Business Profile

Urgent Care Clinic

Quality Urgent Care- San Antonio

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Complaints

This profile includes complaints for Quality Urgent Care- San Antonio's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

15 total complaints in the last 3 years.
10 complaints closed in the last 12 months.

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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:04/04/2025
Type:Customer Service 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.
My child was brought to this urgent care with concerns of a fracture from a fall. She was brought in wearing a splint we purchas** for her, to stabilize her wrist, post-fall. The provider and facility did not disclose any possible charges that would be pass** on to us, as individuals who do have insurance coverage. Simply that this facility accept** our insurance. The provider order** the xray, and it was review** that she had a buckle fracture. The provider brought in another splint (recall we came in with one) and hand** it to us to apply to our child. The provider hand** the discharge instructions over and advis** follow up with orthop**ics to apply a cast. A bill was finally receiv** totaling almost $800. Attempts to reach billing to discuss charges (what we felt were inappropriate charges [office visit: $222, treatment: $413, orthotics: $108, x-ray: $36] as well as being charges significantly higher than an out of pocket expense) were made on:6/24/2024-left voicemail ********************* call from ***** who sent a message to ****** with billing to call me back 7/29/2024-spoke with ***** (still no call from ****** with billing to discuss *************** sent another msg to ******) and paid $400 which was what we felt was more than a reasonable amount for services/lack of services provid**.8/15/2024-email** ********************************************************* to try to reach ****** 9/5/2024-spoke to ***** who sent another msg to ****** 9/5/2024-VM on ****** 9/29/2024 VM on ****** 10/7/2024 VM on ****** 10/24/2024 VM on Debbies line and spoke to ***** who stat** a message was sent to ****** and boss was cc-** as well. Receiv** call back from ****** while I was on another call, attempt** imm**iate call back and no answer, left another VM with ******. 10/30/2024- VM on ****** 11/5/2024- VM on ****** 11/8/2024- VM on ****** 11/18/2024-VM on ****** 11/26/2024- VM on ****** Voicemails continu**, out of space here. Impossible to reach anyone. ******** customer service.
Business Response
Date: 04/04/2025
Hello
This account was reviewed today after a member of the billing department spoke with the consumer. After review the billing department called the consumer back. If they have questions of the review and the outcome please reach out to the billing department. Please note that consumers insurance company prices the visits and we do not control any patient responsibility totals.
Customer Answer
Date: 04/04/2025
Complaint: 23162484

I am rejecting this response because:
All of the documented dates and times of attempting to reach this business is unacceptable and poor customer service. It was only after 2 involvements of patient advocacy through our insurance that someone finally decided to reach back out to us and write off just under $200 of the claim. The initial complaint is still valid. Customers should be aware of the inability to reach this companys billing department to discuss or dispute charges, and their blatant disregard of numerous voicemails left by a consumer. Consumers and patients should be weary of utilizing these facilites when they refuse to return calls.
The amount weve paid more than covers what someone who came in as uninsured would be charged for the same services. Fees should be clearly discussed and they were not. Services provided were not accurately described. Again, the provider did not treat our child. A visit and xray are the only accurate services provided. Handing a parent an orthotic (when we came in with our own) and having the parent apply a new orthotic is not treatment and should be removed from the bill received.
Regards,

*********************
Initial Complaint
Date:03/19/2025
Type:Product 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.
On July 4, 2024, I (account #******* visited Quality Urgent Care at ************************************************/281) and informed the staff that my insurance required me to pay only 10% of the service cost which would have been $18.20. However, the receptionist insisted that I pay the full amount upfront ($182.00). As expected, my insurance later covered the remaining 90%, meaning Quality Urgent Care has now been paid twice for the same service. Despite my repeated calls to both the main office and the billing department, I have yet to receive my $163.80 refund258 days later. Each time I call, I am assured that I am owed a refund and that my request has been submitted to the owner for processing. The owner has not responded to my emails or to his billing department emails. They claim refunds would be issued within 90 days, yet it is now March 19, 2025, and I am still waiting. The lack of correspondence and billing information from Quality Urgent Care keeps the customers in the dark and the owner in control of the customers money.
Business Response
Date: 03/20/2025
Hello
This patient's refund was sent for processing this week. Unfortunately, the patient's insurance company denied the claim initially which caused it to go into appeal status. They reprocessed the claim on November 24, 2025 however did not send payment until Jan 20, 2025 to post to her account. Once payment is posted, we have a 90 day policy for refunds because of healthcare laws allow the insurance company to retract the payment within that time without notice. We have made an exception to this case as the payment date on her EOB was for November 2024. We apologize for the inconvenience but this information should have been relayed to her to not cause a misunderstanding. Billing personnel have been made aware of this to prevent any confusion if this would occur in the future.
Thank You
Quality Urgent Care
Customer Answer
Date: 03/24/2025
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. The refund was applied to my form of payment on 3/24/2025.

