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Business Profile

Urgent Care Clinic

Legacy ER & Urgent Care

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Legacy ER & Urgent Care's headquarters and its corporate-owned locations. To view all corporate locations, see

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Legacy ER & Urgent Care has 7 locations, listed below.

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    Customer Complaints Summary

    • 9 total complaints in the last 3 years.
    • 1 complaint 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:10/21/2024

      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.
      Regarding the location at:Legacy ER & Urgent Care 9205 Legacy ************************************************* I am writing in regard to three bills that blind sided me. One in the amount of $2,740 and $287.80 and $172.65 for an Urgent Care visit on 08/01/2024. When I was there, the staff said that I would need to do a X-Ray on my stomach but that would require me to be upgraded to a ER visit. I asked what that would cost me based on my insurance and they said $500 out of pocket and insurance would cover the rest.The bills have obviously blind sided me and when I called my insurance they said that they should have submitted the claim as an Urgent Care visit. If the X-ray is the determining factor then that should have been submitted separately as a ER visit by itself since the other treatment was conducted as an Urgent Care visit at the time. I am disputing these two bills due to the deceptive practice of the facility. I am in no position make this payment. When I arrived on 08/01/2024, the facility said it would verify my insurance details to confirm my amount due with no surprises. The facility told me I would have to make only a $500 payment at the time of my visit, which I made, and only that amount they said for the services rendered. I called there bill department and they understood my concerns and told me to email. I had hoped that they will do the right thing in my case and remove this bill due to the misleading information at the time of my appointment. I did make another payment when billed for $172.65 for Radiology Associates, which Legacy ER never told me about or to expect it. Then I made another payment for $287.80 (Paid in full on 10/07/2024) Account *************. The amount left is $2,730.

      Business Response

      Date: 10/28/2024

      Complainant consented to and received medical evaluation and treatment, based on presentation of symptoms at time of service.  Attached is the ** Acknowledgment signed by Complainant consenting to the ** treatment received, and acknowledgment that all treatment for that visit would be filed as an ** visit.  As a freestanding licensed Emergency Room, billing is processed for facility and professional.  Claim was processed through complainant's insurance and our contract with his insurance carrier.  Patient paid $500 toward unmet deductible and then the ** claim was filed through insurance.  As stated on attached consent, patients are responsible for all copays, deductibles and coinsurance once claims process through insurance.  All treatment received during a visit is either UC or **, based on the level of care needed.   For transparency in billing purposes, our Company has patients sign the attached ** Acknowledgment when ** treatment is necessary.  

      We prefer patients to reach out to our facility directly when they have concerns with their billing.  A patient accounts representative will reach out to the Complainant to discuss.  

      Customer Answer

      Date: 10/28/2024

      I am rejecting this response because:   I never disputed that I accepted the upgrade from Urgent Care to ER visit. I stated that when I asked several times to their staff to confirm that all I needed to pay would be an increase visit charge of $500 that after they confirm my insurance that that would be all the financial responsibilities for me. That is their job to verify and confirm insurance for patients. They gave me confidence that $500 was it. All the legal wording in a document is a cop out from them. I was out of it due to my illness and needed treatment and didnt have the full presence of mind to read the long disclosure. Who ever does? Who reads all the terms and agreement wording on a iPhone or Apple document? 

      The point is, they said after reviewing my insurance and verifying it that all I needed to pay is $500. They never told me I would be charged over $3,000. 

      Business Response

      Date: 10/28/2024

      A member of our Patient Accounts team will reach out to the Claimant to further discuss complaint. ************. 

      Customer Answer

      Date: 11/05/2024

      I have spoken with the Patient Advocate Supervisor ******** today 11/5, and she showed genuine concern and we came to an agreement of resolution on this matter to forgive the remaining amount. I really appreciate her taking control of this matter. I would consider this matter closed now and resolved.

    • Initial Complaint

      Date:04/30/2024

      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.
      Received a text today regarding my daughter owing a bill from November 2020. I was hung up on 3 times before I was finally able to speak with some to be told she owes money for a deductible which is impossible as my insurance plan is an ***. Which means I dont pay deductibles at service. The *** had plenty of money available to address and fees when they sent in the information. Im not sure if they are having financials issues and trying to find any money the possible can by pulling old files. We have NEVER received a bill. A

      Business Response

      Date: 05/01/2024

      We will contact the complainant and adjust off the account, due to a system error.

