ComplaintsforNextcare Urgent Care

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In January 2024, I visited NextCare twice. The first was in person at a clinic, which was covered by insurance. The second was via telehealth, for which I paid $74.02 on 1/13/24. This was paid two days after the statement date. I have received statements monthly for the same charge that I already paid. Each time (three times now), I called their customer service and was told it would be fixed. I was told that the payment I made had been applied to the in-person visit that was covered by insurance, and they could change that so it covered the correct telehealth visit instead. The last call I made was on 4/17/24, and I was assured the problem would be fixed the next day. Instead, I received an email threatening collections. Each time, I asked for confirmation in writing, which I never received. As of today (4/27/24), there is still a balance due showing on the payment portal. The telehealth experience was terrible as well - I waited on hold for over an hour before being kicked off and told I was scheduled for the next available appointment, without specifying a date or time. The provider called me at 8am the next morning, when I was still asleep, acting clearly annoyed that I was not prepared, and spoke down to me the entire appointment. However, this was not related to the billing issue, and I received the prescription I needed, so this is not part of my complaint.

  Business response

  04/25/2024

  I will send to our billing supervisors to review and reach out to patient.

  Thank you, 

  ******************* Patient Liaison

   

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Feb 2nd I called the clinic asking how much a Covid test would be from my local Nextcare. I was told the test would be $65, so I showed up and was given a virtual exam for the test. I was once again told the amount that I owed was $65 by the receptionist. I PAID the $65 and was discharged from the clinic. One week later I received a bill in the mail for $440. Again, I was told I ONLY owed $65 so this amount was quite a shock. I had called in and raised a billing dispute and on Feb 19th. on March 13th (23 days later), I was told the charges were valid. I raised a second dispute immediately after as I felt this was unfair. I paid what I was TOLD I owed $65, I shouldn't have owed more. March 14th I received another call stating I only owed $75 now. But, again, I was TOLD I would only owe $65, and I PAID that amount already. I continued to push back on this issue. March 18th I received another call, this time I was told the balance was cleared in its entirety, that I no longer owed anything. However, today, March 22 (4 days later), I get ANOTHER call to set up a payment plan for $75 that they say I still owe. You can see my confusion and anger at this situation. I have been told I owed $65 at the start of this all and I paid that amount and I have now been told I owed $0. Someone isn't doing their job correctly over there and I have been LIED to multiple times now. I don't want to owe ANYTHING further. I already PAID $65, it isn't my fault no one can be HONEST or write the notes down in my account properly! I have paid what I was TOLD and now I'm being treated like a thieving villian. I want to put this behind me already. Clear my balance.

  Business response

  03/25/2024

  We will adjust off the balance as a customer courtesy. We apologize for the confusion with this matter. 

  Sincerely, 

  ******************* Patient Liaison 

  Customer response

  03/26/2024

  
  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,
  
  Tananda Nova
  
   
  

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On February 2nd I called the clinic asking how much a Covid test would be from them. They told me it would be $65. I showed up and they gave me a virtual exam for the test. I was again told the amount I owed was $65 by the receptionist. I paid the $65 and was discharged from the clinic. About one week later I received a bill in the mail from the clinic which confused me, because I had already paid. Then I see the amount on the bill was around $400.I wasn't told I would have to pay more than the $65 and this was a huge shock and surprise for me!The bill did say I paid $65 but it added additional things that had I known about (new patient fee and what have you) I would not have gone to this clinic. They never disclosed that there would be additional fees or that I would receive a bill asking for more money.I called in to raise a billing dispute on February 19th. They said that they would look into it. Today March 13th (23 days later) they called me back and said the charges were valid.I feel transgressed and my trust violated. Why tell someone they owe one thing just to hit them with an even bigger bill later? This feels like borderline extortion.I should only owe the $65 (that I already paid), as that's what I was told multiple times by the staff.

  Business response

  03/14/2024

  The balance was adjusted off. 

  Thank you, 

  ******************* Patient Liaison

  Customer response

  03/14/2024

   Today, 3/14, called in to confirm if the bill was wiped out in total but I was told that I STILL owe $75.

  Which again, I've already paid $65 for this visit. It was the amount that I was TOLD by multiple people I was going to pay.

  Why do I still owe money when I've already paid? This is unfair to me. It is not my fault I was told the wrong information and now I'm being punished by still owing money?
  

  Business response

  03/15/2024

  I will have reviewed by our billing supervisors they will reach out to patient. 

  Thank you, 

  ******************* Patient Liaison

  Customer response

  03/27/2024

  
  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,
  
  Tananda Nova
  
   
  

• Initial Complaint

  03/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been waiting for 2 hrs and had a scheduled appointment and people are walking in right in front of me and making appointments right here and getting in before anyone else. Whats the purpose of making an appointment online if they dont go by it. This is a huge inconvenience and I will NEVER be back. This isnt the first time this has happened at this location in **********. it's not even busy only been 3 of us in the waiting room. If I didnt already pay I would walk out.

