Business Profile

Urgent Care Clinic

TGH Urgent Care Powered By Fast Track

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Complaints

This profile includes complaints for TGH Urgent Care Powered By Fast Track's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

22 total complaints in the last 3 years.
7 complaints closed in the last 12 months.

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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:01/22/2024
Type:Billing Issues
Status:
AnsweredMore 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.
Date of visit: Oct 28th, 2023 Amount disputing: $125 Procedure: x-ray ******* #: ********* I have talked to several people from the billing department and the urgent care I was in, They all agreed that the x-ray prescription was issued and it never occurred. It's all because the symptoms dramatically improved and therefore I didn't take it. It was "ordered" once and has never been canceled. 3 times billing statements I got ever since... I called and explained every time. The only answer I get is that someone's going to call me in a week. That also never happened.
Business Response
Date: 02/07/2024
Thank you for taking the time to contact us - and I am glad that you are on the mend and feeling better! I have reviewed the medical record and see that you did not receive the Xray that was ordered. While you did not follow the medical advice to receive the Xray, I agree that you should not be required to pay for the procedure if it was not performed and I will have our revenue cycle management company work to issue you a refund of $125.
Initial Complaint
Date:12/27/2023
Type:Billing 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.
I have been trying to rectify billing for two dates of service for 5 months. The dates of service are 3/17/23 & 4/21/23. I have called 6x. Each time promised a call back and/or that they would resubmit my claims to my TWO insurance carriers. I have successfully disputed the charges with my credit card company, but they just keep hitting my card without finalizing the process of insurance submission. They are an IN network provider for one of my insurances. My most recent EOB says I have a $15 co-pay for each visit. I have NOT withheld $83 of the monies charged to my credit card b/c the first EOB from my primary insurance said that was my responsibility. in the end, they have technically been over paid $53 which I am actually ok with. I just want them to STOP charging my credit card and actually address the issue.
Business Response
Date: 12/27/2023
I will be forwarding our billing team the EOB's that have been uploaded and will have them do extensive research on the account.
Customer Answer
Date: 12/28/2023

Complaint: 21046893

I am rejecting this response because:
I have been told exactly that three times over the phone in the past few months.
Sincerely,

*********************************
Business Response
Date: 12/29/2023
This is the first time the complaint has been received on the *** side as opposed to our revenue cycle management (RCM) vendor. Please allow us time to research and gather information with your insurance company, your explanation of benefits (EOB) and out RCM vendor.
Customer Answer
Date: 12/29/2023

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.
Thank you, I appreciate the clarification. That said, I do not think it would be unreasonable to expect resolution within 10 business days.
Have a happy new year!
Sincerely,

*********************************
Initial Complaint
Date:12/14/2023
Type:Billing Issues
Status:
AnsweredMore 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.
I visited *** Urgent **** of ***** ***** on 7/13/2023 for medical treatment and they did not bill my primary insurance company properly for services. I was informed by my insurance company, Aetna, that *** Urgent **** of ***** ***** did not provide requested details for the claim to be processed. *********************** denied the claim and then *** Urgent **** of ***** ***** improperly billed my credit card $250 on 11/7/2023. *** Urgent **** of ***** ***** did not follow proper procedures for primary insurance claim processing and instead decided to just bill me for the service. I have contacted *** Urgent **** of ***** ***** 3 times requesting a detail statement describing all billing details and insurance processing details for all services. It has been several months now and they have still not provided the statement I've requested. This violates the trust I had for them to file the claim properly and handle billing properly. I am requesting a refund from *** Urgent **** of ***** *****, and for *** Urgent **** of ***** ***** to agree to submit the claim with all proper documentation to the insurance company , Aetna. I am also requesting that *** Urgent **** of ***** ***** provide a detail statement of all services , billing activities and insurance claim processing activities for my account.
Business Response
Date: 12/14/2023
This concern has been received. I will forward to our internal billing specialist to investigate and follow up.
Initial Complaint
Date:12/08/2023
Type:Billing 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.
I had an office visit on 4/21/23 in which I provided my current health insurance policy, I left and did not have any communications from TGH urgent care so I assumed everything was good. At the end of September I noticed $500 taken from my account from TGH ********************** care with no prior communication or authorization. I called and come to find out they submitted my claim to the wrong insurance policy then charged me 250 and thought it didnt go through then charged 250 again. I demanded it be refunded due to it being their mistake, showed them the bank statement proving both charges were posted and they agreed to refund me in September. I did receive one refund of 250 a couple weeks later, I was just waiting on the second refund. Fast forward to today 12/8/23 I have called about once a week since then emailed several people and they are refusing to acknowledge that I am due a refund claiming they cannot see the payment booked on their end. *** disputed it with my bank and they will not cooperate with them either. By the time they realized their mistake and charged the correct insurance it was denied due to timely filing, which took the legal liability of payment off of of officially. My insurance company has tried contacting them as well to tell them I am no longer legally obligated to pay them due to their mistake and they refuse to refund the $250. I have run out of options. I attached the bank statement showing both charges posted 9/26 and 9/27 and the insurance denial showing patient obligation of $0.
Business Response
Date: 12/11/2023
This complaint has been received. I will forward the issue to our internal billing specialist to review the complaint and billing ledger.
Customer Answer
Date: 12/18/2023

