Complaints

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

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  Total Access Urgent Care, PC

  13861 Manchester Rd Town and Country, MO 63011-4503

• 

  Total Access Urgent Care, PC

  3871 Mexico Rd Saint Charles, MO 63303-3042

• 

  Total Access Urgent Care, PC

  2060 Hampton Ave Saint Louis, MO 63139-2903

• 

  Total Access Urgent Care, PC

  1890 Wentzville Pkwy Wentzville, MO 63385-3817

• 

  Total Access Urgent Care, PC

  1090 N Highway 67 St Florissant, MO 63031-4720

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:02/10/2024

  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.

  The date was July 14,2021. I went to total access urgent care to get a free ***** test because it was advertised as free. I didnt pay any ** pay or anything while I was there because they also told me it was free and I didnt owe anything. 3 months pasted and I ended up getting a bill in the mail for $563 for the ***** test that was supposed to be free. I asked multiple times while I was there just to make sure it was free. I called them and asked why I was billed because I had been told multiple times I didnt have anything to pay. The lady I talked to told me that I wasnt **vered under the free ***** testing, even though that had been my first ever test and it was advertised that everyone got a free ***** test. I have tried to dispute it from my credit karma a bunch of times. Ive basically given up at this point, I am not paying it though. They told me the day I was there I wouldnt have to pay anything, why would they bill me for my visit months later? My credit s**re said it was added to **llections in 2022 but this incident was in 2021.

  Business Response

  Date: 02/16/2024

  Patients that presented to TAUC that were uninsured were able to be seen for free thanks to the CARES Act that was inactive by the government during the ******19 pandemic. Unfortunately, this patient did not qualify for the CARES program due to being insured with ******** at the time of service. TAUC is not contracted with ******** and therefore reduced this visit to our Self Pay pricing. 

  Attached is our Self Pay Patient Agreement form explaining ******19 testing and the CARES Act that the patient signed at the time of service. 

• 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 was in ************, ** visiting my parents out of state when I had a strange skin condition arise. Not being in my home state, I utilized the Urgent Care (Total Access Urgent Care) down the road from where I was staying. I had the appointment, paid what was due at the end of the visit and left.Over a month later I received a charge on my credit card in the amount of $60 for a visit to the urgent care location on 11/17. Since I do not live in the state and could not have physically made it to such an appointment, I was confused and disputed the charge with my credit card company thinking I must have been erroneously charged. The charge was cleared from my credit card and I assumed the issue had been resolved. Now today, 12/27/2023, over another full month later (and two months since I been in the ***********) I received another billing notification from Total Access Urgent care that I somehow owe them more money. When I called the location the billing coordinator was incredibly rude, and told me that I had been charged an additional $20 by Total Access Urgent Care for disputing the November charge. Luckily they were unable to charge my card directly since I canceled the card I had used previously. The billing coordinator told me I now owed $80 (the fraudulent $60 charge from the fake November appointment that I could not have possibly made considering I was not in the state, in addition to another $20 for disputing the fraudulent charge).It became obvious that this company is highly predatory and I do not have the means to fight a battle against a large corporation. But that charge did not even appear on my portal (likely because it had been paid). I do not want to hurt my credit, but I am not paying them an additional $20 dispute fee for a charge that they fraudulently manufactured. How is this legal? I paid the charges that were due at the visit, but since they have my info they are allowed to indefinitely charge me random amounts from out of state?

  Business Response

  Date: 01/08/2024

  Thank you for bringing this to our attention. 

  We have investigated this account and found that a standard email/text statement was never sent to this patient. We had our Dev team look into this matter to ensure other patient's were not effected and found this to be a rare one off issue. We are waiving the merchant dispute charge and a paper statement was mailed to the patient on 1/7/24.

  Customer Answer

  Date: 01/12/2024

  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:12/04/2023

  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.

