Complaints

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

close

Find a Location

ClearChoiceMD Urgent Care has 14 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  ClearChoiceMD Urgent Care

  10 Ferry St Ste 302 Concord, NH 03301-5081

• 

  ClearChoiceMD Urgent Care

  1200 Williston Road South Burlington, VT 05301-5720

• 

  ClearChoiceMD Urgent Care

  1200 Williston Road South Burlington, VT 05301-5720

• 

  ClearChoiceMD Urgent Care

  1200 Williston Road South Burlington, VT 05301-5720

• 

  ClearChoiceMD Urgent Care

  96 Daniel Webster Hwy Belmont, NH 03220-3045

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:01/28/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  ClearChoiceMD is an absolute joke of a company. They schedule virtual appointments, charge you, and half the time they don't send the link to the virtual appointment for you to get seen.Not only this, but both times that I've actually managed to get into an appointment, I paid them and they magically charged me 30 days later for the same thing. Said they had "authorization" to do so, but they did not. They also said they emailed me two weeks before charging me explaining the charge, they did not do that either.This company is taking advantage of the lack of healthcare available in areas and charging people more times than they are authorized to so that they can make more money. It's dirty business and they know it.

• Initial Complaint

  Date:12/21/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  While on vacation in VT 3/16/24 I fell on a sidewalk, injuring my right leg/knee. When I woke up 3/17/24 my knee had swollen so much I could not walk at all. I went to this urgent care provided them with my insurance, BC/BS of IL ********* This was an emergency, therefore covered out of state. They required a I provide a credit card (CC), which I provided. Took xrays and confirmed my knee was severely bruised, not broken, gave me crutches and advised I not walk on right leg. When reviewing my CC I saw a $250 charge from this company and simutaneously rec'd a bill with a $545.90 balance due. I immediately called **** on 9/17; they never rec'd a claim for services and confirmed this would be covered. I contacted *********** and spoke with *********, she said they billed BCBS VT and it was declined. **** IL contacted ********* explaining how they should file the claim. Advised billed wrong **** and bill IL. I requested credit to my CC; was told ok. I called back BCBS IL 11/13, who called ClearChoice 3-way with me advised them again how to bill IL; they were told will do. Called back ********* on 12/10, she claimed she sent to billing and will me back, never did. Called her back on 12/17; she still hasn't heard back; asked to speak to supervisor, she couldn't find one available, claimed she rec'd a note they are looking into it and someone will call me. Here I am 9 months later with no resolution accept they would the balance due satisfied. I have reference #s with BCBS if needed to show the attempts made. I want my CC reimbursed and at this point with interest, I did my part they lack to follow through on their end. I am not blaiming *********, she appears to be sending all requests the billing department which appears to not exist.

  Customer Answer

  Date: 01/02/2025

  I have not heard from the company-they still have not submitted anything to my insurance and have reimbursed me for charges $250 that I am not responsible for.

• Initial Complaint

  Date:07/29/2024

  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.

  I overpaid for healthcare services by $125 and would like that amount refunded to my card ASAP. I visited *********** MD in ****************, ** on 4/19. The total expense for that visit was $200. While there on 4/19, I paid the copay of $75. On 5/9, I paid the remainder via a link through my healthcare insurer's (Cigna) online portal. Without contacting me prior, ClearChoice MD also charged the remainder of $125 on 5/17. My first phone call to resolve this issue was on June 3rd, 2024, nearly 2 months ago. Since then I have followed up by phone and email on several occasions. On July 1st, I emailed their billing department proofs of all three charges, one of which they claim to not be able to locate, but my debit card statement clearly shows the funds have been withdrawn. I have not heard any updates from ClearChoice MD since 7/1, and have called them two more times since then.I am requesting a refund of the overpaid amount of $125. They always need the following info for communication: My full name is ***********************, my DOB is 07/15/1986. The account number associated with this case is *******.

  Business Response

  Date: 08/01/2024

  The patient was advised to contact her credit card company and dispute the 2nd charge.  Our system shows two payments for card ending in 5859; we did not initiate or process a payment on 5/19.  Two payments processed 1) $75 on 4/19/24, 2) $125 on 5/17/24.  There is no overpayment on the account to refund.  

• Initial Complaint

  Date:07/08/2024

  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.

