Complaints

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.

• Initial Complaint

  Date:10/18/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 January 2, 2022, I decided to go to URGENT CAREX for a COVID-19 test. CAREX requested for me to provide personal information including email, phone number, address, selected if I accepted texts, social security, insurance, etc. to get services. After waiting for approximately 4 hours I was explained there was a Rapid Antigen Test that was free with results in 15 minutes, but it could take longer, and the Swab with *** Test with results in 2-4 days or longer. I selected the rapid test with no charge because I needed it ASAP to travel back to ******** for work. I emphasized to the nurse to make ensure she selected the right test, and she showed me a piece of paper she had check the free rapid test.After 3 days of waiting, I could not wait any longer and I decided to go to another testing location for FREE with results on the spot. Since I did not need to know of URGENT CAREX, I never care to contact them back again. Surprisingly, today 17 of October 2022, I received a bill on the mail for $44.00 for "nurse visit" services. I paid $40 over the phone charging it to my credit card.What I am contesting:URGENT CAREX has charged me for incomplete services. I wanted rapid results so I could travel back to my work and they did not deliver what they suppose to. I NEVER received test results neither by text, phone call, email, or regular mail, even though they ALL me personal information.1. Apparently, CareX is charging me for the *** test that I made sure was not selected. I never received results.2 CareX never contacted me neither by regular mail or electronically as stated above.3. I am contesting payment of $44.00 for services not provided to my request and benefit.4. For reasons above mentioned I am requesting Urgent CareX to return my money because its unfair business the way they are proceeding. I don't think its a profit well deserved since their services were incomplete and untrue of being free.

  Business Response

  Date: 10/25/2022

  Thank you so much for bringing this to our attention. We would like to refund ************************ payment to him and will arrange that with our billing department immediately. We would also like to extend our apologies that he was not contacted in a timely manner with his test results. We strive to offer the best care, and this is not conducive to our standards. We will be sending out ************************ refund immediately. 

   

  Thank you again. 

  Customer Answer

  Date: 10/28/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  I expect to receive a reimbursement, or will follow up directly with Urgent CAREX.

  
  Sincerely,
  
  *******************************