  This is my absolute last straw. I have a child who is sick. Fever, cough, red eyes. I was placed in line at 6:01 am in position number 3. At 7:54AM was texted to head to the Washington office. We did, we waited in the car until position number 2, which is when you head inside to be registered. On the way in, in less than a minute we were for the 2nd time bumbed back to number 3. I was told there are 7 people in the back waiting, there is only 1 provider and that the provider had just started (8:30am) So HOW ARE WE NUMBER 3?? I was told none of my 9 year old daughters symptoms are considered "urgent" HELLO!!!! THATS WHY WE ARE HERE. IF YOURE HERE, IT IS URGENT. Its currently 9:06am. 3 HOURS and we still have not been seen or got a text that we are next.

  Business Response

  Date: 12/11/2023

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

  While our online check-in begins at 6am, our locations do not open until 8am.
  Any patient presenting as a walk-in and is urgent or emergent at 8:00 AM must be prioritized, making the waitlist move a patient or two down the list.
  If the clinical team is working with an urgent patient at open, it may take a while before patient #s 2,3,4 or 5 are seen.
  Our goal is always to get every patient seen as quickly and efficiently as possible.

• Initial Complaint

  Date:11/29/2023

  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.

  On August 23 I visited Total Access Urgent Care (TAUC). I paid the bill with my Discover Card and 3 charges for $15.00, $25.00, $1.87 posted on that date. On October 25, a charge by TAUC for ***** posted to my Discover Card. I had not received a bill showing a balance due; and given the charge posted 2 months after the visit, I thought it might be fraudulent and initiated a dispute on Discover. Discover investigated and on November 21 credited ***** back to my account as an unrecognized charge. On November 29, I received a text from TAUC requesting payment for my 11/27/2023 visit. I did not visit TAUC on 11/27. I contacted TAUC and they said that I had authorized them to automatically charge my account (the clerk had asked me to initialize a couple items when checking out. I would not knowingly authorize automatic charges to my account. In addition to the $***** that **** said I owed, they added a $20 dispute charge that they said I am responsible for. I still do not know what the ***** charge was for. But I should not have to pay them $20 for Discover settling a dispute and determining the charge was unrecognized; nor the $***** since they did not send me a bill and didn't identify what that charge was for.

  Business Response

  Date: 12/05/2023

  Thank you for bringing this to our attention. We take these matters very seriously.
  I have reviewed the account and have addressed discrepancies found with my team.

  Customer Answer

  Date: 12/05/2023

  While TAUCs response indicated they had addressed the discrepancies they were not clear on whether the charges had been removed/adjusted. I would like to know the resolution of the disputed charges before I accept/reject the response.

  Customer Answer

  Date: 12/05/2023

  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:09/09/2023

  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.

  Total Access Urgent Care failed to bill insurance properly for my children and claimled I did not provide insurance information. However, they properly billed my insurance on my account. The date of service for me and my children were all the same day. I provided my insurance information and copy of insurance card which included names of my minor children. TAUC claimed I never gave them insurance info but somehow they billed my insurance and they were paid fir my account. They place me in collection and continue to deny they have the correct insurance when they billed and got paid by my insurance for my account.

  Business Response

  Date: 09/18/2023

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

  Unfortunately, the insurance we have on file was not active during the date of service. If active insurance can be provided, we can attempt to resubmit the claims in question. 

• Initial Complaint

  Date:08/14/2023

  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.

  Hello, This is regarding a bill that I am being sent to collections on. I have always paid my co pays of $75 and I am being told I did not pay a bill that their system is showing I paid. Someone there dropped the ball and did not document my payment apparently. So I received an email from a collections agency about date of service 2/19/22. I log onto the Total Access website and it shows the last three payments I have made. Per their system I paid on 3/17/22 for visit id # *******. Then I requested a statement which they sent over and it also shows the visit id numbers for each visit. Their statement is showing visit id# ******* $o paid. So on one end it's showing paid and the other end it's showing not and I know I paid this the same way I paid all the other visits. They can't tell me why the system is showing I paid this. I have attached the screen shots.

  Business Response

  Date: 08/17/2023

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

  This issue has been resolved.

