ComplaintsforFast Pace Health Urgent Care Clinic

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife ********************* went for an illnesd. She asjed if they took her ins. They said zhe did. She payed the copay with her debit card. A few weeks layer they took 250 dollars out of our account without notifying het. She called and they saud they emailed her. She never received an email. Then they told her they didnt have an email for her. The ins company said they were an appeoved provider. We have not gotten any resolution to this matter.

  Business response

  08/14/2024

  Hi *****, we are sorry to hear about your issue.  We hold ourselves to a high standard of care and would appreciate the opportunity to discuss this with you directly.  We ask that you contact our patient services department at ************************************************************ or ************** to discuss your concerns.  As a covered entity, HIPAA prohibits us from discussing any protected health information (PHI, i.e. medical information) with the Better Business Bureau in the absence of a valid, HIPAA compliant,authorization.  We look forward to hearing from you.
  

• Initial Complaint

  08/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Visited on 8/3/24. Receptionist has a very nasty attitude towards customers. Acts like she doesn't want to be bothered. My cousin visited the same day as well and she said the same thing.

  Business response

  08/07/2024

  Hi ******, we are sorry to hear about your issue.  We hold ourselves to a high standard of care and would appreciate the opportunity to discuss this with you directly.  We ask that you contact our patient services department at ************************************************************ or ************** to discuss your concerns.  As a covered entity, HIPAA prohibits us from discussing any protected health information (i.e. medical information) with the Better Business Bureau in the absence of a HIPAA compliant authorization.  We look forward to hearing from you. 
  

• Initial Complaint

  07/27/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  05/03 2024 I saw nurse practitioner *********************** at the ****************** Ms ********.I then received a bill for $700.I contacted someone at the home office after repeated attempts to reach someone by phone.I informed the contact at the home office that the bill had been incorrectly submitted to my insurance as the entity Fast Pace (who was not in network) and requested that the bill be resubmitted to my insurance under the nurse practitioner, *********************** who was in network.After 2 months I received a correct bill for $65.02 which I paid in early July. After that date, I started receiving numerous phone calls daily from Fast Pace stating that the $65.02 was past due. Again I was unable to reach anyone by phone so I contacted my previous contact at the home office who assured me that he showed that the $65.02 was indeed paid . I still continue to receive phone calls daily. Please stop the phone calls and show that acct ******* has been paid in full. It seems that one hand does not know what the other hand is doing , there is no supervision or uniform training on how bills should be submitted to insurance providers and it is impossible to reach a billing agent via phone.

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I took my child into Fast Pace Medical Clinic on 4/4/24. Was told they take my insurance (BCBS). They charged me my $30 copay which is my standard for office visits and urgent care. This was a routine visit with the Nurse Practitioner; no labs or extras were necessary. I received an email on 5/2/24 stating they will charge my card for $120 (totaling $150). Received an insurance letter saying it was charged or coded as an "outpatient facility hospital" and "emergency" - which it clearly was not those. My copay for "outpatient facility" is $150. The company says that agreement is in their contract with BCBS. If their contract was such, they should have requested the $150 amount up front instead of being deceptive and charging me my office visit copay ($30) only to later charge the rest. When we go to an outpatient facility for surgery, they ask for $150 up front. If I went to an ER, they ask for $150 up front. They knew my insurance, and if they know that is what their contract is, they should have asked for the proper amount up front. In which case, I would not have used their services. This is deceptive and wrong, and there is quite a difference in $30 and $150. It's also wrong to charge and code as an outpatient hospital and emergency when it is not.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The Fast Pace Urgent Care in ***********************. Operates under the Urgent Care name in which most group insurance plans require a $25 copay. The clinic tells.you it will be $25 and insurance covers the rest They then file your claim as an outpatient ER visit in which most insurance does not cover. This should be disclosed!! This is a deceptive practice that cost people a lot of money thats totally unacceptable. If this was posted most people wouldnt use their services due to lack of being able to afford it.

  Business response

  07/22/2024

  Hi ****, we are sorry to hear about your issue.  We hold ourselves to a high standard of care and would appreciate the opportunity to discuss this with you directly.  We ask that you contact our patient services department at ************************************************************ or ************** to discuss your concerns.  As a covered entity, HIPAA prohibits us from discussing any protected health information (i.e. medical information) with the Better Business Bureau in the absence of a HIPAA compliant authorization.  We look forward to hearing from you.  