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.

Sincerely,

*******************************
Initial Complaint
Date:10/26/2023
Type:Billing Issues
Status:
AnsweredMore 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.
After receiving a debt collection notice on 10 August, 2023, we inquired with Fast Track billing and eventually determined that they sent invoices and overdue notices to an incorrect address in ***** (despite our address on file being in *****, *******).My daughter *********************** received care at *** Urgent care on *************** on 5 June, 2022. We have used this urgent care multiple times before and after this date with no billing issues. For some reason Fast Track decided to send this bill to an old address of our in Texas - obviously we never received this bill or the subsequent overdue notices. We aren't sure how they acquired this address as we had moved twice (due to Air Force location reassignments) prior to this visit. Notably, we had moved from the erroneous address about two years prior to this child being born.Attached is a detailed timeline with notes and our notices we've received. Since contacting Fast Track to resolve this issue on 24 August, 2023 we have never received a phone call from them despite multiple promises for updates. We have been lied to many times with people claiming to be supervisors and claiming that they were the only ones to be able to handle our problem. They were supposed to send the original overdue notices twice but now refuse to do so. It seems that every time we call they are actively trying to avoid letting us speak with anyone with authority to make decisions or correct this issue.We have never been delinquent on any bill and only seek to get this resolved in a timely manner. This is all over about $75.00 which has fluctuated wildly according to the collections agency noticed we have received since contacting Fast Track. If we owe money we have no problem paying it - we just want to avoid this matter affecting my credit and potentially my security clearance as an Air Force Officer...and to hold them accountable for their mistakes and shady business practices if my credit takes a hit because of this.
Business Response
Date: 11/07/2023
We have reached out to ************ and have the account closed.
Customer Answer
Date: 11/08/2023

Complaint: 20770659

I am rejecting this response because:
This does not address the potential impact on my credit caused by your business erroneously sending a bill and all other correspondence to an address that I did not furnish. I also do not have any indication on whether or not I still owe anything to TGH Urgent Care. I have still NEVER received an update from TGH as promised multiple times over the past few months. In short, you have done nothing to keep me informed on anything regarding this process because you refuse to communicate with me. All I have asked throughout this entire process is for communication so we can resolve this as soon as possible. You have repeatedly lied to me about who at TGH billing department works in a supervisory role and who will return my phone calls to keep me informed.

