ComplaintsforPhysicians Immediate Care Corporate Headquarters

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/10/2023 I went to Physicians Immediate care in ****************, ** and lab test were done but not sent to Quest diagnostics for testing. They simply forgot to send the specimen what I was told by the nurse a week later. Ive already paid my ** pay of $35 that day. A week later on 11/17/2023 when I called to check about my lab results they told me they forgot to send the specimen to Quest diagnostics and they asked me to go back very quick so they can take it again and send it to the lab. Now I am been charged by Quest diagnostics another $35 because the insurance see it as a se**nd doctors visit. It is not my fault they forgot to do their job **rrectly. The billing department can see who the doctor was on my 11/10/2023 visit and ask her what actually happened and why my labs were never sent. They billed it wrong and suppose to be billed on the original service date 11/10/2023. Ever since Ive been calling Physicians immediate care billing department multiple times to adjust their bill and no one from the managers is available to take my call. Reps filled a dispute the beginning of December and still havent heard back from them. They always tell me someone will be giving me a call between ***** hrs and no one actually calls me back. Today 12/29/2023 I spoke to rep ****** and he said there is no update yet on my dispute. I told him to put me on hold until he reached his manager S.M. To take my call. She never responded to his requests after waiting over ***** min on the line. ****** said that she is unavailable and he will leave a note for her to call me back. I dont know what kind of business is that with managers not returning calls to patients and hiding. I need this issue resolved as soon as possible since this is a mistake on their end not mine. And the lab keeps sending me invoices to pay which are past due because of their negligence and unprofessionalism.

  

  Business response

  01/02/2024

  Response attached.

  Customer response

  01/02/2024

   
  Complaint: 21073505
  
  I am rejecting this response because:
  
  I am getting the same response from Physicians immediate care that someone will be in touch with me about this issue and no one ever contacted me yet for the past 2 months. 
  
  Sincerely,
  
  Ivaylo Paunski

  

  Business response

  01/02/2024

  The office will be in touch.

  Customer response

  01/02/2024

   
  Complaint: 21073505
  
  I am rejecting this response because:

  I am getting the same response from this business for over 2 months now. No one ever contacted me yet even though they are saying they will.

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

• Initial Complaint

  12/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went to immediate care on Houboult rd in ****** on November 27th for some blood work. I went on December 1st to speak to the lead, in regards to an accident I had there. I was VERY verbal to the phlebotomist that I felt lightheaded and she kept going, I eventually told her, I heard ringing in my head. I passed out and fell and hit my head and had a panic attack when I woke up on the floor. I had to go on an ambulance and get a ** done due to their negligence. ******* the regional manager has been avoiding me, in regards to a follow up over the incident. I am left with the financial burden and no answers. I trusted their care and they failed me and left me with a huge bill to pay on my own. This couldve been prevented.

  Customer response

  12/12/2023

  I just want the medical bills I will receive to be disputed. I didnt call for an ambulance and I wouldnt have needed a CT if they had certain protocols in place to prevent my accident. Therefore, I would like the charges to be disputedfor peace of mind. I cant afford these bills and I dont think it should be my responsibility to deal with this financial burden. 

  

  Business response

  12/13/2023

  Response attached.

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to urgent care because I had bad cold. After my check up when I walked out of the room I slipped and injured my knee as their was a spill on the floor. The staff came quickly to clean the spill and told me the nurse will check my knee and do x-ray at no charge because of this incident. They also told me staff will file incident report and someone from the compliance ***** will reach out to me in 1-2 weeks. Its been more than two weeks no one reached out to me. I keep asking for confirmation number for incident report and staff didnt provide me nothing. I received explanation of benefits and it shows urgent care charge me for X-rays and the dr. ******* Thsi is ridiculous. I am still in pain and now they r asking me to pay for something caused by their negligence

  

  Business response

  11/03/2023

  Response attached.

• Initial Complaint

  09/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Charged $200 for each of my children in advance of medical care even though we have $0 deductible.

  

  Business response

  10/12/2023

  Response attached.

• Initial Complaint

  09/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband (**********************************) visited Physicians Immediate Care in ***** (***************************************************) on 8/12/2023.The person at the front desk asked us to pay $70 so I told her that my co-pay for immediate care is not $70, it should be $30. However, the person kept saying it is showing our co-pay is $70 in their system and not even trying to reach ********** Blue Shield ******** which is our insurance provider.So we paid $70 with my credit card.After several days, I checked claim detail on BCBSIL website and it is showing our co-pay is $30.I called their office on 8/24/2023 and asked billing clerk to give us refund for $40. They said they cannot refund on my credit card and will send me a check.It has been over 3 weeks since I called and have never received a refund check from them.

  

  Business response

  09/22/2023

  Response attached.

  Customer response

  09/29/2023

   
  Better Business Bureau:
  
  Hi,
  
  Thank you for the email and sorry for the delayed response.
  
  I found the refund of $40 and my case has been resolved. 
  
  Thank you so much for your help.
  
  Best Regards,
  
  ***************************

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Physicians Immediate Care is taking appointments yet they do not have a physician to see patients. They do not call to schedule you at another location. You show up to your appointment and they then tell you sorry you have to go elsewhere. This is unethical and has to be illegal too! The manager and front desk lady doing this at the *************** location need to be fired. Messing with peoples LIFE is not a game. Medical care are a right and not to be a game.