• Initial Complaint

  07/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been a patient using psychiatric services at fast pace since February 2024. I have received maybe 2 letters with billing information and an amount to be deducted from my debit card. They have you sign up to have your card deducted at random, with no set amount, no notification (as stated, very little correspondence through mail, and they state they send an email and the did not each time my card was charged). They charged $250.00 to my card yesterday without notice. I was able to get someone through text. It states I was charged after insurance processed the claim from a visit on 6/13 which was not a visit with my regular nurse practitioner, it was for an urgent care visit for an ear infection. Again, I was not sent notification through mail or email about this transaction. I did pay a $40.00 balance at urgent care to be seen on 6/13 and the next week I had someone in billing call and ask for that same payment. It was a very weird interaction and she asked me to email a receipt..I did not because it seemed off. Why couldn't you see that $40.00 transaction in your billing system? I am sad to leave my current NP that I do see but can no longer deal with this maltreatment with the billing department.

  Business response

  07/15/2024

  Hi *****, we are sorry to hear about your issue.  We hold ourselves to a high standard of care and would appreciate the opportunity to discuss this with you directly.  We ask that you contact our patient services department at ************************************************************ or ************** to discuss your concerns.  As a covered entity, HIPAA prohibits us from discussing any protected health information (i.e. medical information) with the Better Business Bureau in the absence of a HIPAA compliant authorization.  We look forward to hearing from you.  

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to Urgent Care on June 14th for sinus problems and a sore throat. They charged me 12 dollars for the copay due to me having FloridaBlue HMO. However, weeks after the appointment, they're just now trying to charge me 382 dollars. They didn't specify this during the visit, and nobody's told me anything about it afterwards. I am disabled and unemployed, I don't have 382 dollars to pay for an unknown charge on the appointment. It's ridiculous that they wait until now to try and charge me. My insurance has to cover this because I can't pay it out of pocket.

  Business response

  07/08/2024

  Hi ******, we are sorry to hear about your issue.  We hold ourselves to a high standard of care and would appreciate the opportunity to discuss this with you directly.  We ask that you contact our patient services department at ************************************************************ or ************** to discuss your concerns.  As a covered entity, HIPAA prohibits us from discussing any protected health information (i.e. medical information) with the Better Business Bureau in the absence of a HIPAA compliant authorization.  We look forward to hearing from you.  

  Customer response

  07/12/2024

   
  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

  06/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a charge on my account for the amount of $125, I never received a bill, and I have no idea why I was charged for this amount, I spent 20 minutes on the phone on hold, when the representative answered, I was given a passive aggressive attitude in regard to my concerns with this matter. I was informed that the bill was from 90 days ago, and I should have been sent an email with the billing information attached. I did not. I asked to speak to a supervisor and was told there was no ETA for a follow with that supervisor.

  Business response

  07/01/2024

  Hi ******, we are sorry to hear about your issue.  We hold ourselves to a high standard of care and would appreciate the opportunity to discuss this with you directly.  We ask that you contact our patient services department at ************************************************************ or ************** to discuss your concerns.  As a covered entity, HIPAA prohibits us from discussing any protected health information (i.e. medical information) with the Better Business Bureau in the absence of a HIPAA compliant authorization.  We look forward to hearing from you.  

  Customer response

  07/22/2024

  I have not received any contact from them. 

