ComplaintsforCareNow

Urgent Care Clinic

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Initial Complaint
10/21/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On July 28th, I, ***** ******, went to the CareNow Urgent Center in *******, ******, *****. I have international insurance thats part of the ********************** network, but the CareNow providers refused to process my insurance through them. Instead, they made me pay for the service upfront in cash and told me I had to request reimbursement through my travel insurance. It felt like a way for them to get paid faster, as I was forced to use my debit card instead of them filing the claim through ********** Blue ********* make things worse, they didnt provide me with an itemized statement at the time of my visit. The front desk attendant, who was incredibly rude, just gave me a ***** number to call and request the statement. Since then, Ive called over five times, and each time they claim theyve mailed it, but its supposed to take about 15 working days because they send it by non-registered mail. Thats ridiculous, especially since I live in ***** and it shouldve arrived by now. But no matter how many times Ive tried, it never shows up in my mailbox. They also refuse to send it digitally, which seems really odd.The issue is that my insurance only allows reimbursement claims within 90 days of the service, and Im running out of time. Ive tried everything to get this itemized statement from CareNow, but they keep failing to deliver it. I need the statement immediately so I can file my claim.
Customer response
10/23/2024
Hello, Attached is the requested privacy form.
Business response
10/25/2024
Thank you for the opportunity to address the consumer's concerns. Please note that we have forwarded this issue to the ********************** Leadership Team to assist in providing the information requested by the patient. Please have the PT reach out to us directly if we may be of further assistance after Central Billing responds to the request.
Thank You
HCA Urgent ******************************************** Team
*************************************************************************************************************
Initial Complaint
09/19/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
Overcharged at check in on 8/30. Registration desk stated I had not met my insurance deductible for the year, when I have. Showed the agent my account with my insurance company online stating that I had met my deductible. Charged me $195.20 at check in when I would only be responsible for 20% of the final charges. Also had to sign agreement that they could charge my card at any time in the future for any additional costs. Received explanation of benefits on 9/19 stating that I was only responsible for $40.20 for the urgent care visit. Contacted CareNow's billing department and they showed that a refund had been initiated and that I would be mailed a check. I asked that instead of mailing a check to have the amount refunded to the card that I used at check in. I was told they could do that, but it would take 3-4 weeks to process the credit card refund. I find this totally unacceptable. I can promise you that if my explanation of benefits came back saying I owed additional fees, they would have already billed my card for the amount due. There is no reason that a refund to the card that was used at check in should take 3-4 weeks to process.
Business response
09/25/2024
Good Morning:
Thank you for the opportunity to review the consumer's concerns. We take all comments seriously, and will review this as quickly as possible. Our team has forwarded this to the Leadership of the *************** Office to expediate and review. We will contact the patient directly when the investigation is complete.
Thank you
HCA Urgent ******************************* Team
*************************************************************************************************************
Initial Complaint
09/09/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On May 2, 2024, I was seen at CareNow urgent care in **********, **. Invoice number ******** and billed for numerous procedures. After no relief or improvement of my condition and seeing a different provider days later, I found out that I was misdiagnosed and treated with the wrong medication and injections. The medical team sent me to their ER across the street stating it was an emergency and I did not need the exam. This has costs me at least a thousand dollars. I want care now to refund all copayments made $180 and waive the $100 bill they just sent me on account ********. It is irresponsible and unethical to inject the wrong medication based on the incorrect diagnosis and still expect to collect payment for a medical error. I want an itemized bill mailed to my home
Business response
09/16/2024
Good Morning:
Thank you for allowing us the opportunity to review the consumer's concerns. We will forward the request(s) to the Medical ***************** team to investigate the patient statements in detail. We will correspond with the patient directly with the findings and outcome. Please have the patient contact us directly at : ******************************************************* with any additional questions during this process.
Thank You
Business response
09/19/2024
Good Morning: Please note we have concluded our review of the consumer's concerns and corresponded directly with him in writing and have completed his requested actions . Please have the PT reach out to us directly if he needs any additional assistance.
Thank ************************************************* Team
HCA ******************** Care Corporate office
Initial Complaint
08/18/2024
Complaint Type:
Delivery Issues
Status:
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.
date of service 02/26/2024 Care now clinic in ********* Provider ******************* I have been calling the billing **** about this date of service and 02/28/2024 since 06/21/2024.My insurance called the billing **** about the above dates of service including 05/22/2024. The refund check was processed quickly for 05/22/2024. The other dates of services 02/26/2024- and 02/28/2024 last time I called the billing **** 2 weeks ago nothing has been done. I spoke to *** she said a request was submitted 2 weeks prior and the accounts have not been worked. I called 2 weeks ago she said allow 2 weeks for coding review. Still waiting. date of service 02/26/2024 my insurance denied claim. CPT code ***** was used. Per my insurance that is the wrong code, and I had a injection need a 25 modifier. Correct cpt code ********. And the corrected claim has not been resubmitted back to my insurance. I have been due refund on 02/26/2024 and 02/28/2024. Date of service 02/28/2024 denied for timely filing. I am due a refund $50.00 for both dates of service. Nothing is getting resolved. This provider is entering the wrong codes for all 3 dates of service. United Healthcare said this is fraudulent billing. Entering ***** for higher reimbursement payment. UHC denied every claim. Then sending me bills to paying additional $25.00. This clinic is violating the No Surprises act. As of January 1, 2022. I have been balance billed and I called my insurance. Get your c*** together. If the clinic is doing this to me and I know they are doing this to other patients.
Business response
08/20/2024
Good Morning:
Thank you for the opportunity to review the consumer's billing concerns regarding her account. We have escalated this review to the ********************** Leadership Team requesting a review and outcome as soon as possible. We will update the patient as soon as we have an outcome regarding the investigation. Thank you
CareNow **************** Team
HCA ******************** care Corporate Office
**********, *******;