  Please see attached letter

  Business Response

  Date: 07/23/2024

  Our organization is aware of the issue with BCBS insurance plans.  We have attempted to work with the payer for over a year to get the issue resolved; however, we have had no luck.  Our claims are billed according to our contract with the payer.  Our organization has filed a complaint with the New Hampshire State Board of Insurance regarding the issue with BCBS processing claims incorrectly.  We have contacted our BCBS Managed Care representative and she has confirmed our claims were in fact billed correctly and the issue is on their end.

• Initial Complaint

  Date:05/30/2024

  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.

  I brought my son to Clear Choice Medical ( CCM ) Urgent care in *******, ** on 2/19/2024, I had a been there prior myself and had no billing issues for my visit. The receptionist entered my son's name, ***, address, etc. as well as a copy of my insurance card for billing purposes. Along with that process came a fair amount of paperwork which I admit I should've been more thorough in reading. Apparently buried in the consent to treat form is also language stating that by signing the consent for treatment form you are also consenting to Clear Choice Medical taking your form of payment for the visit deductible and putting it on file in their system for billing purposes. I did not realize this when I signed the consent to treat form nor did the receptionist notify me about the **** policy at the time of signing otherwise I would not have. Unfortunately the way my **************** card reads it shows the Last name: first name of subscriber, first name of next covered individual and so on. It turns out the person manually entering my health plan info into the system misread the insurance card and incorrectly entered my son's name into their system so when they billed the insurance the claim was denied. With no notice or warning CCM billed my credit card (that I had used for the visit deductible) a total of $325.00. When I finally reached someone in billing and tried to explain to them that my insurance denied the claim was because they inputted my son's name wrong in the system they wouldn't listen. I requested that they rebill the insurance using the correct name and refund my CC. I was informed they would not rebill insurance until I called my insurance company and had them correct the insurance card info even though that was not the issue, I know this because during my 2 previous visits in which I used the same exact same insurance card with no billing issues. I could not get the billing rep to understand the issue wasn't with my insurance card, no resolution yet.

  Business Response

  Date: 06/03/2024

  Thank you for the information.  It appears when your son was registered online the incorrect birth date was entered into our system causing insurance to deny the claim.  We have updated our system with the information you provided and will attempt to bill the claim again.  I issued a refund of $250.00 back to your card; please be advised that if insurance denies the claim, you will be billed and will need to contact them to get your sons information updated on their end. 

   

  Thank you,

  *******************
  Revenue Cycle Director
  *********************************
  Office: **************
  **********************
  

• Initial Complaint

  Date:04/29/2024

  Type:Service or Repair 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.

  Prior to using ClearChoice, I called my insurer to confirm that my visit would be covered by insurance. After visiting on 2/14, I was concerned to receive a letter from ClearChoice saying that my insurance had not accepted the claim. They charged my Credit Card $172. After calling ClearChoice to clarify, it came to light that they had billed the wrong insurance company. Once ClearChoice had billed my correct insurance, I received confirmation from my insurer that a total payment of $172 had been sent. For over a month and a half, ClearChoice claimed they had not received the amount and that I would just need to wait longer. My insurance confirmed on two occasions that payment had been sent and that they would be happy to speak with a Rep from ClearChoice. When I called for the 8th time on April 19th, the representative told me that the payment of $172 had been received, but that they would only be able to refund a portion of the amount ($97), but that we needed to wait for the rest to post. When I called ClearChoice on 4/29, this 9th representative told me that it wasn't a posting issue, but they would be unable to refund the rest at this time due to my insurer denying an additional two claims, which had never been discussed prior. ClearChoice told me they were unable to contact my insurance. My insurer and I jointly called ClearChoice, where the 10th Representative provided the codes that were to be billed. My insurance confirmed that these additional two codes had never been submitted (yet again incorrectly billing me for my visit), but my insurance had already covered me for the full amount that I had originally been billed! The newest representative told me I would have to wait another two weeks. I have been told on three occasions that I would be be contacted by a supervisor or manager and I have never received a follow up. My money is being withheld due entirely to a mistake that ClearChoice has made.

  Business Response

  Date: 04/30/2024

  We are deeply sorry for the confusion surrounding billing for your ClearChoiceMD Urgent Care visit in February and the subsequent difficulty and extended timeiine in processing the appropriate payment and refund.  

  I have confirmed with our ************** that, as you indicate, your insurance company has paid the allowable amount for your visit, in full, and there is no patient responsibility balance for this visit.  Your card was charged $172, of which $97.12 has been refunded.  The ************** will process the refund today for the remaining balance you are due, $74.88.  It may take 3-5 business days for the refund to appear.  If you have not received the refund by May 10, 2024, please let me know. 

