ComplaintsforNextcare Urgent Care
Urgent Care Clinic
Multi Location Business
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Complaint Details
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Initial Complaint
11/06/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Decided to schedule an online telehealth visit with Access Medical ***** (10/20/24.) I then was sent through Next Care. Scheduled the appointment and had a ************************************************* to take tons of over the counter medication for a bad cough and sinus congestion. *********** Quil, Sudafed, *********, cough syrup, you name it. She prescribed a cough medicine that I never could pick up because the pharmacy does not carry it nor has ever seen it prescribed. Now I have received notice that they tried to bill my insurance $430 (I can see the claim,) and after adjustments they are saying I owe $127. Self pay is $65. I am on a high deductible health plan. If my insurance didnt cover anything, they should bill me as self pay. Processing a claim through my insurance for $430 versus the $65 that they charge self pay is fraudulent. Not to mention the negligent advice received from the doctor, which caused me to have an immune response and break out in hives. 2 and a half weeks later I am still sick and having to pay another doctor. I have filed a dispute, if they continue, I foresee a lawsuit in the near future. I told ******** (NextCare **** that Id be okay paying the additional $30 to fulfill the $65 self pay. Charging me $162 is ridiculous, and attempting to file a $430 claim to my insurance is even worse. Also, when did I elect to share my medical records with multiple organizations? **********************, Telehealth, Tulsa Emergency Med Center (AZ,) Access Medical Center? How did all of these companies come into play when scheduling an online appointment with Access Medical Center in *****? This is insane!!Business response
11/13/2024
Hello,
I have sent this to our Virtual team for review. They will be reaching out to patient.
Thank you, *******
Initial Complaint
10/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I checked in at ******** Az. Facility the representative that was checking me in Collected my driving license and health insurance cards. She then proceeded to help other individuals that came in the office. My driving license was exposed other customers saw my information on my driving license. I also spoke with the supervisor. But something else needs to be done. All of my personal information was exposed.Business response
10/21/2024
Hi,
I have sent this complaint to Clinic Manager for review and to address. Clinic manager will contact patient.
Thank you,
Initial Complaint
10/14/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Serviced on 7/29/24. I got labs done here and it was a horrible experience, they never called me to tell me my results. When I tried inquiring they told me I need to physically come in to receive my results, which was super inconvenient. I submitted an authorization form so my primary care doctor could get the results... my results were never sent - this meant I had to have the labs repeated at the hospital my primary care doctor is at. They then incorrectly filled my claim as out of network and when my insurance asked them to refile, I received an additional bill in the mail from the lab company, who made no attempts to file a claim with my insurance. I then got threatened by them that they would take me to collections if I didn't pay in full. So I did. A month later, my insurance told me they filled the claim incorrectly and that I should get back every ***** they charged me minus the charge for a specific test. I cannot get a hold of anyone with NextCare to fix these issues. I do not have the ability to view transaction histories on the app or through an account with them. I have proof of payment via other means. **************** wont respond to tickets inquiring about the situation and I am currently out $330Business response
10/15/2024
Good morning,
This has been sent to the Billing Department. They will reach out to patient.
Thank you,
Initial Complaint
10/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I visited urgent care next care **********************************. Monday July 22nd. I very specifically went to ***** to get X-rays for what i felt like was a broken foot. i went to that ***** because they have ************** i was immediately told no X-ray necessary no break in foot just an infection. I said ok and left very confused and nervous as my former father in law died from a foot infection. i Took my antibiotics as told and 2 weeks later exactly go to Er room ******** peak ***************** thinking i have bad infection as my foot was very swollen. after a day in hospital i find out no infection i have a broken foot that was severly damaged as i was never xrayed. i was so improperly diagnosed the clinic director ***** ********* reimbursed my fees associated with visit and straight up acknowledged the Doctor did a horrible job all the way around with my visit and its cuz it was past 1130 they are off at 12. There is so much more to this then i can type out. Their patient liason team wont respond nor will ***** ********* after promisimg to help. i have prescription cost, Thousands in medical bills, wasted time, stress, Pain all because of this clinic. From corporate, to patient liason, to the clinic and ***** ********* They completely ignore me. This is my last effort before they are rightfully sued. Please call ********** or email *****************Business response
10/15/2024
Good morning,
Complaint was sent to Management on 10/7/24.