  

  Business response

  08/10/2023

  Response attached.

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 04/03/2023 I visited the Physicians Immediate Care location at **********************************************. They swabbed for Influenza and Strep. The person came back in the room, stated he was new to that location and had used the wrong swab for the Influenza test. He swabbed me again with a different swab. When I received my bill (after *************************** knocked it down to the allowed amount) it was for $206.28. My account number with ********************************************* Care is *******. The detailed claim summary from United dated 4/19/23 shows four line items. Two of them are the same. The claim amount for each was $25.00, the allowed was $14.00.It took several weeks of calling and leaving voice mails for the Physicians Immediate Care billing office before I finally spoke to someone on 5/22/23. I was told she would forward to the back office to have them follow up. I heard nothing back. On 6/5/23 I called again and spoke to a "*********". She said she would re-submit the email to the back office. Again, I heard nothing back. Every month around the 26th I receive another bill in the mail with the same amount.I called back today and the person I spoke to said she would re-submit it. I have zero confidence that anything will change. This isn't a large amount, only $14. But the reason they charged me is because of their mistake. I shouldn't have to pay for their mistake. I will gladly pay the rest of my bill, but not until they correct this.

  

  Business response

  08/01/2023

  Dear *** or Madam,
  
  Thank you for the opportunity to respond to the complaint filed by ********************* on behalf of Physicians Immediate Care. We will be responding to the consumer directly on this communication.
  
  Every patient complaint is taken seriously and the office will work to resolve any concerns that are raised.
  
  I appreciate you giving us the opportunity to review this inquiry directly with the consumer adhering to federal privacy laws.

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My 2 daughters and I were seen at Physicians Immediate Care in *********, ******** on March 18th. We waited two hours to be seen. Upon being seen by the physician, I was rudely interrupted repeatedly before I could even describe all of my symptoms. He continued to belittle my claims and my symptoms. He continue to cut me off repeatedly. He then saw my other two daughters. One was diagnosed with just a virus. The other was brought in with ear pain. She does get chronic ear infections. He informed me she did not have an ear infection. I was very frustrated with the overall visit, and I called and complained immediately. My daughter then had to go to a different urgent care two days later and was diagnosed with a double ear infection. We had to pay that urgent care bill. I was working with a customer care manager, who is getting very little accomplished. After about two phone calls, she disappeared , I reached out to the billing department to file a complaint, and I was always told someone would call me in 24 to 48 hours. I must have made at least four separate phone calls. I also sent at least two separate emails. Our concerns have not even been addressed let alone rectified. someone from billing finally emailed me back last week, with a very rude email stating that I needed to submit the claim from my daughters. Second urgent care visit to get that rectified. I sent an additional email asking for an apology and asking directions on how to submit the health record to them. I have not heard back since. I have now sent multiple hours, trying to deal with us to no avail. I would like our 3 bills of $10.05 cleared from my account.

  

  Business response

  07/05/2023

  Response attached.

  Customer response

  07/11/2023

   
  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.
  
  **************************************************************

• Initial Complaint

  06/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received a bill for a visit on 4/23/23. However, I have insurance that should have been billed for this visit. I contacted the billing office on 5/12/2023 about their mistake. I provided my insurance information. I asked that they bill my insurance. They did not respond. They did not correct the billing error. I contacted them again on 5/30/23 and 6/10/23. Every single attempt to reach them has been ignored. Meanwhile, they continue to send threatening requests for payment to my home. They refuse to bill my insurance plan and continue to incorrectly bill me as a cash-pay patient. I want them to acknowledge my numerous requests for a billing correction and to bill my insurance plan for this service as required by law.

  

  Business response

  06/29/2023

  Dear *** or Madam,
  
  Thank you for the opportunity to respond to the complaint filed by ***************************** on behalf of Physicians Immediate Care.  We will be responding to the consumer directly on this communication.
  
  Every patient complaint is taken seriously and the office will work to resolve any concerns that are raised.
  
  I appreciate you giving us the opportunity to review this inquiry directly with the consumer adhering to federal privacy laws.

  Customer response

  07/06/2023

   
  Complaint: 20178394
  
  I am rejecting this response because:

  You have not resolved the issue. I continue to receive inaccurate bills now threatening further action against me from Physicians Immediate Care.
  

  I have provided my insurance information several times, including by mail, using the form attached to the bills.
  

  Still, the company is incorrectly billing me as a cash-pay patient. The bills say no insurance on file, despite me providing my insurance information. 
  

  The latest bill, sent 6/28, is still not correct because they have not billed my INSURANCE PROVIDER. 

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

  

  Business response

  07/31/2023

  A response letter was mailed to the patient on 7/13/23.

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the physicians immediate care early March 2023, my insurance was billed and the remaining amount of $141.99 was paid using my medical reimbursement account. The next month I received an invoice for the same $141.99. I had to call physicians immediate care about 25 times before the call went through and was told that they receive a lot of payments so maybe they just haven't gotten it into the system yet. I received another invoice the next month stating I still owe the $141.99 so I tried calling but it puts on hold music for about 7 minutes then disconnects the call. I've tried to call about 15 times and I also called my insurance company who is also trying to contact them but they won't answer. I also tried emailing the email they have under their contact ** info on their website but it comes back as undeliverable. I don't understand how they have no way to contact them but keep sending invoices saying I owe them money.

  

  Business response

  06/02/2023

  Response attached. 

*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. ↩