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Business Profile

Urgent Care Clinic

Nextcare Urgent Care

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Urgent Care Clinic.

Complaints

This profile includes complaints for Nextcare Urgent Care's headquarters and its corporate-owned locations. To view all corporate locations, see

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Nextcare Urgent Care has 82 locations, listed below.

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    Customer Complaints Summary

    • 109 total complaints in the last 3 years.
    • 39 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/21/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Nextcare has been sending me an invoice for a visit that I paid for in person. I have the transaction in my checking account dated for November 14th, and despite communicating that I already paid this and they could let me know what they needed on my end to cancel the bill, I've heard crickets. I am extremely frustrated, and this is not the first time I have had an issue with being sent a bill for urgent care visits I've already paid for in the past year.

      Business Response

      Date: 03/24/2025

      Hello,

       

      i have sent this complaint to our billing department for further investigation.  Once completed they will reach out to patient.

       

      Thank you,

      *******

    • Initial Complaint

      Date:02/25/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 2/21/2025 I went to the *********************************** UrgentCare as it was the only 24 hour one. They claimed not to have my insurance information and made me email it to them. They then did not run my insurance and said I had a $75 "copay," that is the self pay and again they did NOT run my insurance and I have checked with them, and they said no claim has been filed by Nextcare. This is fraudulent as they demanded I provide the insurance information then did not run it.

      Business Response

      Date: 03/03/2025

      Hi,

      I sent this to the clinic for further review.  They will be reaching out to patient regarding refund request.

       

      Thank you,

      Customer Answer

      Date: 03/04/2025

      Business has not contacted me.

      Business Response

      Date: 03/05/2025

      Hello,

       

      This was sent over to leadership for review on Monday 3/3/25.

       

      Thank you,

    • Initial Complaint

      Date:02/18/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I completed a satisfactory virtual appointment with a nurse practitioner for NextCare. She advised me to go to my closest clinic, which we confirmed together, and I would only need to go in and get swabbed for flu and COVID. She said she would check my file in about 40 minutes, being 830 am, and she would send me the results when she closed my file. I was told I only needed to go to the desk, ask to be swabbed, and it would be just a few minutes. As I was driving, I received a call from a NextCare representative telling me to head to the clinic near me, which we confirmed, and I could tell the receptionist to transfer my file and get me swabbed. I was told it would be just a few minutes. Upon arrival, the receptionist told me that I would be treated as a walk-in and there were three people ahead of me. I explained what I was told and she said, "if we touch you at all then we have to do a full assessment and evaluation". So I had to do my paperwork again for another appointment. This means that my insurance was charged twice for one appointment. I told the woman I did not feel well enough to wait for that long in the waiting room but when I got home I received several texts stating that my appointment was ready and then that they had no-showed me to my appointment, which I declined because I was already seen.

      Business Response

      Date: 03/03/2025

      Hello,

      I could not pull up patient information provided.  I did send to our Virtual team for further review.  They will reach out to patient if they are successful in locating who the patient is.

       

      Thank you,

      Customer Answer

      Date: 03/03/2025


      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.
      The company contacted me almost immediately and got me a new appointment for labs only. This location and customer service was much better received. Clearly just an isolated incident with one clinic.
      Regards,

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

       

    • Initial Complaint

      Date:02/18/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of Transaction: 02.04.2025 Amount Paid for Transaction: $75.00 What the Business Committed to Provide: Website stated that the location has many medical diagnostics, including radiography.Nature of Dispute: I was not informed until I was in my appointment with the medical practitioner that the radiography imaging equipment was broken and that there was no technician onsite. I chose this provider because I had lung pain and I was in need of imaging for assurance there is not a serious issue at hand. I am understanding that equipment breaks - if I had known that the imaging was not available, I would have gone elsewhere for the services. My request is that NextCare implements a process where signage is posted in their lobby that imaging is not available to avoid misleading patients and extracting costly copays.Resolution: The office manager contacted me and the response was "we will do better". This visit cost me $75.00. The manager pointed out that other analytics and prescriptions were provided - re: analytics, COVID and Influenza tests at home are readily available and I do have these. Re: RX, I could have contacted my PCP for a prescription since I am asthmatic and the RXs were not abnormal to managing asthma. I chose to come to this practice for services advertised."We will do better" does not prevent costly ****** and patient suffering over 1 week while waiting for x-rays from an outsourced provider (**************) who was also having serious technical issues.I only just today, 2/13/25, received results from the Clinician at NextCare.

      Business Response

      Date: 02/18/2025

      Hello,

      This has been sent to leadership for further review.  They will reach out to patient with resolution.

       

      Thank you,

      Customer Answer

      Date: 02/18/2025


      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

      Date:02/16/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been trying to get a refund of payment that was given to NextCare on charges from 2023 and 2024. I have made 4 phone calls in the past 5 months. During these phone calls, I have been told each time that my refund will be distributed in the form of a check and mailed to me within 7 business days. I still haven't received anything. My last phone call with them, I was actually told my refund would be expedited. I am supposed to be getting at least $115 but i believe I am due more than this but am so tired of arguing with them.

    • Initial Complaint

      Date:02/11/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My son was seen at the clinic **** ***** on 1/31 no X-ray was available so we went to offsite one on 2/3 I have called multiple times to get results and no one cares to call back or give me results

      Business Response

      Date: 02/12/2025

      Hello, 

      Sent this to our clinic for review and contact patient with results.

       

      Thank you,

    • Initial Complaint

      Date:02/05/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I visited this urgent care late last year when I did not have insurance as they said they had a payment plan where you would pay $125 plus $39 per visit and I signed up for that. This was a 1x charge. Now they are telling me that the credit card was disputed and the charges were reversed so they are charging me $441. I am not going to pay this as I paid this bill and did not know there was a billing issue until today when I was going to go back to them to have an injury looked at. I have no problem having them recharge another card but not paying this bill.

