ComplaintsforNext Level Urgent Care, LLC

• Initial Complaint

  04/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On May 4, 2023, I visited this Next Level Urgent Care facility to have a splinter removed from my arm. I was told that for the self pay (not using insurance) level of service, my fee would be $180. After I was treated by the doctor on staff, I went to the front desk to check out and pay for the services received. I paid the quoted $180 in full and left the facility. Almost 1 full year later, in April 2024, I began to receive emails and text messages for the first time stating that I have an outstanding balance due. I ignored them out of the assumption that these were either phishing attempts or were not intended for me. Upon receipt of a hard copy invoice stating that I owe an additional $75, I called the billing department to discuss the situation. I expressed concern that the level of service I received and the total amount due had been changed at some point AFTER I left the facility. It was never disclosed to me, nor did I agree at any point before I left the building, that I was to owe an additional $75. I am of the belief that they are utilizing deceptive business practices by attempting to get more money out of their patients by having them pay for one service up front, and then arbitrarily changing the level of service in their billing systems at a much later time. I have attached a copy of the receipt I received in 2023 for my service as well as the invoice I have received in April 2024.

  Business response

  05/08/2024

  Our Patient Accounts department corrected this immediately. The manager called the patient and left a voicemail to discuss but patient has not returned the phone call. We are sorry for any inconvenience this has caused to the patient and  removed the charges from her account. 

  Customer response

  05/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  

  I would like it noted that I did immediately return the phone call to the representative named Angelina to discuss the matter. I called and left her detailed voice messages, three times to be exact, and she never returned my calls. 
  
  
  
   

  
  

• Initial Complaint

  04/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I purchased a 10 visit pre-paid visit plan for USD 1,000 in June 28, 2021 which is not been honored by the urgant care facility. I have proof of purchase and have emailed and talked to staff multiple times. I now have three outstanding (delinquent) invoices for services I have already paid for. I have wasted time and effort getting this resolved. I can provide proof of purchase of the prepaid plan (attached) and copies of the invoices. I have made multiple visits to the office, and my wife has tried fixing this issue via email (attached). Andres

• Initial Complaint

  04/14/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I received a bill from Next Level for $175.00 and paid it through my bank billing system. The check was cleared on 1/18/23. In the meantime, Next Level charged my credit card for $175. I called to be reimbursed for the $175 extra that was paid by me. I have made five phone calls regarding this issue and each time they say they will send it over to the billing manager for review. I never hear from a billing manager. Each phone call results in the same response that they don't see the double payment and are sending it for review. On 4/14/23 phone call I asked to speak to a supervisor. She refused to transfer me, kept repeating her rote lines and hung up on me. Credit card was billed 1/14/23. Check was cleared 1/18/23. Phone calls every few weeks from February thru April

• Initial Complaint

  01/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was seen in July for severe ear pain. I was told it was possibly TMJ but there was nothing they could do. They then billed my insurance for treatment of TMJ (which my insurance does not cover). I have tried to get the billing department on the phone numerous times for the bill they keep trying to send me for this. I'm willing to pay it but only after i find out WHY they are claiming to have treated me for something that the nurse practitioner specifically told me there was nothing she can do. No one returns my emails, texts or calls. Then in September I was seen for a foot injury. I paid the copay, have a receipt of it. i am now being billed for the copay that they already charged me for. Again no one in the billing department will return my calls, emails or texts. They have all the documentation they need to prove I paid the $50 already I won't pay it twice. Currently they keep sending me texts that they are going to charge my credit card yet they can't return a call or answer the phone? It doesn't matter what time I call it says they are closed even though they are supposed to be open until 4. When I spoke to an operator she even mentioned she has a hard time getting anyone now that they all work from home. This is unacceptable.

  Business response

  02/17/2023

  I reviewed patients' account; the claim was submitted for *** ********** and was processed with denial code PR-204 (service equipment/drug is not covered under the patients plan).  
  
  A corrected claim was submitted on 02-03-2023 with an updated diagnosis code. The claim was received on 02-14-2023 and we are still waiting to hear back. 
  
  I also called the patient in order to inform her of the status but had to leave a message. 

  Customer response

  03/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I am still waiting on the updated bill but at this time they have resubmitted the bill correctly to my insurance
  
  
  
   
  

• Initial Complaint

  01/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I was seen on 7 Jul 22, 1 Sep 22, and 25 Oct 22 for Cold Symptoms/Respiratory Issues. I was provided service and not charged. I was later billed yet Next Level Urgent Care never filed my claim with my insurance company (****** ******** *******). I've contacted ******* and they stated the provider (Next Level Urgent Care) must provide the claim for payment. I've reached out the Next Level Urgent Care Billing Department (Head Quarters) several times for them to submit the claim so that my insurance can determine my share of the payment. My last communication was with Leslie from Next Level Urgent Care HQs billing. She stated she noticed an error and would resolve the issue prior to submitting to ******* (2 Dec 2022) and it would take approximately 30-days to resolve. Today 3 Jan 23 I received a FINAL NOTICE from Next Level Urgent Care stating I owe $269.32 which is the exact bill dated 11/15/22 and 12/27/22 and neither claim have been submitted to TRICARE. ******* will not accept the bill from me because there are medical coding that need to be provided via normal claim channels. I don't want may credit to be negatively impacted due to Next Level failing to do their part to be reimbursed by ******* and paid by me. The bills are duplicates with the same cost and never submitted to ******* yet the invoice states the ******* (Insurance) paid $0.00. Seems like falsifying documents. Sincerely Jasmine ******* College Student/Disabled Veteran Dependent

• Initial Complaint

  11/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My entire family was at next level's Katy clinic and took several tests including PCR test for covid. The claims were filed with BCBS insurance with incorrect codes and my insurance didnt reimburse for the money we paid for this visit. I tried reaching out to next level billing center as they never sent me detailed itemized bill showing the claim information. I called several times and there is no response. This is totally unacceptable level of service. When I call the recording always says that the call volumes are higher - any time of the day in a week and today when I called at 3.40 pm I was sent to voicemail saying that the billing center is closed although the recording said that they work till 4pm central time.

  Business response

  12/12/2022

  Our Billing department spoke to patient and resubmitted the claim which was coded improperly. Patient was happy with outcome after followup. 

  Customer response

  12/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  NLUC took prompt action to resolve this matter. I appreciate their customer service.
   
  

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