Regards,

***** *********
Initial Complaint
Date:01/14/2025
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.
On January 13th, 2025 at about 930 to 1030 am. I took my child in to be seen while sitting in the waiting area my son began to shake; his whole body and was **ipping sweat all over. I asked the lady at the front desk to please see if the *** could please take a look at him. the front desk clerk refused to notify the *** I sat down and called ems where they again asked her to notify the ** and again she refused to notify ** then she said she did notify the ** but she never left the desk do I am mot sure if she did or not. However my son did not receive any medical attention and I had to **ive him to the nearest emergency room. The failed to. Provide medical attention to him. They wouldn't even check his vitals.
Business Response
Date: 01/14/2025
We need more information regarding location.
Initial Complaint
Date:12/26/2024
Type:Product 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.
July 11 2024 I went in for an urgent care visit and paid 182 upfront. My insurance has an HRA with auto claim forwarding so they received the claim on 7/17/2024 and processed it on 7/19/2024; they automatically deducted ****** from my Health Reimbursement Account and paid ******************************************* Care. I called about my refund and they gave me the billing number and they stated all they can do is submit requests. I've emailed *********************************************************** which I was instructed a few times and nothing. I was told by billing if would be refunded in November and we are already in December. I've called and again there is nothing they can do. My visit was in July. If they had clear cut dates of this is when they process refunds and gave me a definitive date I would be ok but I am just getting the run around and why should it be this difficult to get my refund when they were paid twice in less than 2 weeks.
Business Response
Date: 12/31/2024
There is a 90 day hold on insurance payments due to *** guidelines that allow insurance companies to recoup funds for various reasons. However, this patients refund was completed this week after the 90 day hold was lifted from the date of payment from the insurance company. The refund was put back on to the credit card used at the time of service.
Customer Answer
Date: 01/02/2025
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.

Regards,

Jayden *********
Initial Complaint
Date:12/18/2024
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 had an appointment in June and was told I need to pay upfront for the service even though I had insurance and have an hra account with my insurance. No problem paid up front for the services. However even though they were paid in full for the appointment they billed my insurance and took money from my hra to pay for the same date of service. They have been paid twice and have been notified multiple times. They just keep saying nothing we can do, just keep waiting for a refund. I have asked multiple times for confirmation of when they would be refunding and how they would be doing so, but again get no straight answers. We are going on over 6 months from my apartment and I still have not been refunded. I have uploaded the proof they took money from my hra and an email confirming they know they owe my a refund as they billed and were paid twice.
Business Response
Date: 12/18/2024
This customer's refund was approved on 12/10/2024 and was put in queue for this upcoming refund run. We understand that the patient was seen 6 months ago however we are to wait 3 months from the time we receive payment from the patients insurance company to approve any refunds since the insurance company can recoup that money within those 3 months. The insurance company sent us reimbursement on 9/10/2024 hence the date of 12/10/24 as the date his refund was approved. He should expect his refund to be processed this week. We appreciate the patience and apologize if this was not relayed to him before.
Thank You
Initial Complaint
Date:08/12/2024
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.
In early February, I received a bill for $256.87 for services rendered on 12/08/2023. The bill reflected that my insurance had not covered my visit. It seemed strange that my insurance had not covered this service since I had been to this location before, but I went ahead and made a partial payment to avoid being delinquent on the account. I made an online payment of $120.00 on Feb 11, 2024 using my HSA. After making the payment, I immediately reached out to my insurance company. They stated they had already paid Quality Urgent Care for those services and all I should have been billed for was $43.46. While I was still holding, my insurance company called the business, and they were told I would receive a refund within 90 days. In April I reached out to Quality Urgent Care again and after leaving several messages I was told they had not received any payments from me or my insurance. I reached out to my insurance again to help with the matter. And again, my insurance spoke to Quality Urgent Care and were told I would receive a refund of $76.64. (this is minus the $43.46 I should have been billed)More time passed and I was received an email response in July that the information had been sent to the "billing department". Over the course of several emails, I felt like I was getting pushed off with no clear answers. I asked for the direct contact information for the person I needed to speak to resolve the issue-all I received was an email address ************************************************************ I was told the information was now being sent to the "correct department", and these are just a few of the misleading responses I was given. On July 29 I sent another email and finally received a phone call from them. I was told it was the owner who issues refunds. ****** (QUC employee) asked me to send proof of my online receipt to share with him, which I did, along with my HSA receipt. She said she would call me right back-I'm still waiting.
Business Response
Date: 08/12/2024
This refund is already in process.
Customer Answer
Date: 08/16/2024
Complaint: 22125232

