not want my credit affected due to CareNow's incompetency. I want a supervisor to contact me immediately.
  
  I am requesting that CareNow:
  - Accept payment from me for the balance listed on my account; not through their collections agency.
  - Provide written confirmation that they have received my payment once I submit it
  - To ensure this is closed out with the collections agency and does not affect my credit
  - Send me a full copy of each statement that they say they sent to my address with balance for my records as I have only one copy from 11/26/2022 and there are apparently prior other statements according to Alyssa.
  
  This is not the first incident that CareNow has caused and they are losing customer's for life (myself and family).

  Business Response

  Date: 03/10/2023

  Business Response /* (1000, 5, 2022/12/09) */
  THANK YOU FOR ALLOWING US TO REVIEW BBB CASE # XXXXXXXX REGARDING PATIENT'S OUTSTANDING BALANCE.PLEASE NOTE THAT PATIENT'S PAYMENT WAS SUCCESSFULLY AUTHORIZED AND ACCEPTED AND THE PT WILL RECEIVE REQUESTED STATEMENTS AND A RECEIPT REGARDING ACCOUNT POSTING. CARENOW CUSOTMER SERVICE TEAM, CORPORATE OFFICE, COPPELL TX
  
  
  Consumer Response /* (3000, 7, 2022/12/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Supervisor ******** accepted payment from me over the phone on Wednesday 12/7/22. She stated that she would send me a receipt of payment and all previous statements that I had never received in 48 hours which would be on Friday 12/9/22.
  I am now writing this response on Saturday 12/17/22 and have yet to receive the receipt and statements.
  This is unacceptable!
  I have remained patient with this company and it is clear that they refuse to cooperate despite illegally sending me to collections previously. This will not be closed out until they send me both requested items!!
  
  
  Business Response /* (4000, 11, 2023/01/23) */
  Thank you for the opportunity to respond regarding the consumer's concerns. Please note that we emailed itemized statement reflecting her payment and statements from 8-17 and 11-26-2022. We hope this resolves the case satisfactorily. Thank you: CareNow Customer Service Team

• Initial Complaint

  Date:11/18/2022

  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.

  Feb 2022 my husband went to a local Care Now. June received a bill for $315.00. Knowing that was incorrect, (we've been there multiple times before and after and ********** has always paid) I called. They said it was denied by insurance in May. I told them the visit had to be coded wrong resulting in an incorrect charge to us. I knew this because I noticed the copay they charged us. It was a red flag. They said it will be under review, call back in 45-60 days and gave me a ticket#. Another bill in July. I call, "they're working on it....
  give it another 30 days. August, another bill. I call. She says it's being escalated because after 5 bills it will go to collections (this was bill #3)! September's bill shows up. I call. It will be "put on hold" give it another 30 days and to call back that Friday to speak w a supervisor. (Like I hadn't already). October comes along and in addition to another $315 bill from Care Now, low and behold a COLLECTION NOTICE from Medicredit! I call ********** and explain to them what happened. They agreed it was a coding error and if sent in properly, would have and maybe still can been paid. She then called Care Now for me and yet again was told they're working on it and we received another ticket# to have it removed from collections. She then called the collection agency with me who said they just need a simple email from Care Now to remove it, to call back in 48 hours and all should be resolved. I called 2 days and 2 weeks and now a month later and it's still there in collections. Today (end of Nov) collections told me they will put the account on hold. Why that wasn't done already is par for the course. I've worked for a larger-than-life company for almost 30 years including their collection department. I have excellent credit. I've never seen such incompetence. The multiple representatives, supervisors and managers just trying to pacify me each and every time because they don't know what to do. It seems pretty straight forward. Correct the bill (and hope the insurance company will pay 9 months later) take it out collections. This does not take 5 months. Seriously? I'm so exhausted and frustrated calling all these people all month every month and listening to their broken record of apologies and excuses.
  

• Initial Complaint

  Date:11/03/2022

  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.

  Yesterday I walked in to be seen and I was instructed by Claudia at the front desk to fill out paper work and I asked was that necessary since I had previously been seen at that location and she stated yes. I filled out the paperwork and returned it to her and she informed me that my wait time was 2 hours so I waited a few minutes and decided to run to******* while waiting. Once I left******* and was driving back to the establishment I received a call from them at exactly 5:53 pm but couldn't answer because my phone was in my bag. I checked in at 4 pm and returned a few minutes before 6 pm. Upon returning Claudia tells me that I was not going to be seen because I didn't check in online and my response to her was, " You never told me I had to check in online...you told me I needed to fill out paper work and that's exactly what I did and returned the completed paperwork to you." She never swayed from telling me that I was not going to be seen and a matter of fact...I was not seen because she failed to inform me that it was absolutely mandatory that I check in online. I took off work so that I could be seen and that was my mistake. I recently visited that location less than a month ago and did not and was instructed that I checkin online. This check in online was new to me but anyway I checked in online and still was refused services. I felt as if I was discriminated against because I was the only person of color in the establishment and the only person refused service because Claudia wanted to play the game of superiority while competently refusing me service because she failed in doing her job by informing me that it was mandatory that all patients check in online. Checking in online is not mandatory so on what grounds was I refused services? The ground of being black is the answer!

• Initial Complaint

  Date:10/18/2022

  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 Called customer service about a bill from 1/17/2022 and they said that they had processed my claim thru the insurance and that was balance was $170 i advised them i have insurance they said they would re submit and call me back did not get a call or another bill and then i call today said was sent to medicredit and that i need to pay $170 this was never billed to my insurance and would be paid at %100 this is fraud .

