ComplaintsforPhysicians Immediate Care Corporate Headquarters

Urgent Care Clinic

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Initial Complaint
10/30/2024
Complaint Type:
Billing Issues
Status:
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.
I went into Physicians Immediate Care to get a flu test and paid over $100 at the time of visit with my insurance (reputable insurer through my employer.) I now am receiving another $100+ bill with no explanation of what is being charged in that total. I have called over 10 times the numbers listed for the billing department and no one answers. I will not be paying the bill until someone answers and provides this information. It is ridiculous to be a medical provider and have the ******** department completely unable to get ahold of.
Business response
10/31/2024
Response attached.
Initial Complaint
10/23/2024
Complaint Type:
Billing Issues
Status:
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.
I received mail and text demanding payment for medical services in ********, ********. When I received those minor services, I was not told of any bill and, in fact was assured that it would be covered by my insurance, which is ******** primary and Tricare supplemental.I have made multiple attempts via text and phone to contact them, waiting over 30 minutes several times. My account number with them for this is ******.
Business response
10/25/2024
Response attached.
Initial Complaint
10/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I am reaching out regarding a frustrating experience Ive encountered with the billing department of Physicians Immediate, and I am hoping we can resolve the issue promptly.On my service date of 1/20, I was told I had to pay $168 upfront, even though I provided my insurance information at the time. While I informed the staff that I did not have my HSA card on hand, I was told I could not proceed with the appointment unless I paid the amount in full using my credit card. I was ill and in need of immediate care, so I felt compelled to comply with the payment, despite my preference to use my HSA card.I was informed that once my insurance processed the claim, I could call back and request a refund of the $168. However, I am now receiving an additional invoice for a patient balance of $77.77. In the past weeks, I spent over an hour on the phone attempting to resolve this matter by requesting to pay both the $168 and the $77.77 with my HSA card, as this is financially advantageous for me. Unfortunately, I was told that I could not pay more than my current balance.This raises the question: if I was required to pay $168 upfront on 1/20 when my balance was zero, why am I now being prevented from paying the same amount in order to utilize my HSA card?After spending over an hour on the phone explaining the situation, I asked to speak to a manager in which I was told that someone would call me the next day. To date, I have not received any follow-up from a manager. I have tried to call back and have emailed this providers office with no response but I continue to get bombarded with reminders to pay my balance. I would greatly appreciate it if someone could review this situation and get back to me promptly, as the current lack of resolution has been quite frustrating.
Business response
10/25/2024
Response attached.
Customer response
10/29/2024

Complaint: 22463538

I am rejecting this response because:
They said they would work with me directly but I have not heard back. The their response was dated 10/25 and today is 10/29. I have not received any calls, voicemails or emails. Please let me know when I should expect to hear back or provide me with a contact so that I can reach out directly.
Sincerely,

****** Ip
Business response
10/30/2024
This complaint is currently under review. Please allow additional time for the office to reach out.
Initial Complaint
10/07/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My daughter visited this facility on 2/23/34 for an ankle injury. We have paid several invoices related to this date of service. We continue to receive one in the amount of $14 with threats to send us to collections. When we log in online, it says our balance is $0. We are unable to call as the official number on the invoice as well as any we can find online for this companies billing services comes up as "user busy" when attempting to call. My husband physically visited the Physicians Immediate care location and opened a "ticket" with the front desk staff to get answers. We are not satisfied with being sent to collections over a small dollar amount that we have no way to pay.
Business response
10/09/2024
Response attached.
Initial Complaint
10/04/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I had an injury while working and I used urgent care service of Physicians immediate care in *****************, **. DOS 05/06/2024 and 05/20/2024. I work at ***********************, and I was covered under workers comp at the time of the visit by Corvel. However, Physicians Immediate Care keep sending me a bill for both visit with no insurance on file despite I sent them twice my work comp claim number and my Adjuster information through mail in the detached portion of the medical bill. I also called several times at different times of the day to the number on the bill for patient service and I never got anyone on the phone after an extra-long on hold waiting time (sometimes an hour or more). This is unacceptable and if they send me to collection for their disorganization and poor patient service on the phone I will be forced to get this issue to a higher level, because I've been done everything needs to be done to be responsible for the bill and at this point, I think they are just playing fool to get some cash.
Business response
10/08/2024
Response attached!
Initial Complaint
10/01/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I went to their location in ******* IL on 9/14/2023. My insurance sent me an explanation of benefits (***) dated 1/16/2024 showing the amount I owed per their contract with the provider. The provider sent me the first statement dated 5/28/2024 for the full amount, not their contracted allowed amount with my insurance and the amount showing I owed on my explanation of benefits. I called the provider's customer service on 6/4/2024 and they said they did not receive the *** from my insurance and that I needed to ask my insurance to fax a copy to them. I called my insurance and they said the provider needed to request it. I called the provider back and told the representative that my insurance said they needed to request the ***. I received another statement dated 6/27/2024 for the full amount again. I composed a letter to the provider dated 7/4/2024 detailing my previous call to their customer service regarding my account and included a copy of my insurance *** dated 1/16/2024 yet I received another statement dated 7/27/2024 for the full amount. Instead of calling my insurance for a copy of the ***, the provider filed the claim again and I received another *** dated 7/31/2024 which denied the claim as a duplicate. Both **** show the allowed charge per the providers contract with my insurance which is significantly less than the amount they are billing me. I received another statement dated 8/26/2024 for the full amount. I called customer service on 9/3/2024 and the representative said they did not receive the *** dated 7/31/2024 and they would "look into it". Today I received another statement dated 9/26/2024 for the full amount. I feel that this provider has had more than enough time to settle this account. It almost seems like they are trying to get more money than the amount they contracted with my insurance. I will gladly pay the amount that I owe when they send me a statement for the correct amount.
Business response
10/04/2024
Response attached.
Customer response
10/07/2024

Complaint: 22365895

I am rejecting this response because: as stated in my complaint, I have interacted directly with their customer service for several months without resolution. I will not close this complaint until I receive a statement in the mail for the correct amount I owe per the contract amount with my insurance.

