ComplaintsforNextcare Urgent Care

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Saturday July 6th had a virtual visit with this clinic, the doctor that saw me had no idea as to how to treat me and requested to see me in person, I was leaving town that day, he tried to schedule an appointment for me the same day, when the clinic reached out to me I told him I did it have time that day and if needed I would do it once Im back in town, I was billed $65 dlls for my copay for that visit even though nothing was done, the next day 7/7/2024 Sunday, I was billed for $97.35 for no reason, I have made multiple calls to their billing **** and no know answers, at the clinic on ******** and *********** in ***********, they told me they would send a message to the billing ****, as of how I have not heard back from them.

  Business response

  07/10/2024

  Thank you for bringing this to our attention. I have sent to the managers and they will review and reach out to patient. 

  Sincerely, 

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

  Customer response

  07/11/2024

  
  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

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Came in due to UTI symptoms *** was prescribed medication for yeast. History of utis was disclosed and that tests frequently came back negative but treatment was still necessary to correct symptoms.Meds were not given for uti and i called back to followup and was hung up on after asking for information to file a complaint after being told i couldnt have a message sent to the provider about the current meds not being correct for my symptoms and health management. Called back and was told if it was "really that important" to have rquested information to file a complaint after the concern wasnt treated and being told i would have to pay to be seen again to correct their mistake and then after calling back was hung up on again asking her for her number and then after calling back the phone has been left to ring for 25 minutes now before finally getting a call for the number on the wall in their lobby for complaints. An hour of phone tag and time wasted when i couldve been put on hold for 20 second to take ***************************************************** a phone number. Her name was Borbin her manager is *****. Unable to get in contact with ***** because she "randomly pops in". Poor health services and customer services. I need my meds corrected to what i went in with symptoms for and a written apology from the receptionist "******" who was alone in clinic answering calls at 2:37pm on the 28th of june at the ****** and **** location.

  Business response

  07/02/2024

  Tell us why here...Thank you for bringing your concerns to our attention. I assure you the clinic manager and the area operations manager are aware and addressing this matter with staff. Also it is up to provider to detemine care however I will have provider review if patient is still having symptoms they will need to return to clinic for a re-evaluation. fI apologize for the negative experience and the inconvenience this has caused you. Hoping you will consider returning to NextCare for your future health care needs. Wishing you good health .

   

  Sincerely,

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

• Initial Complaint

  06/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Used next care urgent care over two years ago and am still getting bills for 50$ over and over. After paying off my original balance of 98$ No response on the phone or email

  Business response

  06/23/2024

  I have sent to our billing supervisors to review they will reach out to patient. 

  Sincerely, 

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

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Next Care of *********. offers a medical discount program under the name of NextCare ************** and charging patients $39.00/month for this program. This program requires you to setup auto billing with them. The service is cancellable at any time. I followed their cancelation process through their website on 2/20/24. Upon completing their outlined process, I discovered their systems do not offer email confirmations confirming cancelations. Due to this, I called into their support line to confirm this service was cancelled since no confirmation by email or mail was done. They verbalized confirmation on 2/20/24. This company has continued to bill me for the same monthly charges that they informed me they canceled. I called back on 6/11/2024 to get help with the concern. The rep refused to send or email me the notes showing cancelation request on 2/20/24. I asked for supervisor *** to step in and was told a call back would occur for escalation in helping with the matter. No one call called back to assist. Phone rep said she is not authorized to send emails to confirm notes of previous cancelation request, web portal cancelations do not confirm by email or mailers of actions requested, calling follow-*** do not happen. This company offers a service and does not full fill cancelation requests. I can only imagine how many other victims are being taken advantage of in their flawed process and systems in place. They have collected an additional 4 months of charges with no resolution to refund.Including contact info below:discounts.nextcare.com/contact ************ ******************************

  Business response

  06/14/2024

  I have forwarded patient concern to supervisor of that department and she will reach out to patient. 

  Thank you, 

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

  Customer response

  06/25/2024

  I, *********************, viewed the messages regarding the BBB complaint #********, issued with the BBB on 6/11/24. I wanted to inform you that the issue has NOT been resolved. The complaint against Nextcare Urgent Care has not made any attempt to resolve the issue at this time. I have not received any form of call, voice message, email or mailbox letter from the Nextcare business. This company continues to fall short in doing what they say. Can any more escalations be forwarded towards this company?  
  
  Regards,
  
  *********************

  Business response

  06/25/2024

  I reviewed ******* account and found that his claim is correct. He called our ********************** on February 20, 2024, however, our billing team did not send his request to our (Medial ****************** ********** for processing. This is why he kept getting charged. He called again on June 11,2024 to our ********************** and advised our team member of his previous request. We received this request in our **********, however, my new team member missed the prior note. The membership was cancelled with his June 11,2024 request but his request for a refund was not properly reviewed.
  
  I spoke to ****** on, June 20, 2024. I reviewed the account with him and assured him that we did have his request from February noted in his chart. He was advised that his membership has been cancelled and that we issued a refund for the payments that processed after his initial request. He was issued a refund for the payments processed on March 07, 2024, April 07, 2024, May 07,2024 and June 07, 2024. We also sent him an email confirmation with this information. He appreciated the follow up and resolution to his complaint. No further action was requested from the customer.
  