Initial Complaint
08/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Visit occurred 21 JUL **************************** for physicals, 2 needed school and sports physicals, 1 only needed sports physical. All were paid for before leaving the office.21 FEB 2024 Notation in the bill sent to collections says bad debt occurred on this date from the above visit. Instead of reaching out to us, nextcare sent bill immediately to collections and blindsided us with contact from them.Investigating the matter, we tried to get more information and the collection agency said they could not help. We then went into the clinic that the physicals occurred and requested records to see what was done on that visit, they were unable to provide any proof that any physical even was performed other than a record of *********************. The office person said that bill for the school physical was in error and said she sent a ticket to the billing **** to correct. We waited a week to contact billing **** who said that it was the clinic that had to correct this error and she would escalate it again back to the clinic.We are now in a circular issue and we would like the debt to be removed and want an apology from the company for sending this to collections before even reaching out to a supposed debtor.Business response
08/19/2024
I have reached out to the clinic for further review on account and advised to contact patient.Initial Complaint
08/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 08/12/2024 I went to Nextcare Urgent Care for a wound on my left hand. That was okay, but on 08/13/24, I returned to have medical leave paperwork to be filled for my employer due to not be able to work because of injury to my hand. I paid another ***** co pay to see the health care provider and was told that they do not fill out medical leave paperwork. I should have been told this before I paid. I feel that I was defruaded by Nextcare.Business response
08/19/2024
I have reached out to the clinic for further review on account and to contact patient regarding their billing.Initial Complaint
08/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On September 1st, 2023, I scheduled an appointment at Urgent Care on Windsong in *************** for September 5th at 5:30 to get the chest x-ray TB testing done. I previously confirmed with them over the phone if this procedure could be done and was assured that it can. On September 5th, 2023, I went in to the Urgent Care on ************** in *************** in order to get a chest x-ray for TB testing. I had an order from my clinic (*****************). There were issues upon the check in as the front desk told me that they dont provide such a service and that billing cannot be done to the company. After contacting my manager and having front desk confirm with the provider (or nurse, they never told me), I was taking in to the room to have the x-ray done. I was in the room with the technician and was exposed to radiation. After that, I got a disability letter from the front desk as a proof that I was at the clinic, this was work required. However, no documentation about the actual testing being done was generated, instead paperwork was saying due to miscommunication testing wasnt done. Now that I took a new position at M&M, I needed a copy of x-ray paperwork. I called the clinic to make a request and was told that (a) I never had a testing done physically, (b) that I probably went to another clinic and dont remember it, (c) no one above local office manager would speak to me about it. Basically, the office manager (which I unfortunately dont have a name of) told me I never went to the clinic to have testing done and that I am mistaken and that I had it done somewhere else. Unfortunately, I dont have any proofs besides a letter and appointment screen shot, however I know for a fact I was in the room and had x-ray done. Office manager didnt word it correctly and made fun of me. I am not a happy patient as I always pay bills on time and dont appreciate a manager talking to me with such a disrespect. An email also was sent to the patients portal.Business response
08/26/2024
Hello,
I have sent this to the Clinic Manager for review and to contact patient.
Business response
09/09/2024
Hello,
The Clinic Manager has taken care of this on 8/28/24.
Initial Complaint
08/06/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Date of telehealth service with flu/covid testing: 12/10/2023 Date of invoice for $74.41: 01/11/2024 Date of payment for above invoice: $74.41, 01/21/2024 This payment was apparently not applied to my account and I was sent to collections on 08/02/2024. I erroneously paid the collections agency in a panic before checking to verify that I had already paid the bill in January 2024. I am having difficulty getting any response or refund of my money that I sent to the credit agency.Initial Complaint
07/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On May 18,2024 I was treated at nextcare Urgent Care near ******** and *****************. I provided the intake with my,United healthcare and AHCCCS insurance cards. (Both were,and still are current and valid). They are billing me as if I have no insurance. When I call their billing phone number, I am on hold for 30 minutes. Then,the phone rings for 1 to 3 times and then the line goes dead. I wait for 1 more minute to no avail and disconnect. This has happened numerous times.I am a senior citizen and their erroneous billing and unresponsiveness is causing me stress and anxiety. My insurance carrier has advised me not to pay them anything until they have submitted a claim for review.Business response
07/30/2024
Thank you for bringing this to our attention. I apologize for the inconvenience to the patient. I have forwarded this to the manager and our billing supervisors to review and reach out to patient ASAP.
Sincerely,
******************* Patient Liaison
Customer response
07/30/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*************************
Initial Complaint
07/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was in the clinic Monday May 13. I informed the front desk attendant that I was there for abdominal pain. I was charged $75 up front before checking in. I sat in the waiting room with my mother. I watched a man with a child walk out of the room doors and to the front to pay, so he wasn't charged up front, which struck me as odd. I get called back only to have the doctor tell me that 'they cannot check anything for abdominal pain, sorry.'. I questioned why I was charged and sent to wait and then sent back if they can't do anything. Doctor seemed apologetic, but also unhelpful. I immediately asked the front desk attendant to refund my money, which she didn't. I would also like to note that, coincidentally, when exiting the back rooms, the waiting room TV showed a screen that said 'When to go to the *** Abdominal pain'. I took photos of that screen and another that outlined what the urgent care center can assist with. The previous urgent care I went to told me up front that they wouldn't be able to assist. I would have appreciated if NextCare could have been honest up-front and done the same, instead of charging me for telling me 'we can't help you'. As a side note; The doctor had the audacity to mention 'Maybe you are ovulating' (I am 37 years old and know what my ovulation feels like). The next day, I had an emergency appendectomy at the *** At this point, July 15, I have emailed and called several times and gotten the run-around. At one point, a few weeks ago, I was told my refund was being processed. No refund yet. Today I call and am told, from what I can understand by the foreign call center, is that now my refund was 'denied'. I won't let this go and I'm livid. This is highly unethical for a company to do to someone.Business response
07/16/2024
Thank you for bringing these concerns to our attention. I have forwarded them to the managers and the medical director to review. They will be reaching out to the patient.
Sincerely,
******************* Patient Liaison
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Customer Complaints Summary
101 total complaints in the last 3 years.
37 complaints closed in the last 12 months.