*************************
Initial Complaint
Date:10/20/2023
Type:Service or Repair Issues
Status:
UnansweredMore 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.
I was not feeling good . It was late in the day. When my boyfriend got home he wanted me to get checked out. We went to TGH urgent care powered by fast track . It was close to closing time. The staff was irritated and mad it was about 7:40 pm . They got all my information. Asked about my symptoms. My ears were hurting. They said they needed to clean out my ears. The nurse jammed the water pick in my ears to clean it. Said she was giving me a prescription to take medicine for nausea and vomiting and pain. Sent me on my way. The next day I was still showing symptoms. Throwing up and ears hurting. I went to another urgent care . *** urgent care phone # is ************. Meanwhile I had called my primary doctor to get in that Fri. *** caught that I had an ear infection gave me the proper antibiotics to get better the doctor at this urgent care was very mad that TGH urgent care didnt catch the ear infection. Next day I saw my primary ********************** phone number ************. I told her the exact thing I told the *** urgent care what happened she was pretty angry a doctor ******* see the ear infection. I am being charged by TGH urgent care for a treatment in there office I should not have to pay that put me in further pain and frustration for lack of mis diagnosis. I would like to have help getting my money back .
Initial Complaint
Date:09/18/2023
Type:Service or Repair Issues
Status:
AnsweredMore 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 30, 2023, I visited TGH urgent care in Apollo Beach. The ** should call the insurance for an authorization on my cultures she sent to Quest Diagnostic lab. But she didnt. As a result my insurance denied Quest bill of $272.22. After I received Quest lab bill, I called my insurance and my insurance give TGH provider another chance to submit a retro authorization and they failed again. My insurance told me they need to resubmit the retro authorization with correct patients name which should be my name. And Insurance information with my husband name. I have been calling TGH urgent care fast track customer service dozens of times and last five or six times, its always that same person answering the call and she always lies about somebody going to call me back. Endless to say she never actually help me to solve my problem. Almost nine months passed since I had seen TGH urgent care provider and yet the providers responsibility of sending the authorization to insurance as requested still unfulfilled!!
Business Response
Date: 09/18/2023
Thank you for the comments - I have reviewed the medical record and see where our provider sent in wound cultures/skin cultures of a rash, which is the appropriate level of care based on evidence-based guidelines. Typically for cultures of wounds/skin, prior authorization is not required for any of our major insurance groups. Of note, the complaint reference blood cultures - we do not perform blood cultures within any of our urgent care settings and no blood cultures were taken for this patient. I believe your complaint/issue lies with your insurance company rather than any error made by our provider.
Customer Answer
Date: 09/18/2023

Complaint: 20613870

I am rejecting this response because:
I didnt say its blood culture. Its skin culture and PA mentioned some insurances request pre authorization as she was obtaining the culture from me. And blue shield ********** of ** do require the pre authorization.

Sincerely,

*******************
Business Response
Date: 09/28/2023
Unfortunately, as an urgent care organization, we do not participate in prior authorizations. Typically, most insurance companies cover simple skin culture/sensitivity testing if it is clinically indicated, which in this case, it was indicated. Your issue should rest with your insurance company - why are they not covering basic medical tests that are relevant and crucial in making high-quality evidence-based medical decisions? Insurance companies should reimburse appropriate lab testing for all patients who require it.
Customer Answer
Date: 09/29/2023

Complaint: 20613870

I am rejecting this response because:
I really dont know who to believe! My insurance and TGH urgent care provider who saw me in January both said the culture needs authorization and TGH urgent care provider customer service did send a retro authorization to my insurance; but it was with a wrong name : my husbands name instead of mine. So my insurance request the provider to resubmit with correct name which should be my name.
I feel like provider ( TGH fast track) and my insurance BSBC Horizon are kicking the ball around. Nobody really wants to help. As a customer and victim, I think either one of them can help if they really want to; they can solve the problem easily. And I still think my issue lies with TGH my provider first.

Sincerely,

*******************
Business Response
Date: 10/13/2023
This case has already been reviewed on our side. The medical notes and medical decision making were sound and at the standard of care. The issue/complaint lies with the insurance company for pushing the financial responsibility to the patient in this case. A culture should be covered based on the medical information provided.
Initial Complaint
Date:08/09/2023
Type:Billing Issues
Status:
AnsweredMore 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.
I was overcharged for my PPD. According to the new policy you must have an appointment with provider. ***** for a physical before you can get a PPD. Then ***** for the shot. Instead I was charged an encounter visit fee which is not what was told 1*****. Plus the ***** for the tubuculin skin test. ****** total. My physical assessment was my height, weight, pulse, blood pressure. No physical exam was preformed. I have a witness also.
Business Response
Date: 08/11/2023
Per our policy, if a patient comes in for a TB test and they do NOT come in with a EPassport, the patient gets charged the standard patient visit charge of $195 for the visit and $50 for the TB test. The charge of $245 is correct. I can confirm that the patient was informed by 4 people what the charge would be prior to her visit, and that the patient understood and said for us to proceed. The medical records manager and the medical director were there and discussed this charge with the patient prior to the visit and TB test placement. A refund or partial refund is not warranted and not appropriate at this time as she was informed, treatment/service rendered, and billed appropriately per our policy.
Customer Answer
Date: 08/11/2023

Complaint: 20445714

I am rejecting this response because: I was informed a physical was required which was ***** plus ***** for ppd test. They did not preform a physical exam unless a blood pressure, weight, pulse and height are a physical.

