Complaints

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:07/29/2024

  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 visited the ************************************* on November 19,2023.I have visited many times before for the same illness with no issues. When I went this time when I checked in I was told there was an issue with their insurance system and my insurance would be run later and I would need to pay a noninsured visit fee.I later received a bill for 593.01.After speaking with my insurance company I was told it was incorrectly billed and it shows that it was billed as a hospital.I began trying to reach someone as I had only ever paid a $35 copay and was billed as a regular physician's visit.Nobody could/would help so I filed a BBB complaint on 12/28/23 in an attempt to get some assistance. I was contacted on December 30 by someone who I believe identified herself as the regional billing manager.She assured me it would be corrected,rebilled correctly and the $35 cost covered by the company.After speaking with her, that BBB complaint closed.I just received a bill from the first party ****** in June and have spoken to two people from that office and I have again contacted my insurance company.They say they are just receiving the bill and it is still apparently incorrectly billed per my conversations with my insurance company.I have lost contact info for the lady I spoke with in December and I have been unable to get anyone on the phone to assist me by calling the local clinic.I really did not think this would still be an issue 8 months down the road and I would just like to have this situation resolved.

  Business Response

  Date: 07/26/2024

  Urgent Team - Family of Urgent Care and Walk-in Centers is a joint venture with Ascension and concerns for these sites should be sent to the Urgent Team directly. We cannot provide any additional information for this billing concern.

  Here are the points of contact we have:
  
  **********************;***********************************
  **********
  *********
  ********
  *********
   
  **********************;***********************************
  *********************
  ***************** (Fortress)
  *********
   
  Alyssa Fisher ***********************************
  all *********** centers
  ***********
   
  *********************;**********************************
  **************
  *******
  ********
  Gallatin

  Business Response

  Date: 08/05/2024

  This claim was filed correctly on a UB to BCBS of TN. The claim denied with this denial reasoning, We do not offer coverage for this type of service or the patient is not enrolled in this portion of our benefit package. The patient is correct in saying that she has only ever paid a $35 copay, and we re-verified this with the patient's real time eligibility. The claim processed as an outpatient facility instead of urgent care (this is a part of a known contractual issue with BCBST).  Having BCBS reprocess this as an urgent care claim will be next to impossible, but we have decided for this patient only, we will adjust the balance the patient owes in our system and remove them from collections.
  
  Here is attached proof from our billing system the patient now has a $0.00 balance.

  We have sent an email request to the ******************* the patient will be removed from the collection efforts of our contracted vendor. 

  PLEASE DO NOT PUBLISH THE ATTACHED FILE WITH INFORMATION OF THIS PATIENT ON THE BBB WEBSITE -- IT CONTAINS PHI.   

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

  Chief Legal Officer

  
  

  Customer Answer

  Date: 08/15/2024

   
  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. I would like to add for the sake of clarity in case any problems happen to arise with this claim in the future that per ************************ response that the claim was "filed correctly with BCBS of TN but patient is not enrolled in that portion of their benefit package", I do not and never have had BCBS of TN and St. Thomas Ascension Urgent Care/Urgent Team were provided both in the office, by phone and with my previous BBB claim the correct, current insurance card and all information.

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

• Initial Complaint

  Date:02/12/2024

  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.

  I took my son to Urgent Care on September 30, 2023 for laceration repair. I paid $120 at the visit and owed $280. I called in to them and gave them my insurance information but they still took the $280 out of my account (which is fine because maybe they didn't have enough time to process the insurance info before it was drafted from my account). They even billed my insurance and my insurance has paid for the whole amount (total of $400) in late October but they still will not issue me a refund. They say that they do see that they have been doubled paid but that before they can issue a refund that my account has to be reviewed and to call them back in 10 days. Well its been 3 months and I've called them about 8 times within the last 3 months and I get told them same thing, which is to call back within so many days and they'll submit for it to be reviewed again. The last time I called was Feb. 6, **** and they said that they are not sure why it's still under review and I should have been issued my refund. They said they would send it up to management or billing and I should get a call back within ***** hours that way I wont have to keep calling them but its been 36 hours and I still haven't gotten a call or a refund.It seems as though someone in management or the billing department is not doing their job correctly. They have been doubled paid for my sons urgent care visit from me and my insurance company and I am due a refund.

  Business Response

  Date: 02/12/2024

  Good afternoon,

  I will reach out to the manager of the ***************** and we will get this resolved.

  Thank you.