• Initial Complaint

  Date:07/15/2023

  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 6/2/23, I came into TAUC on ** ********* ** ********** **, not feeling well. I was there for approximately 4 hrs. The process was horrible. I was a guinea pig for a new person apparently who attempted to do an IV on me. He had no clue how to cap it and I watched my blood poor down my arm and onto all the pads he had underneath me. I guess he knew it was going to happen, because he was prepared. My blood was on the floor and the step stool beneath me too. Finally after getting me cleaned up, I went to the restroom and noticed my IV line was full of blood. At this point I was irritated and just wanted to leave. I left feeling more stressed than I did coming in. When I first arrived there I paid the receptionist $25 to apply toward my prior balance. When I checked in like any other time I signed the pad for consent to treat and bill my insurance. Never in a million years did I give them permission to charge my card anything other than the $25 I paid upfront. Here it is 7/15/23 a month and a half later and these people have taken $150 out of my account. I've been going here for years this has never happened. I don't know what kind of sketchy business practices they are getting into, but Total Access Urgent Care stole my money. Now that the money is gone, I find the email saying they are going to debit my account, but if you don't check your emails daily you'll never know it's happening. This is a bad business practice. I didn't give permission to store my card information, let alone charge it. $150 is a lot of money to take from someone.. I'm poor. I pay $568 a month for health care insurance while only making $16/hr. First they botch my Healthcare Treatment, now they steal my money. I'm not the first person, but I should definitely be the last.

  Business Response

  Date: 07/19/2023

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

  Additional training will be provided to the employee that started the IV to ensure an incident like this does not happen again.

  An explanation of our card of file process has been sent to the patient.

• Initial Complaint

  Date:06/30/2023

  Type:Customer Service 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 received service from the Chippewa location on June 2023.; I have received service at other TAUC locations. 1) Again, I advised them to NOT send text and or emails to me. I declined to give them my email. However, a consumer is required to give them a phone number to register your place in line. So advised the receptionist at the time of registration - do not text me unless it's related to being seen at the office. Secondarily, i advised the director of operations - do not text me. I received a text this morning that i have a balance due. My insurance does not pay 100%. 2) Is it legal for a healthcare provider to bill for services without an explanation?

  Customer Answer

  Date: 07/03/2023

  *****

  Business Response

  Date: 07/07/2023

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

  This matter has been resolved and the patient's account has been updated to only receive paper statements from here on out.

  Customer Answer

  Date: 07/07/2023

  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.
  

  The he company representative called me to discuss. 
  

  My account has been updated and it seems they may modify their practices or at least review them. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/25/2023

  Type:Customer Service 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 checked in online at 8:02 to be seen for severe flu symptoms at the ****** location, my head is throbbing and my sinuses are severely congested and Im coughing. At 10:02 Im told Im second in line and I should drive up and check in. Once I do that ** told to be seated for a room. A few minutes later a gentlemen in his 50s walks in and says he needs to be seen because he is not feeling well. He gets bumped in front of the line. Mind you I waited over two hours and wasted gas at this point, while my sinuses are still running and my head is throbbing. So I was like okay, it shouldnt be much longer. I wait another few minutes and another younger kid in his 20s walks in complaining about his side hurting and he gets bumped ahead of me as well. At this point having waited well over 2 hours I ask the lady at the front making the executing decisions who gets to be seen first when my turn will be and she said it will be about another hour. At this point I felt severely Mis treated and decided to leave.

  Business Response

  Date: 05/30/2023

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

  *********************** Director of Clinical Operations, spoke with the patient and addressed all of these concerns with a positive outcome.

  Customer Answer

  Date: 05/31/2023

  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:05/04/2023

  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.

  They charge me what they think I should pay. They did not bill my insurance then bill me and refused to do so. I had to call to ask for a refund it was not automatically sent to me. I had to determine what I paid versus what the insurance said I should pay, and then call to get a refund. I was told I would receive a check in 10 weeks, that was on 1/20/2023. I called today 5/3/2023, and now they are telling me they have to reprocess abs it’s going to be another 20 weeks. If I was not paying attention my my medical claims, I would have never known they charged me more than I should have. This is a scam. If you overcharge someone you should automatically refund them, not make them call for the refund

  Business Response

  Date: 05/12/2023

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

  I have reviewed the account and see that there was a miscommunication within my department. This feedback has helped to ensure proper re-training occurs to avoid issues like these in the future.

  A refund check has promptly been issued and mailed to the patient.