Complaints

• Initial Complaint

  02/11/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  02/12/2025

  Hello, 

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

   

  Thank you,

• Initial Complaint

  02/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I previously sent an email to Nextcare Urgent Care through their website and have not yet received a response. I then sent the following email on January 30th and still have not received a response. I was seen at Nextcare Urgent Care in ********** on November 2, 2024 after being run over from behind by a child on a motorized vehicle (Bird E-Scooter) going approximately 20+ mph. I sustained multiple injuries including an injury to my left hand from falling forward and extending my hand to break the fall. The doctor prescribed a medical device- thumb spica to address the injury. The thumb spica he prescribed was a universal size thumb spica. After a few days of wearing this thumb spica, I came to the realization that it was causing more pain and was not supporting healing. I made an appointment with a hand specialist and was provided with an appropriately fitted and style of thumb spica to support my healing. On December 23rd, I received a bill from Breg of $142.00 for a thumb spica that was prescribed by the medical professional in the wrong size and the wrong style. **** had informed me that there was a 30 day refund option available to me, which I knew nothing about. I was not informed by the doctor nor the assistants and Breg did not send the bill well beyond the 30-day refund timeframe. While I understand that I signed off acknowledging receipt of the thumb spica, I am not a medical professional and trusted that the device provided to me by YOUR MEDICAL PROFESSIONAL was medically necessary, the correct size, and the correct style. As a patient, I should have full confidence in the medical professional overseeing my care to prescribe the correct device to ****** healing. I have contacted Breg twice now to explain that I am disputing this charge with NextCare Urgent Care; however, I have not received a response from anyone at this time.

  Business response

  02/10/2025

  Sending this to our department to have this reviewed and will have them reach out to patient.

   

  Thank you,

• Initial Complaint

  02/04/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  02/04/2025

  hello,

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

   

  Thank you,

• Initial Complaint

  12/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  01/07/2025

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

• Initial Complaint

  12/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  12/17/2024

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

   

  Thank you,

  Customer response

  12/17/2024

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

  Business response

  12/18/2024

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

  Customer response

  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,
  
  ****** *******
  
   
  

• Initial Complaint

  11/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Extremely ******************************************************Payments I recently visited a NextCare facility for the first time with my daughter on 11/29/2024 and had a very troubling experience. After paying two co-payments for both of us, we were denied services and told to leave by the triage nurse, ******. Her behavior was completely unprofessional, and I was shocked by the lack of customer service and basic care.When I checked in, I gave consent for my daughter to accompany me back, and vice versa. However, Nurse ****** insisted that she had the authority to decide who could accompany whom, and refused to allow us to be seen together. She then informed me that she was the only one who could triage us and, for reasons unclear, told us to leave.This level of treatmentdenying care based on what seems like a personal power tripwas both unacceptable and distressing. Ive never encountered such behavior at any medical facility, and I find it hard to believe that this is acceptable in any healthcare setting.

  Business response

  12/10/2024

  Hello,

  This has been escalated, and patient will be contacted.

• Initial Complaint

  11/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On November 21st 2024 I searched the internet for an Urgent Care, and I found the NextCare Website which advertises they are **************************************, and on the NextCare Website in *************** it indicates among other things they offer X-rays for Abdominal Issues at theirfacility... ( See Attached)... I made an appointment, and went to the *************** (NextCare) a few hours later on this same day November 21st, 2024...I was seen by a Doctor at the NextCare Urgent Care who advised me they do not offer X-Rays at NextCare, and the Doctor then referredme to a Hospital in *************** for treatment where I received the X-Ray, along with other tests...This Company (NextCare) is advertising services offered to the Public on theirwebsite that is False, and Misleading, because when I went to NextCare, andwas seen by a Doctor he advised me they do not offer X-Rays, and the Doctorreferredme to a Hospital to get the very service (X-Rays) for abdominal issues NextCare advertises they offer...Furthermore what I also find very concerning is the referral paperwork (Attached) NextCare provided me for the hospital referral did not reference anything about an X-Ray, which I believe was left out of the referral paperwork purposely by NextCare because it appears NextCare is aware they are ***************** services, and purposely omitted this information in their referral paperwork...NextCare is clearly in violation of Arizona Statute13-2203 ( *****************), and should not be advertising these, or any other services they don'tactually provide, and then refer the patient somewhere else to get the very same service they indicate on their website they provide at their location, and then bill the patient's insurance $443.00like they did to me...

  Business response

  12/02/2024

  Hello,  This has been sent for review in which our staff will contact patient.

   

  thank you

• Initial Complaint

  11/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Decided to schedule an online telehealth visit with Access Medical ***** (10/20/24.) I then was sent through Next Care. Scheduled the appointment and had a ************************************************* to take tons of over the counter medication for a bad cough and sinus congestion. *********** Quil, Sudafed, *********, cough syrup, you name it. She prescribed a cough medicine that I never could pick up because the pharmacy does not carry it nor has ever seen it prescribed. Now I have received notice that they tried to bill my insurance $430 (I can see the claim,) and after adjustments they are saying I owe $127. Self pay is $65. I am on a high deductible health plan. If my insurance didnt cover anything, they should bill me as self pay. Processing a claim through my insurance for $430 versus the $65 that they charge self pay is fraudulent. Not to mention the negligent advice received from the doctor, which caused me to have an immune response and break out in hives. 2 and a half weeks later I am still sick and having to pay another doctor. I have filed a dispute, if they continue, I foresee a lawsuit in the near future. I told ******** (NextCare **** that Id be okay paying the additional $30 to fulfill the $65 self pay. Charging me $162 is ridiculous, and attempting to file a $430 claim to my insurance is even worse. Also, when did I elect to share my medical records with multiple organizations? **********************, Telehealth, Tulsa Emergency Med Center (AZ,) Access Medical Center? How did all of these companies come into play when scheduling an online appointment with Access Medical Center in *****? This is insane!!

  Business response

  11/13/2024

  Hello,

  I have sent this to our Virtual team for review.  They will be reaching out to patient.

  Thank you, *******

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I checked in at ******** Az. Facility the representative that was checking me in Collected my driving license and health insurance cards. She then proceeded to help other individuals that came in the office. My driving license was exposed other customers saw my information on my driving license. I also spoke with the supervisor. But something else needs to be done. All of my personal information was exposed.

  Business response

  10/21/2024

  Hi,

  I have sent this complaint to Clinic Manager for review and to address.  Clinic manager will contact patient.

   

  Thank you,

• Initial Complaint

  10/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Serviced on 7/29/24. I got labs done here and it was a horrible experience, they never called me to tell me my results. When I tried inquiring they told me I need to physically come in to receive my results, which was super inconvenient. I submitted an authorization form so my primary care doctor could get the results... my results were never sent - this meant I had to have the labs repeated at the hospital my primary care doctor is at. They then incorrectly filled my claim as out of network and when my insurance asked them to refile, I received an additional bill in the mail from the lab company, who made no attempts to file a claim with my insurance. I then got threatened by them that they would take me to collections if I didn't pay in full. So I did. A month later, my insurance told me they filled the claim incorrectly and that I should get back every ***** they charged me minus the charge for a specific test. I cannot get a hold of anyone with NextCare to fix these issues. I do not have the ability to view transaction histories on the app or through an account with them. I have proof of payment via other means. **************** wont respond to tickets inquiring about the situation and I am currently out $330

  Business response

  10/15/2024

  Good morning,

  This has been sent to the Billing Department.  They will reach out to patient.

   

  Thank you,

*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. ↩