I am rejecting this response because: On 8/13, the business stated the refund was "in process", but did not clarify if that refund would be in check form mailed to me, or a refund to my HSA card. As of 8/16, the refund has not been refunded to my HSA account, and I have checked every day. Due to the 6 calendar day response window, I felt it was necessary to respond before the window closes because days 4-5 fall on the weekend. I will not accept the business response until I have actually received the refund in check form or refunded to my HSA account.
This business has stated multiply times to myself and my insurance company that the refund was in process, but never issued it.

Regards,

***********************
Customer Answer
Date: 08/29/2024
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.

Regards,

***********************
Initial Complaint
Date:07/12/2024
Type:Product 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.
Date of Service 2/5/204 For my Son ******************************** D. O. B 10/25 2010. Was charged $139.41 for a deductible . I do not have a deducible with Tricare but a $37.00 Copay. I have contacted Quality Urgent Care for reimbursement in the amount of $102,41 . I have gotten the run around . I have been told I have to wait till my insurance pays the claim . Which they have. Then I was told I have to wait 90 day from the time the claim was filed . Which I have . Then I was told that I have to wait for the billing manager to approve refund. When I finally reached the billing manager. I was told She isn't authorized to approve refunds. I must email the owner . Which I have . We are now in the month of July and I have yet to receive my adjusted refund.
Business Response
Date: 07/24/2024
We apologize for the delay but the refund is in process. We identified that the patient had multiple accounts and that caused the unnecessary delay. She should not have been waiting this long and we are truly sorry for the delay and have reinstructed our receptionist so this overcharge would not occur again.
Customer Answer
Date: 07/24/2024
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.

Regards,

*******************************
Initial Complaint
Date:06/20/2024
Type:Product 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 this ****************************** location on 01/03/2024. After receiving my EOB, I saw I was overcharged by Quality Urgent Care since the estimate they had me pay was more than what should have been after the claim went through. I called to receive a refund and left a vm with billing on 01/29/2024. Someone called back and said they did see that I overpaid by $8.47, but told me she had to wait 90 days to put in for the refund. I thought this did not make sense, but figured I would get the refund after the timeframe. I called again on 04/22/2024 and left another vm. Someone called back and said that the refund had been put in, but authorization to have it put back on my card would be a couple weeks. I waited a few weeks and still no refund, so I called and left a vm with billing. Someone called back and informed me that they were having trouble with authorizations and gave me 2 email addresses and to reference Ms. ****** to address my refund for authorization. I sent an email on 05/11/2024 and 05/14/2024 asking about authorization/refund, never received a reply. I contacted my **** insurance company on 05/17/2024 to see if they could assist in this. The **** customer rep was supportive and put me on hold after reviewing my EOB and seeing that I should get a refund. She called Quality Urgent Care and after a little while came back on phone and said she was able to reach someone who informed her they had a new refund system and was having trouble with authorizations. They told **** that they would instead mail me a check. I still have not received a check, or card refund. I emailed Quality Urgent Care again on 05/23/2024, 06/14/24 and 06/18/24 and also left another vm with billing on 05/24/2024 and 06/18/24. Got call back, she saw the notes/calls on my record about the overcharge, but no authorization from provider to refund. I am filing a complaint to get a resolution to have the provider not keep money and I should get refunded for being overcharged.
Business Response
Date: 06/20/2024
The credit was refunded yesterday and she should be able to see it on her CC within 48 hours.
Customer Answer
Date: 06/25/2024
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. Thank you. While this has now been resolved, it should not have come to months of emails, phone calls and eventually contacting BBB to help receive my refund.

