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:03/03/2025

  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.

  ******, GA virtual visit on 3/1 at 6:04 pm for ***************************, DOB - ********* Piedmonts virtual appointment booking process does not disclose that sore throats require an in-person visit for a strep swab. Had this been stated upfront, I wouldnt have scheduled a virtual visit, as my son has neurodevelopmental delays that make throat swabbing extremely ************ the start of the visit, the provider did not introduce herself or state her credentials. I initially thought I was speaking to a medical assistant gathering intake information. I provided all relevant details- fever, sore throat, pustules on his tonsil, and exposure to a classmate (in a special needs classroom of four students) sent home with suspected strep throat. Based on these symptoms, the provider stated an in-person swab was required. I explained our situation and requested she prescribe antibiotics empirically to avoid distress for my child, but she refused, citing a lack of basis. She repeatedly asked for confirmation of the classmates positive test- an unrealistic request!When I declined the in-person swab, the visit should have ended with no charge, as she initially assured me. However, she proceeded to suggest basic OTC treatments we were already using (*********) and offered prescriptions for throat-numbing medication, flu, and COVID treatments, none of which I had requested. It was frustrating that she was willing to prescribe those without an exam but refused antibiotics for a likely strep infection, despite the risk of complications like rheumatic fever.After declining the prescriptions, I asked for confirmation that we would not be charged. The provider then claimed that because she provided "treatment suggestions and "her time", I would still be billed, and I was charged $75. This is unacceptable. I was charged for a virtual visit (that provided no real value) without disclosing upfront that an in-person appointment was required. Feels like a bait-and-switch tactic.

  Business Response

  Date: 03/04/2025

  I have researched ************ concern regarding her son's virtual visit.  I am refunding her $75.00 payment at this time.  The provider did not prescribe an antibiotic as she wanted to swab the patient's throat prior to prescribing medication.  The patient's mother stated that the provider said she would no-charge the visit, but after giving suggestions on over- the- counter medications to try, there was a $75.00 charge.  

   

  We have reached out to make Ms. ******* aware that her card is being refunded and ensure there are no other questions or concerns.

  Customer Answer

  Date: 03/04/2025

   
  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:02/20/2025

  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.

  Scheduled a physical here online, no notes about self pay. Arrived after registering and staff was about 8/10 rude and disinterested. They first said they didnt even know if they could complete the type of physical I registered for (Biometric)very encouraging and professional. Eventually I was called over to be told they required self pay for all physicals despite me having insurance, with a *** at that, and there being no mention of me having to pay that way previously. This place is a part of why health care in ******* is ********** now this place has all my drivers license and health insurance information so when they get hacked, another leak. Piedmont Urgent Care is trash.

  Business Response

  Date: 02/20/2025

  Greetings, I am acknowledging this feedback and we are looking into the account and will respond timely as soon as possible, thank you for your patience as we research this matter.

  Piedmont Urgent Care

• Initial Complaint

  Date:12/12/2024

  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.

  Hello, I filed a complaint over a month ago about an improper hair follicle test that was conducted and left me with physical damages. I was left with a 2.5 inch wide bald spot, in addition to two other large, uncoverable bald spots in the crown of my head. I was told by the nurse conducting the test that she only needed a pencil width, worth of hair. After realizing I was left with gaping bald spots, I contacted and was told both by ***** ****, the ** at the site, as well as a woman named ******** who responded to the complaint I initially filed with Piedmont, that I would be receiving the relevant guidelines showing what was/was not done correctly. A few weeks after that, after being assured multiple times that I would received those policies and guidelines, I was told by ******** that I would not be receiving those guidelines and that she would be in touch with some form of resolution. This was back at the beginning of November. I have since, emailed ******** numerous times requesting a status update, to which she has not responded. No resolution has been provided.

  Business Response

  Date: 12/13/2024

  Hello,

  Thank you for reporting. Due to privacy reasons, we have addressed the issue directly with the patient through a formal letter.

  Best Regards,
  
  ******** *****
  Compliance and Privacy Coordinator
  Piedmont Urgent Care-*****************************, & Southwest Districts
  E: ***********************************************| W: ************************
  
  

• Initial Complaint

  Date:12/12/2024

  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.

  I am writing to file a formal complaint against Piedmont Urgent Care for what I believe to be an unethical and possibly illegal denial of medical care to my minor son, who was fully insured at the time of our visit.On 12/12/2024, I brought my son to Piedmont Urgent Care to receive medical attention. My son has health insurance that fully covers his medical visits, including this one. However, despite his coverage, the staff at Piedmont Urgent Care refused to allow my son to be seen by a doctor until I addressed a personal balance I owed to Piedmont Healthcare.I was not the patient seeking medical care; my son was. His insurance was active and sufficient to cover his visit in full, and there was no legitimate reason for his treatment to be contingent upon my unrelated financial obligations. Nevertheless, I was forced to pay my personal outstanding balance and set up a payment plan in order for my son to receive the medical care he needed.This practice not only lacks compassion but also raises significant ethical and legal concerns. It is my understanding that withholding care from a patient due to a third party's financial status may constitute a violation of medical ethics, insurance regulations, and potentially state and federal laws. Penalizing a child for a parents debt is unjust and unacceptable.I am requesting that the Better Business Bureau investigate Piedmont Urgent Care's practices and hold them accountable for this discriminatory behavior. In addition, I would like to receive a formal apology from Piedmont Urgent Care and a clear explanation of their policies regarding the separation of patient accounts, especially when dealing with minors.Please let me know if additional documentation or information is needed. I look forward to your assistance in resolving this matter and preventing similar incidents in the future.