      Business Response

      Date: 02/10/2025

      this has been sent to our billing department for further review.  They will reach out to patient.

       

      Thank you,

      Customer Answer

      Date: 02/10/2025

      Please have them reach out to me ASAP at my phone number provided ************ to discuss the issue with this credit card. Several of my cards were stolen and had to be cancelled and there must be some mistake of them disputing the wrong charge or something but I will NOT pay this big bill as this is simply a billing error and for you to stick this bill to me because of this error is simply a disgrace against your company that you would do that to your customers. I read **** about your lawsuits for billing issues to your customers and if I had knows this before, I would NEVER have come to your facility. I certainly will not in the future after waiting online for 20 minutes when I called your billing department and the person told me they would not re-bill my credit card that the entire bill would be due for $441 instead of the $125 that I agreed to pay when we came in. This does say **** about the kind of company you are and I will warn others of this also. Things happen, my card was stolen, I had to cancel it. For you to kick a person while they are already down is not ok.   

      Business Response

      Date: 02/11/2025

      Hello, I received the first BBB complaint on 2/5/2025 in which this was sent to our billing department and is still in review.  They will be reaching out to patient with final decision.

       

      Thank you,

    • Initial Complaint

      Date:02/04/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      1-30-2025 Went in for a possible UTI for my son. Paid the Insurance fee $75. Appointment at 1pm. Wait was long so asked if it would be ok to go into a room and see an online provider. I agreed. Finally talked to someone an hour later. Took a Urine test then saw the provider. The provider said there was not any evidence of a *** but would send Urine to see if anything grows after a few days. I also asked to do a full STD Panel Just to get all tests done. No one called back so I called today 2-4-2025. Found out the tests were not ordered. I was very upset. I asked to come back in to give another Urine sample to get these tests done. They said I would have to make another appointment and also pay a whole new appointment fee because it has been over 5 days. This seems very shady. I should not have to pay for another Urgent Care appointment. It was clearly their fault they did not order the tests. I asked for this to be escalated and also tried to go on their website to get a hold of customer service to get this resolved. The website is terrible and there is no way to talk to a "live" person. There was an option to pay $5 to talk to someone. This is another shady thing that Next care is doing. The website says it is fully refundable but it makes no sense to even put in your cc# to talk to someone. With all the fraud doing on I do not feel comfortable doing this nor do I think this is a standard practice. I have never seen anything like it. I should be able to go back into Urgent Care and give another Urine sample to get the tests done that were supposed to ordered. I would like my $75 returned to me. I am sue they put this through the iNsurance and it sounds very Shady. Now I am going to another Urgent Care. I need this taken care of. I will also be contacting my Insurance Provider about this.

      Business Response

      Date: 02/04/2025

      hello,

      This has been sent to our operations team for further review.

       

      Thank you,

    • Initial Complaint

      Date:12/30/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had terrible service after I subscribe for nextcare monthly subscription on my first and only visit. I asked to cancel my membership and i am keep getting bill. ****** my membership My account number ****************

      Business Response

      Date: 01/07/2025

      I have sent this to our Medical Discount Program.  This is in process if not already completed.

    • Initial Complaint

      Date:12/16/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I keep getting a bill for *** 6/26/24 where they still have not properly submitted to my insurance. I gave them my insurance card on the *** and somehow they still billed an insurance that expired over 15 years ago. I was sent a bill supposedly stating my insurance paid a portion and I need to pay the balance. But of course, that 15 year old insurance did not actually pay, nor did my current insurance. I called to figure out what went wrong and why they claimed insurance paid when they didnt. They ignored that question but got my correct insurance on file. A few months go by and I have the same problem. I call to give them my active insurance again and they say it will definitely get taken care of. Now today on 12/16/24 I get another notification to pay. The **** ***** doesnt look right to me so I check my online insurance portal. There are no processed claims nor pending claims for NextCare so that means they still didnt submit it yet are still claiming insurance paid and they are asking me to pay way more than the amount of cost share I would actually have if my insurance truly paid. I call their billing line and wait on hold for over 30 min. The phone starts finally ringing after sitting with hold music and the link just goes blank. I stay on about a minute more before hanging up. I call again, same thing but its almost 20 minutes, then the ringing, then the blank line. I try to call the location directly to ask what to do, it rings and rings and rings and then says they are busy with other callers and to try again later. I will happily pay this bill when it goes through insurance properly, but at this point I have no clue how to get a hold of anyone to get this fixed.

      Business Response

      Date: 12/17/2024

      Hello,  I have sent this to our billing department for further investigation.  They will reach out to patient.

       

      Thank you,

      Customer Answer

      Date: 12/17/2024

      I will accept once the issue is fully resolved and it has been submitted to my insurance  

      Business Response

      Date: 12/18/2024

      this has already been sent to our billing department for further review.

      Customer Answer

      Date: 01/13/2025


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID *******. I want to note that it took ANOTHER attempt to reach out to my insurance after the initial phone call I received from NextCare billing, assuring me again that it was submitted. It was AGAIN somehow submitted to the wrong insurance; an insurance I had over 15 years ago (the same issue we had three separate time, despite me providing a totally different ID number and ID card than it was submitted to). That insurance *** had to call NextCare billing themselves and try and get it to the correct insurance. I do not understand why it took so many attempts to get to the correct insurance. I do see the claim now in my insurance portal. I will wait for the claim to be processed and, if it does, will consider this complaint resolved.

      Regards,

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

       

    Nextcare Urgent Care is NOT a BBB Accredited Business.

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