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I VISITED FAST PACED URGENT CARE LOCATED IN ********** ON FRIDAY 6/20/2024 APPR. 5:35 PM. THE PEOPLE WERE NICE BUT NOT KNOWLEDGEABLE. MY PRIMARY COMPLAINT WAS I AWAKENED WITH A BLURRY RIGHT EYE. I EXPLAINED THAT TO THEM AND THE ** DID NOT WANT TO LOOK IN MY RIGHT EYE BECAUSE SHE STATED SHE WOULD NOT KNOW WHAT SHE IS LOOKING AT. I REQUESTED THEM TO CHECK MY SUGAR AND THE MACHINE ERRORED AT LEAST 3-4 TIMES. THE **** WAS NICE. THE ** SENT AN OVER THE COUNTER EYE DROP TO ******* AND THEY COULD NOT FILL IT. I WENT TO ******* COPIOUS TIMES AND CALLED THEM COPIOUS TIMES WITH NO RESOLUTION. AS A VETERAN, DISABLED VET THIS WAS THE SECOND TIME I FREQUENTED THIS ESTABLISHMENT TO RECEIVE BELOW AVERAGE SERVICE FROM THE **. I CONTACTED THEM AND INITIALLY THEY REFUSED TO LOOK ON THE FORMULATORY FOR THE PROPER EYE DROPS. I CALLED AGAIN ON MONDAY TO REQUEST THEY FAX THE SCRIPT TO THE VA AND ***** STATED SHE CAN'T DO ANYTHING ELSE. SHE GOT PAID BY THE VA AND SHE DID ABSOLUTELY NOTHING. SHE REFUSED TO EVEN LOOK IN MY RIGHT EYE. I ASKED TO SPEAK TO THE DIRECTOR'S BOSS, SOMEONE NAMES ****** WHO REALLY DIDNT CARE BECAUSE WHEN I ADVISED HER OF WHAT HAPPENED SHE ALSO STATED SHE COULD DO NOTHING. I INFORMED ************** WAS GOING TO FILE A COMPLAINT AND HER EXACT RESPONSE WAS "GREAT" DO THAT. NOW, THATS HORRIBLE CUSTOMER SERVICE. WHAT DIRECTOR RESPONDS WITH "GREAT, DO THAT" WHEN A CUSTOMER WHO IS NOT SATISFIED INFORMS THEM THEY WILL FILE A COMPLAINT, ONLY A DIRECTOR WHO IS THERE FOR THE MONEY ONLY. JUST TERRIBLE CUSTOMER SERVICE. THE VA PAID THEM FOR NOTHING. THEY ARE TERRIBLE, JUST HORRIBLE. CUSTOMER SERVICE ***** THERE, I WILL NEVER RETURN. **************** AND ****** BOTH HAVE TERRIBLE CUSTOMER SERVICE SKILLS. VERY, VERY SAD.

  Business response

  06/25/2024

  Hi **** we are sorry to hear about your issue.  We hold ourselves to a high standard of care and would appreciate the opportunity to discuss this with you directly.  We ask that you contact our patient services department at ************************************************************ or ************** to discuss your concerns.  As a covered entity, HIPAA prohibits us from discussing any protected health information (i.e. medical information) with the Better Business Bureau in the absence of a HIPAA compliant authorization.  We look forward to hearing from you.  

  Customer response

  07/22/2024

  I have not received a call or apology from the urgent care clinic or office. The were not only unprofessional, they did nothing for me. They prescribed over the counter eye drops for me and did not want to fax the prescription to the VA for me. Their response was they had done enough. Very poor customer service. Reopen claim and obtain some answers. This is just ridiculous. 
  Thank you. 

• Initial Complaint

  06/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This incident occurred at your **************, ** location on June 15, 2024.I arrived expecting a UTI based on an over-the-counter positive test. I took Fosfomycin, which my prior gynecologist had prescribed for my UTIs, but my symptoms had gotten worse.The person who escorted me to the exam room was not professional. She did not introduce herself, was not in uniform, and took notes on a sticky-note pad. When I told her why I was there, she provided a cup for a urine sample and directed me to the bathroom.After informing me that the urine sample was inconclusive, the nurse practitioner (who did not introduce themselves, either) said that a sample would be sent for culture. She promised that they would follow up in a few days with the results. She prescribed Cephalexin and Fluconazole. However, only the former prescription was sent to the pharmacy, and the pharmacist had to call back to get the latter prescription.By June 19, 2024, I was still symptomatic. I had not received any follow-up regarding my culture results. When I called Fast Pace, the receptionist said they would call be back, and they never did. I called again on June 21 and was informed by the nurse practitioner, ****, that the sample was never sent for culture due to an administrative oversight.I visited Fast Pace in person, concerned about my ongoing symptoms and the potential for creating multidrug-resistant bacteria without identifying the correct treatment. After **** consulted her manager, I was informed that I would need to pay for another consultation and the culture test. The manager did not offer any solution or compensation for Fast Paces error.I feel that my health could have been compromised due to the attending nurse's errors and your staff's handling of my situation thereafter. I am extremely disappointed with the service I received and the way my case was handled. I request a resolution to this matter, including a refund for the initial consultation ($150.00).

  Business response

  06/24/2024

  Hi *********, we are sorry to hear about your issue.  We hold ourselves to a high standard of care and would appreciate the opportunity to discuss this with you directly.  We ask that you contact our patient services department at ************************************************************ or ************** to discuss your concerns.  As a covered entity, HIPAA prohibits us from discussing any protected health information (i.e. medical information) with the Better Business Bureau in the absence of a HIPAA compliant authorization.  We look forward to hearing from you.  

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