  Business Response

  Date: 12/18/2024

  Thank you for the opportunity to respond to the complaint filed on 12/12. We understand that this can be a sensitive issue. Although we are a healthcare facility, we are not subject to EMTALA laws. This means that our services, including urgent care treatment, are subject to any outstanding balances on the guarantors accounts.
  Our practice has a policy in place regarding account balances to ensure that we can continue to provide quality care.
  We have spoken to the complainant directly to review our operating procedures and have enhanced our policy to account for situations when a minor presents with different insurance than their guarantor. This adjustment was satisfactory to the complainant.
  We appreciate the opportunity to address this matter and are committed to providing an uncompromising experience. 
  

• Initial Complaint

  Date:10/01/2024

  Type:Customer Service 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 piedmont urgent care for an ear ache. I was there all of 30 minutes with insurance and I also paid a co pay. The doctor that saw me looked into the ear that was bothering me and said they didnt see anything. Wrote me a prescription for ear drops and sent me home. I received a bill for $203.64 AFTER insurance. This place is a scam! I asked them prior to me going to the back was there any additional charges I needed to know about. They stated no. Theyre charging me for being a new patient. I called the billing number to get this straightened out but the lady informed me that if I dont visit every year then I become a new patient! What the heck! Why come when I dont need it?

  Business Response

  Date: 10/07/2024

  Thank you for reaching out regarding your recent visit. After review of the visit and corresponding charges, it has been determined that the bill is accurate and that your insurance plan applied the allowed amount to your deductible. A visit is considered new if the patient has not been seen at the clinic within the past three years. At the time of registration, our team should have either collected a co-pay, deductible or a card on file depending on your insurance plan type. We attempt to estimate your amount due at the time of registration but unfortunately, we do not know fully how insurance will process until after your visit as there may be pending payments towards your deductible not yet showing in our insurance eligibility tool that would lower your patient responsibility. We understand that insurance processing is confusing, and we would be happy to discuss further.  Please advise the best number and time to reach you if you would prefer a phone call. Thank you for allowing us to serve you and we hope you are feeling better.

• Initial Complaint

  Date:09/15/2024

  Type:Sales and Advertising 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 came in to location *********************************. 9/15/2024. I had a drugscreen pass giving by my employer for a Urinalysis. Your nurse on duty took my urine first time I did not produce enough second time she ask me for 50mls when only 30 is required. Now Im m waiting outside with my children in waiting area a third time.

  Business Response

  Date: 09/20/2024

  Thank you for reaching out. Our Practice Manager, ********* ******, has attempted to reach you via the phone provided ************. She has left a voice message with her information so you can call her back. It is important to us that your concern is resolved timely. We look forward to speaking with you.

• Initial Complaint

  Date:09/11/2024

  Type:Sales and Advertising 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 had 5 office visits at Piedmont quick care in October and November 2023 for my two-step tuberculosis skin test as well as a vaccination - I paid all incurred bills appropriately as they were posted to my Piedmont Wallet account - The final balance I had at Piedmont quick care was $****** posted on 1/11/24. - I paid off my entire balance (******) on 1/12/24. At that time, I had a 0.00 account balance - I NEVER pursued any further healthcare services at Piedmont quick care after these 5 visits. My final visit there was 11/7/23; and as I stated above my account balance was paid off 1/12/24. - I have now received a new balance; Piedmont stating that I owe them $***** as of 8/6/24. Please note again that this new "billing statement" is being sent to me NINE MONTHS after the last time I received healthcare services at this facility; and in the interim I had fully paid my account balance in January 2024. I have tried to resolve this issue with Piedmont quick care with no avail. I called their ************ number several times (see screenshot), and was met with hostile and not-helpful customer service agents. The new ***** charge in my Piedmont account states it's for "previously billed charges" (see screenshot). I emailed Piedmont customer care when I received this surprise bill; and they emailed back 9/4/24 stating they would mail me an itemized explanation of why I owe this money (see screenshot). The piece of mail I received 9/11/24 (see screenshot) still does not explain why I owe Piedmont quick care more money considering I haven't received services there since November 2023 and I paid off my account balance in full in January 2024. My desired resolution is that Piedmont updates my account balance as $0.00 (indicating I do not owe them any money) and that they cease all communications with me.

  Business Response

  Date: 09/13/2024

  ************************* is patient with Piedmont *********** not Piedmont Urgent Care.  Her last visit with Piedmont Urgent Care was in April 2021 and she has a zero balance for that date.

  It appears the Piedmont ********** location she used was at a Walgreen's location in ******, ********  She corresponded with them via phone and email, however, sent her BBB complaint to us.  The Urgent Care and ********** are not affiliated.     

