ComplaintsforPiedmont Urgent Care by Wellstreet

• Initial Complaint

  09/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  09/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  -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

  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

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  12/15/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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

  10/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

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

• Initial Complaint

  10/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I visited their urgent care and paid my copay as required. I like I got an email on 10/11/23 with no attached invoice saying theyre going to charge my HSA card for $123 on 10/14/23. When I asked for an invoice/ called, I told them they did not have permission until I reviewed the invoice as I typically dont have a deductible for urgent care based on my insurance. This call this place on 10/11/23. I went to my HSA account that night to see that they had already started to deduct from my account after I told them they did not have permission.When I spoke to my insurance company, they said that wellStreet had put the place of service as outpatient routine ( POS 11) instead of urgent care ( pos20) . I did multiple three-way calls with my insurance company and wellstreet. Well, ****** is aware that there is a billing issue and are having to resubmit the claim due to their error / false claim. They still refuse to give me a refund in the meantime, despite knowing that their claim had inaccurate information and I do not owe that money. Theyre also telling me its going to be months until this gets settled out. I filed a fraud complaint as today with my hsa as they refusing to refund me money knowing that its a wrong claim, and they also deducted the money three days earlier than they said they would after I just close to them that I would be canceling that card. Fraud and explotation at its finest. And its sad because I actually had a good clinical experience there. Its interesting how administrators seem to ruin everything for everyone.

  Business response

  10/25/2023

  Thank you for reaching out. Per our conversation, we have provided a refund to your card for the $123.17 payment made due to Aetna incorrectly processing your visit. We have resubmitted the visit to Aetna in order for them to correct the claim and you will be billed any balance per the new explanation of benefits from Aetna. 

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Visited Piedmont UC on 8/28/23.Account # - *********. Bill amount is $395. I was billed $312.14 AFTER insurance adjustment. I have not paid the bill yet.Nurse took my vitals - 5 to 10 minutes.Dr. or Nurse Practitioner asked me questions and felt my stomach - 5 to 10 minutes Then told me that I should go to a Hospital Emergency Room because imaging was needed & they were not able to do that.TOTAL CARE was 15 to 20 minutes.Billing amount is excessive and I would like the bill adjusted.

  Business response

  10/03/2023

  Thank you for reaching out. Upon further reviewing the visit, we have identified that the coding level should be adjusted to an established patient level 4. We are updating the account and reprocessing. You will receive a new Explanation of Benefits reflecting these changes. Should you have any further questions, you can reach out directly to our billing team at ************.

• Initial Complaint

  09/29/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am truly disappointed in the service I received . I had a 7:30pm appointment, I walked out at 7:45 pm. I gave them credit on their quickness, but I was the only visitor there. My schedule an appointment because I had a scrape on my shin which started to turn a little yellow. I was a bit concerned. The person that checked me out stated it looks a little weird, not giving me a proper diagnosis and prescribed with antibiotics to be safe. All of this happened within 15 minutes, not knowing how much the total was going to be.I truly believe this place is taking advantage of people $600 for something that looks weird. I am not asking for my money back because I believe I have to pay for my services but $600 is ****** excessive.

  Business response

  10/03/2023

  Thank you for reaching out. Per your conversation with our PFS representative, we will be updating the claim to reflect the established patient coding. You will receive additional communications including an updated Explanation of Benefits once this is processed. Should you have any questions, please reach out directly to our billing team at ************.

  Customer response

  10/09/2023

   
  Complaint: 20668339
  
  I am rejecting this response because:
  I was contacted by the business with a resolution, but yet to see it. 

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

  Business response

  10/11/2023

  We are happy to keep you informed. Unfortunately, we are on the payer timeline for processing. I can confirm that BCBS has accepted our revised claim as of 10/4/2023 and shows the claims as pending / in-process.
  

  Customer response

  10/17/2023

   
  Complaint: 20668339
  
  I am rejecting this response because:

   

  what is the refund amount?
  
  Sincerely,
  
  *******************

  Business response

  10/26/2023

  Thank you for your patience. As a part of our service guarantee, we have issued a refund for the payments made on your account towards the services rendered on 4/12/23 in the amount of $519.10. We appreciate your patience and understanding as the claim was reprocessing. We hope you find this resolution to your satisfaction.

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After charging me $100 for a service on 8/12/23 the ********** highway location informed me they were unable to provide me this service and sent me to another location. The location they sent me to then sent me to another location that could not provide me the service. After $100 and the better part of a day wasted I decided to take my business elsewhere. This is now 9 days ago, and I have yet to be issued a refund. I was told my refund was initiated a full week ago. I gave them 5 business days then called to check the status. Low and behold it hasn't even been initiated! Can't seem to get anyone on the phone who can help either. It appears as though ill need to take legal action to receive a simple refund.

  Business response

  08/22/2023

  Thank you for reaching out. I apologize if our representative did not share that it takes between **** days to process refunds. After reviewing our records, it was confirmed that your refund was processed yesterday (8/21). Please let me know if we can assist with anything further.

• Initial Complaint

  06/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I visited the piedmont urgent care center on *************** in the june of 2022 for pain in my leg that was presumed to be arthritis. The bill for the medication I was prescribed(medrol 4mg 21) was $10.00 which I paid for before leaving. I later received multiple bills(Jan is the last $10 bill i can find) for the same amount which I went on and paid and have a receipt for. Even after I paid, I continued to receive notices in the mail saying I owed $10. I assumed it was a mistake and would stop, but months later the amount suddenly jumped to $50.00 for the exact same visit and prescribed medication. I haven't been to the office since the visit in June and can't find how they can justify charging me.

  Business response

  06/26/2023

  Thank you for reaching out. A member of our billing team has had the opportunity to speak with you and provide additional information regarding how the payments were being applied to an outstanding balance. Thank you for paying the balance and allowing us to serve you. Please do not hesitate to reach out should there be additional questions or concerns.

  Customer response

  06/26/2023

   
  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,
  
  ***********************

*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. ↩