    • Initial Complaint

      Date:04/30/2024

      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 was overbilled for my copay and they have not submitted the claim to the insurance company. I visited the site on September 30, 2023 and have ************* care which they are a participating provider. They told me that because it was an out of state insurance issued card, that my copay was $150.00. I checked with my provider and they told me it should have only been $25.00. They said they submitted the bill thru there billing company but United Healthcare has not received anything from them. I called several time and was told it will be handled.

      Business Response

      Date: 05/03/2024

      This has been reviewed and claim processing has been corrected.  Patient Advocate spoke to Complainant and explained the issue.  Refund of money paid by Complainant is being refunded as a courtesy.

    • Initial Complaint

      Date:03/11/2024

      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.
      On November 17, 2023 I went to Legacy Urgent Care on ********************* in ******************** and was completely unaware that Legacy Urgent Care could also be an ER facility. Attached is a detailed information about my visit to Legacy Urgent Care and also an Emergency Room Acknowledgement form that I signed without verbal explanation. It shows that my signature is way off the line. The light in the room was turned off and I could not read or see what I was signing.

      Business Response

      Date: 03/14/2024

      The Complainant had multiple conversations with our staff regarding her concerns, prior to filing this BBB Complaint.  After receiving this Complaint, an additional full review of the concerns was done and another call was made to the Complainant to discuss options for resolution.  The correct name of our facility, Legacy ER & Urgent Care is prominently displayed throughout the facility, and as noted on Company's website, proper signatures were obtained evidencing consent for treatment at the necessary level of care.  At the completion of this call, a satisfactory resolution was made with Complainant.  Complainant has the direct contact information for the person she spoke to about resolution.

      Customer Answer

      Date: 03/18/2024

      I talked to Legacy representative on 03/12/2024  and lady agreed to give me a discount. She said that I will receive a new updated bill.  I received bill today, but it the same bill a received before and doesnt reflect any discount. I will give it few more days and try to call Legacy tomorrow and find out why they sent me same bill without discount. Can you please extend my 10 day respond period? At this point I am still not sure if Legacy is going to keep a promise. 

      Customer Answer

      Date: 03/19/2024

      I am rejecting this response because:   

      I talked to Legacy representative on 03/12/2024  and lady agreed to give me a discount. She said that I will receive a new updated bill.  I received bill today, but it the same bill a received before and doesnt reflect any discount. I will give it few more days and try to call Legacy tomorrow and find out why they sent me same bill without discount. Can you please extend my 10 day respond period? At this point I am still not sure if Legacy is going to keep a promise. 

      Business Response

      Date: 03/20/2024

      The Complainant received a bill that was sent prior to resolution.  The billing was corrected as noted in the original resolution.  Complainant spoke to the Patient Account Specialist again today, who addressed the concern and let Complainant know that the billing representative was on vacation.  This matter has been taken care of, and the Complainant should call the business directly moving forward if there are any additional questions about this matter.

    • Initial Complaint

      Date:02/12/2024

      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 got a bill from Legacy ER, ******* for 06/24/2023. But I have never visited that place on that particular date. I have visited the facility multiple times in the past, and I have settled all the bills as received. I contacted the billing **** and they are refusing the prove that I was in the facility that day and that I had visited the doctor. They also are not willing to share the details of ailment/reason of visit or which I am being billed.

      Business Response

      Date: 03/14/2024

      A call was made to the Complainant to discuss concerns.  After research and speaking with the Complainant, the correct information was given to the Complainant and the matter was resolved.  No further ************* to be addressed.

    • Initial Complaint

      Date:02/08/2024

      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.
      On January 18, ****, I suddenly received a text message from Legacy ER and Urgent Care saying that I owed them $94.37 for a service back to 03/23/2019. The business failed to provide any detailed information on the bill, for example, what is the bill for to customer. They continued texting me for the same issue and it is extremely annoying. I believe they do not have a good business practice there.