  Business Response

  Date: 02/16/2023

  Business Response /* (1000, 14, 2022/11/18) */
  Thank you for allowing us to review our Patient's billing concern. Since the patient's insurance plan is denying payment of her visit, and the Covid Cares Act is no longer making payments on eligible claims due to lack of funding, in the interest of patient satisfaction we have authorized the patient responsibility for the date of service in question to be cleared. We will send the patient an updated statement for the account. Thank you: CareNow Customer Service Team/ Corporate Office, Coppell, TX

• Initial Complaint

  Date:10/14/2022

  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 June 3, 2022, my son ******* **** ****** Jr visited the CareNow ************* Texas location. The CareNow personnel told my son our family healthcare plan thru BlueCross/Blue Shield was invalid. This was an untrue statement. Our family healthcare plan was/is fully active and available. CareNow personnel told my son he had to pay $200 for todays visit. My son paid CareNow the $200. On June 8, 2022, CareNow mailed ME an invoice for $180. The invoice (attached) shows Total charges of $807 less Patient payments of $627 (another untrue statement...he paid them $200) with a remaining balance of $180. I mailed CareNow two letters at two different times to two different addresses for CareNow. Neither piece of mail was returned to me therefore, CareNow received both letters. In addition, CareNow has not responded to my letters asking for explanations on why their personnel told my son his healthcare insurance was invalid (when it wasn't), to disclose the details of the charges and provide me with supporting documents with signatures. CareNow continues to harass me by mailing me the same invoice every month. CareNow is not operating in good faith by mailing me fraudulent invoices.

  Business Response

  Date: 03/02/2023

  Business Response /* (1000, 7, 2022/11/08) */
  November 8, 2022
  
  
  Better Business Bureau of Dallas and Northeast Texas
  
  RE: ******* ******* Case # XXXXXXXX
  
  Dear Better Business Bureau:
  
  Thank you for allowing us the opportunity to respond to this patient's concerns. Out of respect for the patient's privacy and the HIPAA standard (45 C.F.R. part 160) we are unable to disclose the details of the case with you. We have reviewed and discussed the billing issues relevant the patient's concerns and it was determined that actions by staff were appropriate. A letter was mailed to the patient with the outcome. Should the patient need further assistance, she will need to contact our offices directly.
  
  Sincerely,
  Customer Service Team
  Corporate Office
  **********************@HCAhealthcare.com
  
  
  Consumer Response /* (3000, 14, 2022/12/07) */
  It is clear why CareNow has an "F" rating with the Better Business Bureau nationwide. They simply bill people whatever they want and expect them to just pay it. THEY ARE A BUNCH OF CROOKS AND THIEVES!!! Shameful. I will NOT pay them a penny until they mail me any and all supporting, signed documents showing upfront quoted charges. They do not scare me by sending their bogus charges to a debt collector. Bring it on! I will cost them more than they originally billed me unless they provide me the information I'm requesting. Once my dilemma is resolved, I will perform more research on this horrible operation and become an advocate to help other who are dealing with similar situations. Congratulations CareNow! You now have someone who is going to hold you accountable. Next comes the attorneys.

• Initial Complaint

  Date:09/24/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We got a bill from CareNow for $10. We do not have insurance and we paid for everything out of pocket. The bill also does not have an accurate date. It says we visited 7/22/2022, but our visit was actually on 7/14/2022. The PO Box for this bill is not accurate for any CareNow clinics that I have looked up on the website. This is very suspicious and I will not pay for a fraudulent bill. I want this removed from my record.
  

• Initial Complaint

  Date:09/13/2022

  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 2 visits:
  5/25/2022
  7/23/2022
  
  I am a self pay patient, NO Insurance, cash at the end of each visit, after treatment.
  I am continuing to get billed for "extra services". This is what the collection department informed me. The operator stated that the final bill had extra charges and that is why I am getting a bill.
  I do not pay until the end of my visits, there would be no extra charges/services/etc.
  I went to the location I visited and the kind woman said that it appears to be an error on the front desk who entered my information. The person did not check cash patient and in turn clicked on insurance.
  I explained this to the collection department and all they did was send in a request for review.
  2 weeks later, the bills show up again and the collections department try to tell me I owe for the "extra service".

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 5, 2022/09/14) */
  September 14, 2022
  
  
  Better Business Bureau of Dallas and Northeast Texas
  
  RE: *****, ***** #XXXXXXXX
  
  Dear Better Business Bureau:
  
  Thank you for allowing us the opportunity to respond to this patient's concerns. Out of respect for the patient's privacy and the HIPAA standard (45 C.F.R. part 160) we are unable to disclose the details of the case with you. We have reviewed and discussed issues relevant to the experience with our staff directly. We have received the concerns and appropriate recommendations have been made to staff where needed. In addition, we have authorized the balance to be cleared. Should the patient need further assistance, she will need to contact our offices directly.
  
  Sincerely,
  Cassandra L***
  Operations Assistant

• Initial Complaint

  Date:09/07/2022

  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 the urgent care on Flamingo and Durango on July 14, 2022 to get my fiancé's foot looked at. I have no insurance and paid all fees up front. I got a letter in the mail in august and September asking for an additional $10. The bill states that the service was done on July 22, 2022 which is one discrepancy I noticed first. I believe this is a fraudulent charge and want this cleared.
  

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 5, 2022/09/07) */
  September 7, 2022
  
  
  Better Business Bureau of Dallas and Northeast Texas
  
  RE: ********* **** #XXXXXXXX
  
  Dear Better Business Bureau:
  
  Thank you for allowing us the opportunity to respond to this patient's concerns. Out of respect for the patient's privacy and the HIPAA standard (45 C.F.R. part 160) we are unable to disclose the details of the case with you. The complainant is not the patient and the patient has not given us authorization to discuss visit(s) with anyone not covered under HIPAA standards. The patient will need to contact our office directly for assistance.
  
  Sincerely,
  Cassandra L***
  Operations Assistant