ComplaintsforCareWell Urgent Care
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Complaint Details
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Initial Complaint
04/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
When I went into be checked out at the urgent care I was told it was mandatory that I put a credit card on file. She said my card will never be charged and I will receive a bill in the mail and at that point I will be able to make a payment. I asked her for a print out of what I was agreeing to since you are just asked to sign I pin pad but cant see the terms. She said she will look for it and give it to me before I leave. I never received the print out because she could never find it and told me not to worry. Never received a bill and just noticed my credit card was charged. Very shady practice. Cant be seen unless you have a card on file but are told not to worry because it wont be charged unless you know about it. False. Never received the a copy of the authorization I was agreeing to to look over the terms.Business response
04/30/2024
We apologize for the inability of our registration staff to be able to provide a copy of your registration paperwork during your visit to CareWell Urgent Care in *********, as you requested. I understand that you spoke with several members of our billing team on April 18th, and that they sent a copy of your registration paperwork, including the card on file policy. Our billing system indicates a notification that your card on file would be charged for the patient responsibility portion of the visit charges was sent on March 29, 2024 to the email address you provided, **********************.
Please let me know if you have not received the copy of your registration documents, and I will be happy to resend.
Thank you for bringing this issue to our attention so that we could address it. We will ensure the registration team in ********* receive retraining so this issue will not recur in the future.
Initial Complaint
01/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I received a bill for $109.24 and I have not been to CareWell in 9 months or so. I called the facility and spoke to the receptionist and left a message for the central billing office. The local Lexington office refers users to the central billing department who do not return calls or emails. As background, in Spring of 2023, I received two bills for the same service, paid both, and needed to call and email CareWell on the order of six times to get paid back. Thank you so much for your time and what you do!!Initial Complaint
05/11/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 12/23/2021, I went to CareWell for a COVID-19 test after being exposed to a friend who had tested positive for COVID-19. I was charged $185 out-of-pocket, and told that I could submit the receipt to my insurance for reimbursement as it was out-of-network. We were in the height of the Omicron wave, there were no at-home tests available anywhere, and given my known exposure, I had no option but to go ahead with the test so I could be sure I wasn't endangering my family over the holidays. A few weeks after the test, I was then auto-charged another $160 to my credit card that they had photo-copied (something I was not expecting, as they didn't mention anything about follow-up charges when I came in, and I had already paid $185), for a grand total of $345 for one COVID-19 test. I have been trying to get 2 simple, standard pieces of information from CareWell (their Tax ID number and NPI number) to submit this claim to my insurance for reimbursement for over 5 months now. They have told me repeatedly that they do not give this information out to patients, but would give it to my insurance provider directly. This is completely false, as I've had my insurance provider contact CareWell, and they still refused to provide this information. My insurer has told me that the Tax ID is a standard identification number that most healthcare establishments share immediately when speaking to insurance companies to identify themselves. As for the NPI, "the NPI Final Rule requires providers to disclose their NPI when requested to do so to any entity that needs their NPI in order to identify the covered health care provider on standard electronic transactions." Without this simple information, I'm unable to be reimbursed by my insurer for $345 worth of charges. I was completely misled and taken advantage of in a time of extreme need. I hope that CareWell will take action so that myself and other patients are not left bearing an undue, unnecessary financial burden.Business response
05/13/2022
After internal review, we have identified the area of concern. Our billing team has reached out to the individual to review via phone. We were unable to connect in our attempt; however a voicemail has been left for follow-up and review of steps we have taken for resolution.Initial Complaint
05/11/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
My husband and I shared an appointment to be checked for Covid-19 on September 10,2020. Both my husband and I told the attending physician, we both we had Tricare insurance only. I am a beneficiary under my husband’s Tricare plan and have been since 2016. Somehow Carewell had me under Aetna insurance that i have not had coverage under and that was incorrect of them to enter that data. Starting in early 2022 I started getting bills from Carewell that I am disputing. I have tried working with Tricare to get this paid but Tricare will not pay the account’s totaling $410 until Carewell completes and sends a verification application to Tricare. Tricare requested this form from Carewell back on January 29, 2021. Carewell has not complied but instead started harassing me to pay it. Then Carewell sent it to a bill collector back in April 2022 who texts and calls me several times per week for payment. This is taking too much time from me, my job, and my husband’s job to resolve. Carewell needs to stop this behavior. Carewell needs to be held accountable for filling out the form for Tricare to process the claim and stop harassing me. I truly need your help since I at witts end with all of this.Business response
05/12/2022
Our billing team has reviewed this case and addressed the error. We have since updated the account.
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Customer Complaints Summary
5 total complaints in the last 3 years.
2 complaints closed in the last 12 months.