• Initial Complaint

  Date:04/03/2024

  Type:Product 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.

  Location: ***********************************************. 3/25 I self paid $100 for TB gold blood test. Everyone was nice and helpful, they told me to call back for results. 3/28, I called for results, they told me test wasnt done. They called Quest Diagnostic for investigate. They told me (according to Quest Diagnostic): the sample was not packaged correctly under certain temperature ( like suppose to be cold pack or something) therefore cannot be process. Until today 4/3, I still have not received any results. Due to above situation, I lost trust with this facility and will not agree for a retest. I clearly confront for a refund. I spoke to a female for refund, and then I was out on hold and a male talked to me. From what I remember is he will do the refund and will send me an email of it. Yes, immediately I did received an email from Wellstreet Urgent *********** receipt . In that moment, I think is the refund. Few days past, I still have not received any refunds back. I check the email again, it was actually a duplicate billing receipt, not a refund. I dont know why he send me that when I ask for a refund. I called them again, a male started talking at me, saying he never spoke to me on 3/25 and never agreed any refund. He says is a statement, that I am the only male on 3/28 during that time, but I never agreed any refund. And later, I express more concern, but he just not letting me talk, cutting me off , keep saying I will disconnect this call. He told me management will reach out to me 1-2 days, but cannot promise that. I asked for management phone number, he says is the same number as the clinic. His words and tone make me feel like , I was the liar.. in conclusion, I paid $100 for a service that was never complete and they messed up, it should be refund, and suppose to. But the make is giving me a very bad attitude. I am requesting refund or partial refund, and apologies from that male. Thank you.

  Business Response

  Date: 04/04/2024

  Thank you for providing us with your experience as this makes us aware in order to provide the exceptional service we strive for. Per your conversation with one of our Managers, a refund has been issued and I have attached the refund receipt. We hope you will provide us with the opportunity to serve you again and create a more positive experience.

  Have a great day.

• Initial Complaint

  Date:12/15/2023

  Type:Order 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.

  My son called from school not feeling well and sick. I picked him up and went straight to the Piedmont Urgent Care by Wellstreet on 10-03-2023. I paid my co-pay $5.00 and was collected. ***** received a claim for DOS 10-03-2023 and the Tax ID on the claim was 45-3191160. The name with that tax ID on the claim is ******************** NOT Piedmont Urgent Care. Because ***** states he was not seen at an urgent care office they will not cover the procedure 100% as stated in Aetna's benefits. I have called 3 times to have this matter corrected with Piedmont Urgent Care. If they are filing under FALSE advertisement to get business. Second they are contracted with ***** and to following guidelines under this contract which they are not doing. Which is insurance FRAUD I will as be filing a complaint with insurance commissioner of GA as well regarding this issue.

  Business Response

  Date: 12/18/2023

  Thank you for reaching out with your concern. We apologize for the inconvenience as ***** continues to provide differing billing guidance. We have resubmitted your claim and will monitor processing and have flagged the calendar to provide an update in ***** days depending on the length of time it takes Aetna to reprocess. Once reprocessed, if it is done correctly, you should receive an updated EOB. No action is needed at this time from you. Thank you again for bringing this to our attention.

• Initial Complaint

  Date:10/29/2023

  Type:Service or Repair 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.

  In December of 2021 I went to Piedmont for a Covid test and tested negative. Appx one year later, in 2023 I received a bill for the Covid Test and a Dr. ******** total amount $340.00. According to Piedmont, the bill was delayed as insurance initially pd. the bill then rescinded payment at a later date. I did not request a ******* with a Dr. and it was not disclosed to me that I would be billed for a Dr. *******ation. Why would a negative COVID test require a DR. ******** Clinics advertising COVID TESTS on Sandwich boards outside the clinic should be required to disclose that a $200.00 DR. ******* would be required with the visit regardless of the result of the test. I believe this to be a deceptive billing and marketing practice. I have already pd. $41.92 for the visit and have offered to pay another $100.00 which is the appx. the cost of the Covid Test that I went into the clinic for. Piedmont has denied the offer and sent my bill to a collection agency. I am seeking to pay only for the requested Covid test.

  Business Response

  Date: 10/30/2023

  Thank you for reaching out.  Our system shows that your plan ended on 11/30/2021. Unfortunately, we did not catch this during your 12/17/2021 visit. Therefore, UHC pushed the full balance to patient responsibility on 4/14/2022.  The way that the payer adjudicated the claim caused you to receive different balances on your statements. We show that 4 statements were issued until 10/2/2023 when the account was sent to collections. As we uphold our patient satisfaction, and understand that there has been confusion around this visit, which is not the service we strive for, I have retracted the account from NRS collection agency and adjusted off the $298.08 as a one-time service recovery. You no longer have a balance associated with this visit. If you can please be sure to always provide your current insurance information when checking in in the future, we would be most appreciative. We are using this example to re-educate our front desk team on the importance of this information. Please let me know if we can assist any further and thank you for allowing us the opportunity to serve you.

  Customer Answer

  Date: 10/30/2023

   
  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,
  
  ***************************