ComplaintsforDocs Urgent Care

• Initial Complaint

  04/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I visited Docs Urgent Care of ******* *** on January 17th. I provided them with my health insurance information before I was looked at. They suggested an RSV and Strep test (both negative). After leaving, I started getting phone calls demanding payment. When I asked for a copy of the bill they either hung up the phone or promised it would show up in the mail. Fast forward to 4/15/24, and still no bill in the mail. I received a text message demanding payment of 296.10. I finally called the office, and they faxed me a copy of the bill. They charged my insurance company over 700 dollars for a strep and a flu test. The insurance company paid 395.43. Docs are still trying to collect 296.10 on top of that! Had they told me up front they were charging 5 times the normal rate for a strep test I would have gone elseware!

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I took my child in today for a visit due to an illness and I was advised that due to his throat being sore there would be an upfront fee of 50$ for a strep throat test prior to seeing the doctor. I advised them I wasn’t willing to pay the fee they told me it was necessary prior to seeing the doctor. I told them I was willing to pay the 50$ copay but not the additional fee until speaking with the doctor first. They charged my card for $100 irregardless and once the doctor saw my son and DID NOT do a strep throat test as it was unnecessary I asked for a refund which they advised they couldn’t do but that “billing” would be sure to refund the amount. They refused to give me an itemized bill nor a confirmation for the refund. They also refused to run this charge through the insurance company which would’ve covered this 50$ charge which also seems corrupt and sneaky.

• Initial Complaint

  11/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I went to DOC's for my daughter in December 2022. Last night I received a letter from a collections agency, when I called them today they had minimal information for me. DOCs has sent zero letters to my home, zero bills, had zero communication and even attempted to bill the wrong insurance. I have attempted to call DOCs however the billing department doesn't have a voicemail set up and noone answers the phone. I spoke with a receptionist who could not find who the bill was for, no one seems to have any information. I want to pay, but cannot get in touch with anyone to pay, I would have paid what I owed last year, or had them submit it to the CORRECT insurance last year, that has since changed. This is no way to run a business, zero bills, zero communication.

  Customer response

  12/05/2023

  I went into docs and was given some documentation.  I spoke to someone else in the main office via phone and they stated that they billed the wrong insurance. They said they attempted to call me to let me know but couldn't give me the phone number from which they called for me to cross reference with my phone records to show that no call was made or recieved. They will not take away collections until the correct insurance let's them what we are responsible for, which could take months.  Yet there is no definite amount I can pay as they don't know what I owe.   At this point they have us in collections because  they messed up.  I spent 3 hours between calls and waiting to speak to someone in person yesterday.  They acknowledged  this is their mistake and cannot send me or forward me and written communication i.e. bills as they don't have anything that was mailed out to me.  Any help in remedying  this asap before it impacts our credit is greatly appreciated.  

  *****

  Customer response

  12/05/2023

  I went into docs and was given some documentation.  I spoke to someone else in the main office via phone and they stated that they billed the wrong insurance. They said they attempted to call me to let me know but couldn't give me the phone number from which they called for me to cross reference with my phone records to show that no call was made or recieved. They will not take away collections until the correct insurance let's them what we are responsible for, which could take months.  Yet there is no definite amount I can pay as they don't know what I owe.   At this point they have us in collections because  they messed up.  I spent 3 hours between calls and waiting to speak to someone in person yesterday.  They acknowledged  this is their mistake and cannot send me or forward me and written communication i.e. bills as they don't have anything that was mailed out to me.  Any help in remedying  this asap before it impacts our credit is greatly appreciated.  

  *****

• Initial Complaint

  11/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I came to doc's urgent Care on ***** ****** in ********* *********** on Tuesday November 24th. I went and did an x-ray on Friday November 27th. They let me know the X-ray results will be in later that day seeing as I did it at 9:45 a.m. . I did not receive any results I came to the office because I had called three offices and all of them said they couldn't help me. So I have visited the doc's urgent Care on ***** ****** ********* 3 days in a row with a broken toe and no results. Every time I ask the same woman if she can help me she says it's not her fault. I don't know where the communication has gone wrong but I am literally calling everybody and nobody will give me my results. I feel like every break on my work days should not be wasted going here please help.