Regards,

***********************
Initial Complaint
Date:05/28/2024
Type:Product 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.
On 5/10/2021 I went to quality urgent care san antonio as my roommate had strep and covid. I specifically asked to be tested for strep and covid. I was taken back to an exam room and told they didn't have strep or covid tests so I had to leave and go seek testing and treatment at a different clinic. Because they walked me back to an exam room to tell me that they didn't have any tests, I had to pay a facility fee. They told me in 2021 not to worry about the bill, but over the past few months they have once again billed me and are now threatening to send me to collections. I have tried to discuss this multiple times with the clinic via phone calls and emails over the past couple months, but have never gotten a response and I finally had to pay the bill as they advised it was being sent to collections. I don't like the fact that the clinic will not respond to me and work with me at all on this bill and I feel these are very fraudulent billing practices. I did not receive an exam or treatment and I feel they walked me back to the room to tell me they didn't have the tests so that they could bill me. I'd like a refund of amounts paid since they did nothing and tricked me into going back to an exam room so they could bill me.
Business Response
Date: 06/11/2024
The patient was seen and assessed by the provider. The patient requested a different type of test not the ones she is referring to on the complaint. She was also offered treatment which she refused at the time of the visit. Because she was seen by the provider and examined the insurance company determined it fell into the category of an office visit. The complaint was reviewed by the Medical Director and he decided to refund the patient which has taken place.
Customer Answer
Date: 06/18/2024
Complaint: 21768666

I am rejecting this response because: Obviously we don't agree with how the events happened at the clinic but I was willing to accept the refund and close the case. Unfortunately, the refund did not happen. I saw it processing in my account the day I got this email and it processed for several days and then disappeared. The refund was not credited to my account and my bank can't see what happened to it but if it is not in the account in the next day or two then the clinic pulled the refund. Until I see the refund in my account, I can't close the case. I would like the business to live up to their promise and give me the refund. If it does appear in my account in the next couple days I will gladly accept it and close out the case.

Regards,

*************************
Initial Complaint
Date:04/09/2024
Type:Product 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 went to Quality Urgent Care on September 27, 2023 and paid the $363.95 that was requested at time of service. Quality Urgent Care billed my insurance BlueCross BlueShield. The explanation of Benefit shows that BlueCross BlueShield paid Quality $194.38 for the service and reduced the bill by $120.99 which were discounts agreed upon between my insurance company and Quality Urgent Care. I actually only owed $48.58 for the service. My wife contacted Quality Urgent Care on November 8, 2023 and November 16, 2023 and was told by their employee ***** that they would look into this. My wife called again and was told that it takes 90 days to process refunds and I would get it in February. She called again on February 27th and was told by ****** that the refund would be sent to billing to be processed. She called again on March ********************************************************************************************************************************** ******* who she was told was in charge of billing, on 2/28/24 about the refund request. The email was sent back to my wife so my wife resent it on 3/22/24. Ms ****** did respond on the 3/23/24 and stated that she had forwarded the refund request for review and authorization. It has already been six months. There should not be anything left to review. Your request of payment for $363.95 was made at time of service on 9/27/23. I actually only owed $48.58. It should not take six months and counting to see about refunding an overpayment. Quality Urgent Care owes me the $315.37 overpayment.
Business Response
Date: 05/20/2024
We are going through the account and will process refund if any is due.
Customer Answer
Date: 05/24/2024
Complaint: 21552017

I am rejecting this response because:
I have heard this response too many times so this response is unacceptable. I have been asking Urgent Care to refund my money since November. Thats six months and plenty of time to review. It is very hard to believe that their billing department cannot process a simple refund within six months. I talked to ***** and ****** from your billing department and both stated I was due a refund. ****** stated she would submit to Ms ****** who is in charge of processing refund checks. After not getting my refund, I emailed Ms ******* She stated on March 23rd that she was submitting my refund request for review and authorization. It is now almost the end of May and still no refund or explanation. This has been reviewed. Your company is just trying to keep my overpayment of $315.37.

Regards,

*************************
Business Response
Date: 06/11/2024
Patient was refunded on 5/27/2024. The account has been closed.
Customer Answer
Date: 06/14/2024
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. However, It should not have taken six months and contacting the BBB in order to receive a refund I was owed.

Regards,

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

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