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Business Profile

Urgent Care Clinic

Total Access Urgent Care, PC

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Total Access Urgent Care, PC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Total Access Urgent Care, PC has 17 locations, listed below.

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    Customer Complaints Summary

    • 66 total complaints in the last 3 years.
    • 29 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/10/2024

      Type:Billing Issues
      Status:
      Answered
      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 did not authorize this company to do convenient pay. I never signed anything, nor did I allow them to even keep a card on file. I always pay the initial $25 to be seen as a copay. this was against my will and I need a refund.

      Business Response

      Date: 06/18/2024

      Thank you for bringing this to our attention. We take these matters very seriously.
      During the registration process, all patients are given a Patient Acknowledgement form to review and sign. Under the Financial Responsibility section, it explains our Convenient Pay process. Prior to running a patient's credit card for an outstanding balance, **** sends an email explaining the balance due and that the transaction will occur in three to five business days. This allows patients time to call our ****************** to set up other payment arrangements if needed.
      An email was sent to this patient on 5/9/24 and 5/16/24.
      This patient's credit card was refunded on 6/18/24. However, the patient needs to call our ****************** at ************ to set up payment arrangements to avoid the account being sent to collections.


    • Initial Complaint

      Date:06/05/2024

      Type:Billing Issues
      Status:
      Answered
      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 went in for a visit on May 16th for bad tick bites at the location at ****************************************************. I was given a steroid shot and my blood pressure was measured. I was there for about thirty minutes total. I paid my copay, went to ******* and paid for the antibiotics, and then a few days later received an email saying I still owed $150 to Urgent Care, and that I had "previously approved" them to continue charging me. None of this was mentioned when I was there. I pay a hefty sum every month for insurance. Somehow, this visit came out to be over $600, with $490 of that as just a "visit fee" as explained by their billing department. I have been absolutely hosed here. This morning I noticed the $150 was simply nabbed from my bank account. I called their billing department who explained how the charges were dolled out and she simply said they comply with some sort of regulation, which came off as a canned response to people who get habitually overcharged, and seeing all of the negative reviews and complaints lobbied on this website it's even more clear that this is how they do things.

      Business Response

      Date: 06/12/2024

      Thank you for bringing this to our attention. We take these matters very seriously.

      During the registration process, all patients are given a Patient Acknowledgement form to review and sign. Under the Financial Responsibility section, it explains our Convenient Pay process. Prior to running a patient's credit card for an outstanding balance, **** sends an email explaining the balance due and that the transaction will occur in three to five business days. This allows patients time to call our ****************** to set up other payment arrangements if needed.

      This patient's credit card was refunded on 6/12/24. However, the patient needs to call our ****************** at ************ to set up payment arrangements to avoid the account being sent to collections.


    • Initial Complaint

      Date:06/05/2024

      Type:Billing Issues
      Status:
      Answered
      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 April of 2023 I brought my son into urgent care. We chose to self pay and payed the 99$ copay. Following his visit we began being billed 150$ at a time on 3 separate occurances. Now I am receiving calls from collections for 400$ and I show them proof of payments and they tell me I need to call the urgent care. The billing **** told me it's in collections so they cannot access it. How is it I pay about 600$ for a 400$ bill and then get sent to collections for the same bill?

      Business Response

      Date: 06/12/2024

      Thank you for bring this to our attention. We take these matters very seriously.

      During the registration process, all patients are given a Patient Acknowledgement form to review and sign. Under the Financial Responsibility section, it explains our Convenient Pay process. Prior to running a patient's credit card for an outstanding balance, **** sends a text message, as well as an email explaining the balance due and that the transaction will occur in three to five business days. This allows patients time to call our ****************** to set up other payment arrangements if needed.

      All patient's that are uninsured and given a Self Pay agreement form that explains our deeply discounted program. It also explains that any delinquent balances that are sent to collections, will lose the discounted price and will also accrue a 25% collections fee.

      We are happy to reinstate our self pay discount if the patient calls our billing department at ************ within 30 days from today.

    • Initial Complaint

      Date:06/01/2024

      Type:Billing Issues
      Status:
      Answered
      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 woke up this morning to having a $150 charge on my debit card. I never authorized TAUC to take a payment in this amount. Im not sure even how they got my debit card information in the first place. Its been months since I went to TAUC and I paid my copayment. I never authorized them to keep any of my financial information on file. I need my money back ASAP!