• Initial Complaint

  09/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  The responsibility of medical professionals with preoperative care is crucial in ensuring the safety and well-being of patients before they undergo surgery. The assessment and Eval was sent to a place where phones did not work, they did not return phone calls, or never received requisitions because DOCs said they sent it but never did. Part of it, as a first hand account, staff is young overworked and under trained. There is no direction. I watched as they misplaced, forgot, simply just got defensive when I pointed the fact. It was their primary responsibility! *** * has yet to finalize his portion of pre op my surgery is on the 10th. It needs to be done by midday tomorrow to enable my travel. Who is in charge? Docs not only has monopolized healthcare but has made their business locked no one answers for bad behavior. If this is happening to me and I understand the problem with human error, patient rights, hippa rights, and more ove the anarchy this organization represents. Then what happens with the many others that may be fooled by the fancy letters on their buildings making them look legitimate? Lord forbid we open our mouth! Yesterday they got defensive and bolted down instead of fixing the problem. I had **** send all records of any and all requests. If their incompetent staff or their bad behavior complicates my surgery this is a criminal act. If Docs offers services for humans but has no coordination, no professionalism, no follow through, no commitment. Then why are they in business. Why do they have a license in this state. Health care is serious matter. I want my paperwork set over for my surgery asap.

• Initial Complaint

  06/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I paid a co pay for service at time of visit They are chasing me for a copay I already paid. I explained several times over the phone and sent emails. Invoice ******

• Initial Complaint

  04/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  DOCS billed us for the incorrect test administered on or around July 20, 2022. We sent a letter disputing the transaction after telling them verbally. They have ignored our letter and instead call repeatedly and will not refund or stop collection activities.

• Initial Complaint

  12/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  My son had his physical done at docs on 8/8/22. They asked me to pay up front for the office visit, as they weren’t sure if my insurance would cover the physical, as it was a few days before his last yearly physical. I paid $145. Docs never submitted the visit to my insurance. My insurance company confirms they cover 1 physical in a calendar year. This would be covered. No one ever picks up their phone and I have a trail of emails over a months time with no resolution. I want them to return my money. They should have submitted the claim to my insurance. This is going on 4 months of this.

• Initial Complaint

  11/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I went to urgent care on November 25th 2022 I was rudely greeted and when I got to the room I didn’t see a doctor I was never told It was tele health appointment and the nurses were very Racists During the appointment I was given COVID and strep and I was told I will have my COVID and strep results with in a hour the whole day passed so I called and I was told rudely greeted again and I was told the results will be ready in a hour so I’m very sick I told the dr I can’t breath eat or sleep when I called back at the end of the day they told me to stop calling and when I requested to talk to dr Alexandra ******* due to feeling worst and worst I never received a call from her she did nothing for me and I still feel sick I asked the dr during the visit to prescribe me something to help me breath and till today I still haven’t heard back from the dr or the nurse at this point I have a fever of 102.5 and the dr that I seen didn’t treat me. At all this is not the first time I have issues with this office I’m a ******** older female and in my medical file instead of asking me my race they assume instead of asking

• Initial Complaint

  11/16/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On the morning of November 16th, 2022 I went to Docs Urgent Care, *** * **** *** ********** ** ***** I have flu like symptoms, I was desperate for help. I sign in, I pay $100 co pay. And at 8:40 am I am told that the physician called out and there's not a doctor. I then am told I can do telehealth. I ask for my money back, I need to see a doctor, I need someone to listen to my lungs. And I am told by the front desk that they can't give me a refund, that I have to call their billing department. **************************************************** ****s random phone numbers, no email address and when I called three times, the "Billing" department has a recording that the line can't take messages, then disconnects. I want the money this Docs Urgent Care Medical Group has taken from me, they took this then told me I can't see a doctor? And now no way to contact them?

*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. ↩