      Business Response

      Date: 02/15/2024

      Our normal billing process includes 5 mailed statements and a follow up phone call.  We recently began a texting campaign in pre-collection efforts to allow for aged accounts bill payments prior to sending to a third party collection agency.  Concerns regarding billing texts are directed to call ************. Attempts have been made and a voicemail left on the phone number listed for Complainant, to resolve the issue.  To date, there has been no response.  The phone number for the Department that can assist was left for follow up.

    • Initial Complaint

      Date:07/10/2023

      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.
      Hello I recently received a bill for 698.14.My account number is #*************** only had routine labs and was prescribed prilosec which I could get over the counter.The doctor billed this as an ER level 3 visit.I dont believe I should have to pay an ER visit if I only had routine labs.No procedure was done .I want this to be adjusted.I only had acid reflux.I was billed over **** dollars for a facility fee.This should have been an urgent care visit.Instead they ran unnecessary labs and billed me for services like a facility fee.I am being defrauded and taken advantage of as a healthcare consumer.I want collection to stop.I want an explanation of why a stomach ache turned into a heart attack .thank you ******************* Sent from Yahoo Mail for iPhone

      Business Response

      Date: 07/19/2023

      Patient consented to medical treatment per the attached, signed Intake Sheet.  Patient was further consented for ER treatment, as evidenced by the signed ER Acknowledgment.  Our third party billing company responded to an email complaint from patient regarding his billing and request for an itemized statement.  The billing company explained the billing to the patient, based on treatment received and filing with the insurance the patient presented at the time of service.  Patient was sent an itemized statement by email on 7/5/2023 showing the claim processed through our contract with his insurance company. Insurance sets the allowed rate of the contract, and patient was only billed for the allowed rate, per his benefit plan.  The patient was also directed to contact their insurance company to discuss their concerns with the rates assigned by the insurance plan.  The patient threatened to take legal action with the State, the health and human services commission and his insurance company, if the billing was not adjusted, despite his obligation for payment of patient responsibility assigned under his insurance plan.  The complaint was escalated to our company's management team for review and the Medical Director of the facility contacted the patient by phone on 7/13/2023 and discussed his medical concerns.  After the phone call, the patient indicated he was satisfied with the Physician's explanation, but still desired a financial adjustment.  The Company's Patient Accounts Manager contacted the patient on 7/19/2023 to discuss the billing concerns, but the patient declined the call and requested a call at a different time.  The Patient Accounts Manager will be calling the patient again as requested on 7/20/2023 at 11:30 a.m. to discuss his billing concerns.  The medical care and billing have been reviewed, and both are appropriate.  It is the Company's position that we have met the desired actions requested by the Complainant, once we he accepts the call from our Patient Accounts Manager.  Explanation of care and billing will have been satisfied.

    • Initial Complaint

      Date:07/14/2022

      Type:Service or Repair 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 to ER legacy, Frisco on Sunday, July 10th. The physician told me to come back if I got worse. I called before I left and a nurse was supposed to call me back. She never did. 3 cars were there when I got there. The triage nurse basically tried to talk me into not going there when that's what I was told to do. I am in the middle of putting cobra in place and have spent a lot of money over the years at this after hours care. They seem to treat you right only when you have active insurance in place. Cobra doesn't have to notify you for 2 months and I already have a new job with a new insurance that doesn't start for 2 more weeks. However I just got the cobra paperwork Saturday. POOR SERVICE and I have never had poor service at this place. I intend to call the management of this place also. This is unacceptable. I ended up driving 15 minutes one way and wasted 2 hours suffering with diverticulitis that was getting worse. It is now impinging my bladder. UNACCEPTABLE!!!!!!

      Business Response

      Date: 08/26/2022

      Business Response /* (1000, 5, 2022/07/19) */ The Director of Clinical Operations attempted to contact patient on 7/14/2022, but was unable to reach the complainant with no response to date. It is our Company's desire to resolve any concerns directly and in a timely manner. Complainant should call XXX-XXX-XXXX to further discuss concerns.

    Legacy ER & Urgent Care is NOT a BBB Accredited Business.

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