      Business Response

      Date: 06/05/2024

      Thank you for bringing this to our attention. We take these matters very seriously.
      During the registration process, all patients are given a Patient Acknowledgement form to review and sign. Under the Financial Responsibility section, it explains our Convenient Pay process. Prior to running a patient's credit card for an outstanding balance, **** sends an email explaining the balance due and that the transaction will occur in three to five business days. This allows patients time to call our ****************** to set up other payment arrangements if needed.
      This patient's credit card was refunded on 6/5/24. However, the patient needs to call our ****************** at ************ to set up payment arrangements to avoid the account being sent to collections.

    • Initial Complaint

      Date:05/17/2024

      Type:Billing Issues
      Status:
      Resolved
      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 the urgent care facility almost 2 months ago. I paid my copay. I never received a bill for any difference owed. Today I was randomly charged $150 to my debit card. I never authorized this charge nor I was told or explained that they would charge my card whenever they feel like it for however much they feel like!

      Business Response

      Date: 05/31/2024

      Thank you for bringing this to our attention. We take these matters very seriously.

      During the registration process, all patients are given a Patient Acknowledgement form to review and sign. Under the Financial Responsibility section, it explains our Convenient Pay process. Prior to running a patient's credit card for an outstanding balance, **** sends an email explaining the balance due and that the transaction will occur in three to five business days. This allows patients time to call our ****************** to set up other payment arrangements if needed.

      This patient's credit card was refunded on 5/18/24. However, the patient needs to call our ****************** at ************ to set up payment arrangements to avoid the account being sent to collections.

      Customer Answer

      Date: 05/31/2024

      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:05/11/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      Total Access Urgent Care admitted to collecting the wrong specimen during my service, so my lab could not be completed. They apologized; they indicated they would not bill insurance, since I did not have any service completed (due to their negligence of collecting the wrong specimen).They also indicated they would refund my copay paid onsite. Total Access Urgent Care did not refund the copay paid onsite, and they did bill insurance, for a service (specimen) I never had. In addition to negligence, Total Access Urgent Care has not been truthful with their financial practices.

      Business Response

      Date: 06/04/2024

      Thank you for bringing this to our attention. We take these matter very seriously.

      A representative from TAUC reached out to the patient and the issue was resolved.

      Customer Answer

      Date: 06/07/2024

      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:05/08/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Subject: Complaint Regarding Total Access Urgent Care in ********************* date of service 04/20/2022 I am writing to express my deep disappointment and frustration regarding my visit to Total Access Urgent Care at ***************************************, on April 20, 2022.During my visit, I specifically inquired if they accepted **************** to which their staff confirmed and proceeded to scan my insurance card. However, much to my surprise, I received a ******************* of $2704.09 after being treated. This situation has caused significant financial strain and stress.Upon realizing the discrepancy, I promptly contacted their office seeking resolution. I was informed that a supervisor would reach out to me, but two months passed without any communication. Subsequently, I reached out again, expressing my concern and requesting that my insurance be billed. The manager assured me that she would call me back, but unfortunately, I never received any follow-up.As I explained during my subsequent contact, I am in a financially vulnerable position and rely on government assistance through ********* If your front desk staff had informed me about the unavailability of ******** acceptance, I would have sought treatment at the alternative urgent care facility located less than a mile away, which does accept ********* Regrettably, the Total Access Urgent Care refused to bill my insurance and instead sent the bill to collections.This situation has had a significant impact on my credit and future plans. As a full-time student, I am concerned about the long-term consequences this may have on my ability to build a stable life after graduation. Given my current financial circumstances, I am unable to pay the outstanding amount, and it is disheartening that your facility is unwilling to work towards a resolution.I kindly request that you review my case and take immediate action to address this matter. It is essential for both parties to find a fair and equitable solution that will not adversely affect my credit or hinder my future prospects. I believe that a resolution can be reached through open communication and a willingness to rectify the situation.I appreciate your attention to this matter and hope for a prompt response. Please understand that resolving this issue amicably will not only benefit me but also uphold the reputation of Total Access Urgent Care.Thank you for your understanding and cooperation.Sincerely,

      Business Response

      Date: 05/09/2024

      Thank you for reaching out. We take these matters very seriously.