  I apologize again for the inconvenience you have experienced.  

  Customer Answer

  Date: 05/08/2024

   
  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:04/02/2024

  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.

  I went to Clearchoicemd in ********* ** on 2/26/24 for a strep throat diagnosis/antibiotics. I paid the $25 copay required with my insurance and an additional $15 for meds on site. I was never notified that there'd be additional costs incurred from my visit, nor was I ever notified that anything occurred with my insurance to not cover the cost. I was just charged $72.76 on 4/2/24 though I haven't been back to that office since February so this charge was completely unexpected and not authorized. The forms I signed at the office didn't say anything about additional charges and them being allowed to take funds out of my account after that visit. I want my money back.

  Business Response

  Date: 04/04/2024

  Dear **************,

  Attached please find the registration document you completed for your visit to ClearChoiceMD Urgent Care on February 26, 2024.  The highlighted section references our policy and practice for collecting and charging credit cards on file for outstanding balances. 

  You should have received an explanation of benefits from your health plan showing the same information we received from them (also enclosed) and alerting you to your total out of pocket responsibility for the visit. If you did not receive a notification from your health plan, please contact them directly.

  Your total out of pocket cost for the visit (excluding the medications prescribed, for which you separately paid $15) was $97.76 ($47.76 deductible plus $50.00 patient responsibility).  After applying the co-pay of $25 you paid at the visit, the remaining balance of $72.76 was charged to your card on file.

  I have also enclosed some FAQs to provide additional information about this policy, which is standard in the urgent care industry.

   

• Initial Complaint

  Date:03/20/2024

  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.

  Have sent numerous emails and have made numerous phone calls (also leaving message)Please see the attached emails, outlining my attempts to contact ClearChoice MD in regards to an overpayment on our account which should result in a refund.NOT ONE person has returned a phone call or email.

  Business Response

  Date: 03/20/2024

  Dear **************,

  I am sorry you did not receive a timely response to your inquiries.  We strive to provide quality customer service for our patients and clients, and in this case, we missed the mark.   

  I understand that *****************************, our ******** Services Account Manager, left a voice mail message and sent an email yesterday to confirm that the refund would be sent as soon as possible, following escalation to leadership in our Billing Department.  I have confirmation this morning that the refund check was processed yesterday.  Please let me know, by email to *************************** if you do not receive the check within seven (7) days.

  Thank you for bringing this issue to our attention so that we may address it and prevent any future recurrence.

  Customer Answer

  Date: 03/21/2024

   
  Complaint: 21455822
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/07/2024

  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.

  I used this facility in September of 2023. When I received the bill in October of 2023 I had questions about it. I called and left a message for the billing department on 10/18/23 at 4:38pm. I received no response. Each reminder bill I received there after I again contacted the billing department and attempted to talk to someone. I heard nothing in response. Fast forward to Saturday March 2nd 2024, I received an alert from my bank that $172 was debited from my account by Clearchoice MD. The billing department is not available on the weekend. I called Monday to explain that I never heard back and that it was unethical that they just charged me without any warning. After speaking to three different outsourced CSRs I was finally put through to the Supervisor ******. She was extremely rude and "did not care" about my attempts to contact the billing department. She then told me that she has no record of me calling. (I have the record). She was obviously mistaken or did not know how to properly use the call accounting tools provided. Once that conversation was over, I received a call from the Director of Revenue. I explained my situation to her and she said I was "being childish" and she will "block my number"15 years ago I was working three jobs living paycheck to paycheck trying to raise my children. Had I been in that circumstance, and been charged unknowingly, my family would have gone without food for the weekend. I am sure there are others that are dealing with this treachery of a billing department, so therefor I am opening this case with the BBB to have it properly resolved and hopefully prevent this from happening to the vulnerable patients in my community.

  Business Response

  Date: 03/12/2024

  On 10/5/23 we received an Explanation of Benefits (***) from the patient's insurance company.  Per the *** they allowed $172 towards patient responsibility for the visit on 9/16/23; the patient had not met his deductible.

  1st statement mailed 10/6/23
  2nd statement mailed 11/5/23
  3rd statement mailed 12/27/23
  
  As no payments were received in response to the mailed statements, our process for charging the credit card on file, obtained with the patient's authorization on the day of service, was initiated.  Email notification was sent to the patient on 2/16/24 regarding the pending charge to his credit card on file.