Sincerely,

***** ******
Business response
10/09/2024
This complaint is under review.
Customer response
10/10/2024

Complaint: 22365895

I am rejecting this response because: the issue has not been resolved. I did receive a call/voicemail yesterday afternoon from *** at the business; she said she would call me again this morning. I called the business back yesterday and waited on hold for over 30 minutes. I really don't need to speak to anyone since I had multiple conversations with the business customer service and provided a written letter with a copy of my insurance EOB prior to submitting my complaint to BBB. The business just needs to mail me a statement for the correct amount I owe per their contract with my insurance as listed on the copy of my EOB that I mailed them in July and attached to my BBB complaint.

Sincerely,

***** ******
Business response
10/14/2024
This complaint is under review.
Customer response
10/14/2024

Complaint: 22365895

I am rejecting this response because: as stated in the message from the business
"This complaint is under review." so the issue has not been resolved. I cannot close this complaint until I receive a statement in the mail for the correct amount that I owe, per the business's contract with my insurance (AMBETTER of IL).
Sincerely,

***** ******
Business response
10/14/2024
Please allow additional time for the office to review and respond.
Customer response
10/14/2024

Complaint: 22365895

I am rejecting this response because: perhaps you should call AMBETTER of IL and obtain copies of the **** then you'll have the documentation necessary to mail me an accurate statement and settlement the account.
I provided this information to your customer service representative "******" when I first called regarding the billing error on 6/4/2024, call ref# I-135003256
AMBETTER of IL: ************ (option #2 for provider questions)
L

Sincerely,

***** ******
Business response
10/15/2024
Please allow additional time for the office to review and respond.
Customer response
10/28/2024

Better Business Bureau:

I received a correct statement on 10/21/2024 from the business and paid the account at their local facility. Complaint ID ********, can be closed.

Sincerely,

***** ******
Initial Complaint
09/24/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I was in the office on 5/23/2024 and was charged a $35.00 copay. I paid it with my credit card. today 9/24/24 I received a bill for $25.00. I have now spent 1 hour and 3 minutes on hold with them and no one has taken my call. Attached are copies of the bill I received and the ***** payment that was made for $35.00. I am also attaching a screen shot of how long I have been on hold with them. This is completely unprofessional.
Business response
09/27/2024
Response attached!
Initial Complaint
09/19/2024
Complaint Type:
Customer Service Issues
Status:
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.
I received a bill for "medical services" I supposedly received, however, to my best recollection I've never been here, I have a regular doctor I've been seeing nearly 20 years! I've tried calling the number supplied on the statement but nobody ever picks up, other than a recording stating someone will answer within the next 5 minutes! I don't want this ***** **** ending up on my credit report but cannot reach anyone to set the matter straight!
Business response
09/23/2024
Response attached!
Initial Complaint
08/30/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On July 12, 2024, I went to a Physician's Immediate Care facility located *****************************************. I was informed by the receptionist that a one-time charge of $168 was due prior to my visit, and that she would take my insurance information and run it later. I was assured that my insurance covered the visit my money would be refunded, but otherwise I was paying the out-of-pocket price and would not be liable for additional charges as long as no outside testing was required, or lab work was done. It was a simple office visit/exam that last less than 15mins. I received a bill in the mail a couple of weeks later stating that we still owed them $89.81. They claimed they submitted the visit to my insurance (UnitedHealthCare) and that I was liable for the remaining balance. I went back to the facility with the bill and asked them to explain. They looked at the bill and agreed with me that it was wrong and that I had already paid in full. They informed me that they could not fix billing problems at their office but provided me with a number to call. My wife first tried to call and getting the billing error resolved, and she was stone walled. I, the patient, called them and likewise was told that what I was told in person, what the office stated and what their very own website promises are wrong. Because I have insurance, they can now charge me more than what they agreed upon as my max out of pocket at the time of the visit.They are completely unwilling to fix the problem, let alone apologize for their mistake, instead they have doubled down and stated that there is nothing they can do.
Business response
09/03/2024
Response attached.
Initial Complaint
06/10/2024
Complaint Type:
Product Issues
Status:
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.
On Dec 22, 2023 my son was seen at physicians immediate care in *********, **. He was/ is covered under insurance. *** charged me full price for day of visit. I called 12/26/23 and provided proof of insurance and *** said they would get me a refund check sent to my house. I didnt receive check. I called 01/26/24,01/30/24, 02/29/24. Each time they said the team was reviewing and confirming I did have insurance. I called again on 04/03/24 and they provided me a check number and said I should receive check within 10 days. I did not receive check so I called again on 04/11/24,04/22/24,06/04/24,06/10/24. Each time I asked to speak with supervisor and each time they said they were busy and to expect a call back which I never received a call back. They said the check is still with team (refund has been approved) but they just have not sent the check. They confirmed my address with every phone call- but again, no call back, no check received.
Business response
06/11/2024
Response attached.

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