  Business response

  03/20/2024

  We apologize for the wait time and inconvenience this has caused the patient, however he was thoroughly evaluated and treated no refund is warranted. I will have the clinic manager speack to staff and make sure patients are taken in order. 

  Sincerely, 

  *********************;Patient Liaison

• Initial Complaint

  02/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I visited NextCare Urgent Care on Sunday (February 25th-2024) morning with symptoms suggesting pink eye swollen, itchy, and uncomfortable eyes. Given the urgency of the situation, I decided to forego the online appointment option and went directly to their facility. However, upon arrival, I was informed by what seemed to be a young staff member that there were no healthcare providers available on site. Instead, I was told to wait for a telemedicine consultation.After waiting for an hour, I finally had a virtual consultation with a doctor who confirmed my suspicion of pink eye. She prescribed antibiotics, both oral and eye drops. However, upon reaching the pharmacy, I was informed that they had not received any prescription. Multiple attempts to contact the urgent care facility proved futile. The staff member I spoke to initially assured me he would follow up but never did.Frustrated and in increasing discomfort, I sought assistance from another urgent care facility. It was evident that NextCare was not equipped to handle my urgent medical needs. Despite paying $50 for the consultation, I never received the prescribed medication, rendering the service essentially useless to me.Attempting to resolve the issue, I contacted NextCare multiple times, requesting a refund for the service that failed to provide the essential medication. However, I was met with unhelpful responses, being passed around between different departments, each claiming they couldn't process the refund.In summary, NextCare Urgent Care's lack of adequate staffing, ineffective communication, and inability to provide essential services make it one of the worst urgent care facilities I've encountered. It's concerning that such an establishment is run by individuals who appear to be ill-equipped to handle medical emergencies, leaving patients like myself in distress and without the necessary care.

  Business response

  03/01/2024

  Thank you for bringing your concerns to our attention. We apologize that she was unhappy with the visit and that will be addressed. After review of patient's chart she was evaluated and treated no refund is warranted. 

   

  Thank you, 

  ******************* Patient Liaison

  Customer response

  03/01/2024

  I want a refund for what I payed since not only I didn't get my prescription and had to go a whole day in pain and discomfort. I also had to go to another urgent care next day to get treated and had to spend another $50 in their copay just because Nextcare didn't do their job.

  Business response

  03/04/2024

  This was reviewed by department manager and patient will receive a refund. Patient was contacted. Than you,

   ******************* Patient Liaison

• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Went in for my daughter on August 29th 2023 and paid out of pocket due to a disruption between my insurances. Submitted a claim with insurance 11/27 and contacted Nextcare that a refund was due. I paid $331, I was responsible for $117.01 and a refund from Nextcare was due for $213.99 Called 12/5/2023 and was told it was submitted.Called 12/7/2023 and was told it was processed and would expect a check for the refund amount.Called 12/13/2023 and was told full refund of the $213.99 was to be expected in about 30 days.Called 1/5/2024, was told they cannot give me a reference number for the call, nor could i speak to a supervisor in the billing department was hung up on. Request was submitted AGAIN and expect refund by next week. called 1/17/2024, again told no supervisor available in billing department. Spoke to ********* (8895B) told me no pending refund is reflecting on my account, that it was APPROVED as of 1/17 and "it is indeed reflecting on my account now" and the check was submitted and should arrive with in 2-4 weeks.Now, 2/15/2024, called nextcare again, once again no "supervisor" is available, and hung up on. Called back, spoke to a nice representative who heard me out, and i'm in contact with ****** whose a supervisor in billing. Hoping he can figure this out and i can receive my refund.

  Business response

  02/16/2024

  This will be sent to billing supervisors to review and they will reach out to patieint.

  Thank you, 

  ******************* Patient Liaison

  Customer response

  02/16/2024

  
  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

  02/07/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I went to Urgent Care on 9/28/23. When I arrived I was told that I had a copay of $25.00. I agreed to it. I wanted to pay right away. I was told I would be billed.On my invoice #**************** I was charged for an additional $41.38. At the time of service, I was not told that I would have to pay for this additonal service. I called Cigna that is my insurance. ***** told me that the service provided is not included in the contract Cigna has with this provider.I want a billing adjustment for $41.38, then I will pay the $25.00

  Business response

  02/15/2024

  Thank you I will have reviewed by our billing supervisors and they will reach out to patient.

   

  Sincerely, 

  ******************* Patient Liaison

  Customer response

  02/16/2024

  
  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,
  
  ******* Lagnier
  
   
  

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I went to the urgent care in ******* on the Sunday after Thanksgiving, was misdiagnosed with nausea and given nausea medication that didn't eliminate my symptoms and did about as much good if not less than what I purchased from Target, which seemed to work better. I remained sick for another month and a half until I went to my regular urgent care that correctly diagnosed me with a sinus infection which I told this urgent care I believed it was since I said, regardless of what they may say, that I had sinus symptoms and this is usually a sinus infection as it always is. They keep harassing me over paying something I disputed. They won't leave me alone. I have telephoned them and asked them to release me from this payment last I seek medical malpractice damage for the need to go to another better established medical practice for help. It's not my responsibility to pay them when they didn't do an effective service to fixing my symptoms.