      Upon reviewing your account, I see that the reception team called your insurance company on 4/20/22 and it was determined that your plan was ********* and that is a plan that we do not accept at Total Access. At which point, the team presented you with our Self Pay Agreement form. The form states that if the balance is not paid in full or payment arrangements are not made, then the discount received from our Self Pay program is forfeited. In addition, any debts that are sent to collections also receive a 25% collections fee.

    • Initial Complaint

      Date:04/23/2024

      Type:Billing Issues
      Status:
      Answered
      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 not liable for this debt with TOTAL ACCESS URGENT CARE. I do not have a contract with Medical Commercial A or MCA MANAGEMENT COMPANY. They did not provide me with the original contract as I requested.

      Business Response

      Date: 04/25/2024

      At Total Access Urgent Care (TAUC), we are committed to creating fast, friendly, and affordable healthcare in every community. This Self-Pay discount program offers affordable healthcare options for those who are uninsured or have insurance that is not accepted by TAUC.

      Self-Pay Patients have access to competitive pricing for services provided by TAUC through the Self-Pay discount program. Under the program, Self-Pay Patients receive a Self-Pay discount from our usual and customary rates. Self-Pay Patients are charged the discounted price of $99 at check-in to be evaluated by the provider. The Self-Pay discount program also includes an average of 45% off of standard pricing for tests and procedures in your personalized care plan.

      This agreement is in effect for all Self-Pay Patient visits for three years after the date of service identified below. If any balance owed by a Self-Pay Patient is not paid in full within 30 days of the date of visit and a Self-Pay Patient has not made any other arrangements with TAUC for payment, the discount provided under the Self-Pay discount program is forfeited. TAUCs usual and customary rates for the services provided in addition to a 25% collection fee will be calculated and applied to the patients account if non-payment by a Self-Pay Patient causes a balance to be sent to collections.

      Customer Answer

      Date: 04/25/2024

      Complaint: 21617021

      I am rejecting this response because I requested the original receipt of my bill and never received any. I would like each detail of how the bill came to $3609 when the bill was never that much in the beginning.



      Sincerely,

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

      Customer Answer

      Date: 04/25/2024

      Is this the only document they can provide? I asked the company to provide me with my original invoice or receipt of how the bill came to $3609. This bill is false and wrongly made, it was not the original amount at all. I would like to see proof with invoice leading up to $3609. I requested the original invoice multiples times but I never received any. I demand this to be removed from my credit collection.

      Customer Answer

      Date: 04/25/2024

      Is this the only document they can provide? I asked the company to provide me with my original invoice or receipt of how the bill came to $3609. This bill is false and wrongly made, it was not the original amount at all. I would like to see proof with invoice leading up to $3609. I requested the original invoice multiples times but I never received any. I demand this to be removed from my credit collection. 

    • Initial Complaint

      Date:04/15/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Total Access Urgent Care stored my credit card information to my adult son's account when I paid his copay. They then proceeded to charge my card for his balance without my authorization.

      Business Response

      Date: 04/16/2024

      Thank you for bringing this to our attention. We take these matters very seriously.

      The refund requested has been expedited and the credit card on file has been removed from the account.

      During the check in process, all patients are given a Patient Acknowledgement form to review and sign. This form explains how we store the credit card given at the time of service to be used for any balances left by the insurance company. This form also gives Total Access authorization to process the credit card for any remaining balances on a visit up to $150.
      In addition, we also send an email notification prior to processing any card payments. This allows patients to call our billing department to set up other payment arrangements

    • Initial Complaint

      Date:03/23/2024

      Type:Product Issues
      Status:
      Answered
      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 took my grandson to this Total Access. I paid the cost of him being seen. I layer faxed insurance information, like lady directed me too. I still have not had a refund mailed to me. ***************************** Member ID ********* Plan ********** MONET DOB 2 21 2017 He had strep on 11 22 23.

      Business Response

      Date: 03/25/2024

      Thank you for brining this to our attention. We take these matters very seriously.

      I sincerely apologize if our team did not reach out to you once you emailed your grandson's insurance information.
      Unfortunately, we are not contracted with ******** and are unable to submit this visit to them. 

      Customer Answer

      Date: 03/27/2024

      Complaint: 21477339

      I am rejecting this response because: I am not understanding.   So if I had his card with me you wouldn't take his insurance? 



      Sincerely,

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

    Total Access Urgent Care, PC is NOT a BBB Accredited Business.

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