  In response to this complaint, call logs were reviewed to confirm the first call received from the patient occurred on 3/4/2024.  Please see the call log showing the first call was received on 3/4/24. The Billing Supervisor and Revenue Cycle Managment Director both spoke with this patient on March 5, 2024, after his previous interactions with ****************** staff.  

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21394104
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  

  This is not a debate.  I called multiple times regarding this issue.  I never received a response and was charged unexpectedly.   This is an unethical practice that needs correction.  I am adding a screenshot of my phone records for 10/18/23, which is the first time I attempted to reach out to you.  Please take a look at your call accounting procedure, it is most likely flawed.

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

  Business Response

  Date: 03/14/2024

  Thank you for providing additional documentation of a call to our ****************** on 10/18/2023.  We had not been able to track that as you did not provide the number from which the call was made. 
  
  I apologize if you did not receive a return call in response to that message or if you subsequently had trouble connecting with someone on our Billing team to answer your questions.  Earlier this year we made some system and leadership changes in our ****************** and strive at all times to provide timely responses to billing questions.  This improvement in our Billing operations is demonstrated by the responsiveness of multiple members of our team to your recent calls. 
  
  While the level of customer service you experienced in the past may not have been satisfactory, this does not remove your financial obligation for the medical services you received at ClearChoiceMD-Belmont. 
  
  You acknowledged your financial responsibility for payment of charges and provided authorization to charge your card on file for any outstanding balance during registration for the visit.  Attached is a copy of the Explanation of Benefits we received from your insurance company; you would have received the same information from Anthem about the same time we did.  The reason for your balance due for the services you received on 9/16/2023 is because you had not yet met your deductible.  If you have a question about the charge, please contact Anthem.

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21394104
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

   

  I provided my phone number multiple times to your billing department supervisor ******.  I was on the phone with her as she searched for my number and was adamant that I did not call back in October.  Your new billing department is the exact reason I am opening this complaint.  I was treated terribly by your supervisor and director.  I recognize I am responsible for the financial compensation for the services rendered by Clearchoice MD.  This complaint is moreso about the mistreatment of your staff to one of your patients. 

  To be asked to "prove" that I made the call back in October is insulting.  To not call me back is poor customer service. To charge me without notification (without hearing my concerns) is unethical.  To treat a customer/patient in the manner I was treated by your supervisor and director is appalling.  

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

  Customer Answer

  Date: 04/01/2024

  There has been no resolution to this complaint.  The business is not attempted to reach me, Even though that is my only desired request.  I'm not looking for financial compensation.  I was looking to have someone contact me as stated in my original complaint.  This business is so caught up in defending themselves. They can't just call and apologize.  Again their actions were unethical, their business practice is horrific.  Also, they are stalking their patients after interactions.  I don't feel this issue is resolved.

  Customer Answer

  Date: 04/01/2024

  I was asked to reopen this ticket by ************, the Practice Relations Manager.  She requested we converse through the BBB instead of a phone call.  

• Initial Complaint

  Date:03/04/2024

  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.

  Today, this business debited our account via our debit card they had on file for $200.00. I had no notification that this charge was coming out of our account. I called them and spoke to someone in billing. I was told that this was because we had a balance due with them and that they had notified us by mail and by email that this was going to be taken out of our account on 3/1/24. I asked them what email address they had on file and they told us what email address they sent this supposed notification too which is not my husbands email address. I told them this. I asked what address they have on file for us where they supposedly sent us notification that this money was going to be taken out of our account today. They provided us an address which is again in correct. I told them that we had not received notification, were not aware that this bill was due, as when my husband brought my daughter in to their office, he was told that our insurance would be billled and that we owed nothing. I asked them to please refund the money to my account today as it was going to overdraft our account and it was a financial hardship at this time for me to pay this. I was told they would not refund the money unless I gave them a different credit card to pay in full with. I once again explained I did not have the extra money at this time, and that I could set up a payment plan with them once. They refused this as well. I told them it is illegal to just withdraw money from our account without actually properly notifying us that they were taking this money and they said that they can do this because of whatever policies they have in place. I told them once again that we did not receive notification and that they had just provided an incorrect email address in which they are saying they had sent us notification. If it’s’ the wrong email address, how can they say we received this? I also told them that they have the wrong address on file and that we did not receive the two paper statements

  Business Response

  Date: 03/11/2024

  Response sent directly to patient by our Revenue Cycle Management Director, attached.