  Customer response

  01/29/2024

  This is meant to go to their corporate, not the specific location.

   

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

   

  Thats the address of where I went but I wish this to go to their corporate.

  Customer response

  02/08/2024

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

• Initial Complaint

  01/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello! Please see the information as follows:DATE OF TRANSACTION: 10/26/23 AMOUNT: $122 + $39 = $161 WHAT THEY COMMITED TO PROVIDE: ********************* committed to providing insurance and the clinic committed to providing a tic diagnosis.NATURE OF DISPUTE: I was misinformed by the clinic. I called them about a tic bite and asked if they an diagnose Lyme Disease. They told me they could and advised me to get the NextCare insurance so that I didn't have to pay a high out-of-pocket price. I followed the directions of the clinic, purchased the insurance, and visited the clinic for a diagnosis. During the visit, the nurse told me that they couldn't diagnose Lyme disease. I reached out to the insurance company and asked for a refund for having been misled. They refused to give me a refund.DID THE BUSINESS TRY TO RESOLVE IT? The business refused to provide a refund.ACCOUNT NUMBER: Member ID: ************ Account Number Ending In: ************ ************ lacks integrity. My guidance was misinformed and at this point on purpose. I made efforts to ensure I was being treated for a service and was ensured it would be that and when I got there it wasn't. I purchased this insurance for that one visit and they couldn't provide the service.

  Business response

  01/22/2024

  Dear Sirs, 

  The visit was discounted due to signing up for our discount program. Patient was evaluated and treated by our provider. Patient may cancel her membership at anytime however no refund is warranted as service was provided. To Cancel patient needs to contact ************************************************* ..

  Sincerely, 

  ******************* Patient Liaison

  Customer response

  01/30/2024

  Complaint ID: ******** Date Filed: 1/21/2024 BBB stated they closed this case because the company stated that I was treated at the clinic. This case should not have been closed because I received no treatment at the clinic. I keep explaining what happened at the clinic and how it correlates to NextCare insurance but somehow it's not being understood. I purchased NextCare insurance on the advice of a receptionist at a clinic in order to get seen by a doctor for my tick bite. When I got to the clinic, I was seen by a nurse who told me that they couldn't diagnose me or treat me. The ONLY reason why I went to the clinic and purchased the insurance was to get TREATED. I was NOT TREATED. I, again, am requesting a refund. Thank you. *****
  
  Sent from *********************** (**********************)
  

  Business response

  01/30/2024

  Patient was absolutely evaluated and treated with medication. It is up to provider to determine treatment. I am sorry patient is unhappy however a service was provided which we get paid for. I do hope patient is feeling better since this was in October 2023.

  Sincerely, 

  ******************* Patient Liaison

  Customer response

  01/31/2024

  I went to the clinic, purchased insurance to be tested for Lyme Disease due to a tick bite. Prior to scheduling the appointment and purchasing the insurance (which was again advised of me to do for a cheaper cost) I asked the clinic if getting tested was available since other clinics I called told me they didnt have the equipment. The person who scheduled my appointment confirmed that they did. So I purchased the insurance and scheduled the appointment. When I got there and waited in the room to be seen, a nurse came in and spoke to me about my concerns. She told me that they didnt have the equipment to test for Lyme Decease. The best she could do was prescribe me an antibiotic.

  Again, I called the clinic before scheduling the appointment and purchasing insurance under the confirmation that I would be able to get tested. That turned out to be a lie.

  As a consumer, I was misled into purchasing a service the company couldnt provide but stated they could.
  

  I am requesting a refund for a service I wasnt provided but paid for. Thank you.

   

  Business response

  02/05/2024

  Customer requested refund for enrollment and visit fees. Requst for refund not approved. Customer self enrolled and was provided full details on how the programs work. Enrollment fees are not refundable. Also, customer used membership on DOS and received member pricing. 
  Request also reviewed by clinic manager and also agreed that no refund is due. 

• Initial Complaint

  12/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 08/24/2023 I was seen at Next Care Urgent Care in ******* (encounter ********). They took my insurance information from TRICARE. They requested $36.00 co-pay which I paid before being seen.I just received (12/23/2023) another bill for *****. How many times am I going to be billed by these people? I noticed an item ***** with a QTY **** that does not make sense. I got one COVID test and one flu test.

  Business response

  12/27/2023

  I apologize for the inconvenience to the patient I will send to billing to refund patient and adjust off the balance. 

  Sincerely, 

  ******************* Patient Liaison

*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. ↩