  
  Best Regards,
  *******************************
  Medical Discount Program Manager

• Initial Complaint

  06/08/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was very sick while visiting my family in Arizona. Nextcare did not have any availability to book an appointment for a week. They did not help me but they took my information. Now I receive unsolicited text messages every month to book an appointment with Nextcare via their website. There is no way to unsubscribe. I contacted them 3 times but they do not respond. I am being spammed by an urgent care center that is not in my state. Please help me get all my data and contact information removed from this company. I do not want to be harassed or contacted by Nextcare.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was seen twice by Next Care Urgent Care in ***********, **, and I receive bills from headquarters in **. The dates of service are 10/25/22 and 10/28/22. Although this was two years ago, I continue to receive bills to include threats that the bills will be turned over to collections. I have spent way too much time attempting to resolve this over the telephone with the billing office. I have provided a copy of the *** (Explanation of Benefits) twice. Thus shows that Next Care was paid, and I have been told that the payment may have accidently gone to something else while being assured that the matter would be resolved. Today I spoke with someone who stated they would need a cancelled check. I continue to receive the bill with threatening statements in regards to turning it over to collections. Since you have received the *** and conceded that sometimes payments from the insurance company are attributed by Next Care incorrectly, I want the bill zeroed out with a statement showing tat I do not owe anything sent to me. The current amount listed is $250. Because of this billing nightmare, I am seriously afraid to ever use this urgent care again. I sent in the *** again recently, so this should all be viewable in the notes. I requested a billing adjustment below, but I am not sure if that is the correct request or not because my insurance DID pay.

  Business response

  05/28/2024

  This has been sent to our billing supervisors they will review and reach out to patient. I apologize for the inconvenience to the patient. 

   

  Thank you, 

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

• Initial Complaint

  05/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Service was rendered 12/27/22 in **. I have ******** and BCBS insurance. A bill was sent to me 11/10/23. I paid the bill, $22.60 11/12/23 and two days later was notified from BCBS that they had paid the bill. I contacted Nextcare 11/15/23 telling them of the over payment. Check hadn't cleared and placed a note on file. No reimbursement was made. Called 1/23/24 to tell them again. Told my check came and there was an over payment. Was told a check will be sent 2-3 weeks. Still no check. Called again 4/16/24. This time the rep said it was ridiculous and sending it to the supervisors. As of 5/17/24 I STILL have not received a reimbursement check.

  Business response

  05/22/2024

  I have forwarded this to our billing supervisors to review and address. I apologize for the inconvenience to patient. 

  Sincerely, 

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

• Initial Complaint

  05/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Me and my minor daughter were seen at the Nextcare Urgent-care on 09/15/2023. We paid at the time of service, insurance processed the claim on 09/21/2023. Nextcare sent us a final bill dated 10/05/2023 for amount $255.04 (combined amount in one bill, enclosed) which was fully paid on 10/15/2023 (receipt enclosed, 2nd page of the bill). Now Nextcare has sent us for collections for $30 for which no bills were ever sent. To avoid any credit impact, we went ahead and paid the $30 today but this is immoral and unethical business practice. After we paid the final bill on 10/15/2023, Nextcare is inventing ways to collect more money by unfair means.

  Business response

  05/13/2024

  I have sent patient concern to the clinic manager and also our billing supervisors to review. They will reach out to patient.  we apologize for any inconvenience patient. 

  Sincerely, 

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

  Customer response

  05/13/2024

  Thank you for your response. I will wait to be contacted by the business.

  Business response

  05/15/2024

  You re welcome and I see it has been addressed. 

  Sincerely, 

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

  Customer response

  05/16/2024

  Thank you for reaching out to me twice over the phone and looking into your billing errors. At this moment I am not sure how this will be addressed. So I appreciate the business's initiatives but the response will be acceptable once granular details on the resolution is shared. Thanks again. 

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  In April 2024 I called NextCare located ************************************************************** and inquired about TB blood test. I asked if the clinic provides such lab service and how much it cost. I was answered that the clinic does provide such testing (TB blood test) and it would cost $90. On the day of my appointment, I once again made sure that I only have to pay $90 for the test and was assured that it was the price for the service. A week later I receive a bill for $369.97 from another lab ******************* ******* that I did not go to nor was aware that my blood test would be performed by someone else rather than NextCare. When I called NextCare I was told that NextCare does not perform lab tests but sends them to Quest Diagnostics and that I now own them almost $400. They said NextCare chooses to use Quest Diagnostics for lab tests and quest Diagnostics charge patients. However, on NextCare website it specifically mentions in-clinic lab services and blood testing. I was not made aware that my blood sample would be processed somewhere else and that I would be responsible financially for it. I was deceived by NextCare into believing that they DO provide blood testing, important financial information was omitted and I was basically tricked into paying for services provided by a third party that I never went to. As for today, May 8th 2024, both NextCare and Quest Diagnostics are refusing to resolve this situation, telling me "call Quest Diagnostics" and "call NextCare". Additionally, the manager at NextCare located ************************************************************** called the whole situation a miscommunication, implying I did not understand how their clinic chooses to do their business. It was an insult in my face. We called the clinic again and inquired about the TB test and pricing at NextCare clinic to see if they now disclose the prices for third parties. They answered the same we perform tb blood test and it costs $90. They keep deceiving people.

  Business response

  05/21/2024

  I will have this reviewed by the area ops manager and she will reach out to the patient. I apologize for the inconvenience. 

  Sincerely, 

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

   

  Customer response

  05/21/2024

  as of now I cannot accept this respone as a resolution of the matter.The branch manager failed to correct the bill, claiming that the bill charge is a result of "miscommunication". Looking for the bill to be cleared. 

  Business response

  05/22/2024

  I am sorry however I talked to her and she will be reaching out to patient. 

  Customer response

  05/27/2024

  I am still waiting for the confirmation that the bill has been nulled 

*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. ↩