Sincerely,

***********************
Business Response
Date: 08/14/2023
Our new patient visits are $195.00 and this was well-communicated by our team to you at the time of your appointment prior to the service being rendered. The bill reflects what was communicated to you by our staff.
Customer Answer
Date: 08/14/2023

Complaint: 20445714

I am rejecting this response because:
The information is not correct but based on the prior 2 responses, I realize that these overcharge fees will not reconciled. Money over truth is not a way to run a company or provide long term job security for there employees. You violated hippa guidelines for not providing privacy and having "an employee" with no ID stand in a patient door while your employee spoke to me and I was grossly overcharged. You spoke loud enough for an entire office hear you state I should have gone to my primary doctor.
It is quite disappointing but I will make sure in the future not to utilize any of the *** services or recommend anyone to use them.
Sincerely,

***********************
Initial Complaint
Date:11/03/2022
Type:Service or Repair Issues
Status:
AnsweredMore 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.
Took my son to *** Fast Track October 12th. We asked what our financial responsibility would be. I was told he had a $20 copay for urgent care which sounded good, but accurate because he has excellent coverage. I was reassured prior to leaving the center (at check-out) that evening that he only had a $20 copay. I understand they must take a credit card to put on file and was told the copay would not be charged to the card immediately. They said it could take a few weeks. He had an exam. No xrays. No covid/flu or strep testing. Nothing. He had an earache and a rash on his forehead. They said the "earache" was TMJ and the rash on his forehead was a staph infection. They called in antibiotics and an ointment for his rash. I just recieved notification from the credit card that I was charged $138.00!!!!!!! How can they charge me $120 MORE than the copay?!?!?! This is unacceptable. I am unable to screenshot the charge on the banking app and have not recieved a paper bill yet.
Business Response
Date: 11/04/2022
Can you please provide the patient's name and date of birth so we can do further research.
Initial Complaint
Date:10/12/2022
Type:Sales and Advertising 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.
My daughter was seen on 3/28/21, a bill was sent to me for $131, I paid the bill. My insurance company also paid the bill but Fast Track had no record of the insurance company payment. I contacted my insurance company and had them send over a copy of the cleared check (July 2021). Fast Track took 3 weeks to refund me for the payment that I made. Fast forward to October 2022 and I receive a notice from a collection agency for the aforementioned claim. On 10/03/2022 I called Fast Track and explained what happened. ***** said that she would expedite this matter to the back office. She also stated she could see where I was refunded and the email from my insurance that contained a copy of the cleared check. On 10/11/2022 I called again to follow up I spoke to a supervisor (***), and she stated she would again expedite my account to the back office but I needed to allow an additional 1-2 weeks for a response. My complaint is that this has now gone to a collection agency over a year after the matter had been resolved, including me receiving a refund. This is just bad business and record keeping apparently.
Business Response
Date: 10/13/2022
Thanks for the message. I will look into the specific complaint and respond as soon as a review of billing/insurance/claim/payments have been completed.
Customer Answer
Date: 10/13/2022

Complaint: 18199633

I am rejecting this response because:
The business needs time to review pertaining information.
Sincerely,

***************************
Business Response
Date: 10/17/2022
We are unable to verify the claim that the billed amount of $131 has been paid. Could I request that the patient please provide me with the check number/scan of the check (which should be available via her on-line checking account)? That will help assist us in verifying that the claim has been fully paid. Once provided, we can then proceed in removing the account out of collections. Thank you!
Customer Answer
Date: 10/18/2022

Complaint: 18199633

I am rejecting this response because:
Hi! I have attached the copy of the check from Accrue Health, who pays balances out of our HRA fund.

Sincerely,

***************************
Customer Answer
Date: 10/28/2022

Complaint: 18199633

I am rejecting this response because:

Hi! I have attached the copy of the check from Accrue Health, who pays balances out of our HRA fund.

Sincerely,

***************************
Business Response
Date: 10/28/2022
Thank you for providing the scan of the check. This has been verified and the account has been removed from collections. I hope this help to fully resolve the issue for this patient.
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.

Sincerely,

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

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TGH Urgent Care Powered By Fast Track is NOT a BBB Accredited Business.