Business response
08/28/2024
Good Afternoon:
We are updating the status of this consumer's concern. Please note our Billing Leadership Team has reviewed the account and has refiled/corrected the claim which will result in a refund to the patient.
Please have the PT reach out to us directly if we may be of further assistance.
Thank you,
CareNow Urgent ********************* Team
Corporate Office
**********, **
Initial Complaint
07/17/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On the afternoon of May 4, 2024, I went to carenow urgent in ******* because my eyes were swollen. I showed the front desk my symptoms and asked if your clinic could treat the eyes, and I received a reply that we could treat the eyes. And then I paid $180. But when I went into the consultation room it took only *************************************** that they couldn't treat my eye and that you needed to go to the hospital. They didn't do anything for me and they charged me $180.
Business response
07/22/2024
Thank you for allowing us the opportunity to respond to the consumers concerns. We take all comments seriously and are in the process of investigating. The case has been forwarded the the Area Market Leadership for investigation.
We will attempt to complete our review and respond directly to the consumer within (21) twenty-one business days. The patient can also contact us directly at :CareNowCustomerService@HCAHealthcare.during this process.
Thank you again,
CareNow ******************************************************************************* *****
Initial Complaint
07/08/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I was out of town on 12-22-23 and got sick. I stopped at your CareNow clinic in *****, ***** right outside of *********** for treatment. I was informed that the clinic did not have the ability to do blood work, even though it was classified as an urgent care clinic. The physician stated that she wanted me to go to the emergency room. I informed her I was from out of town and was on our way home and would go to the emergency room when I returned home that day since I had my husband and dog with me. I had no where to leave my dog if I went straight to the *** Since I was not going straight to the ** from the CareNow clinic, the physician stated that she did not want to prescribe any medication since she felt would prevent me going to the *** I would have never stopped at an urgent care clinic if I knew they did not have the ability to complete blood work to be able to find out what was wrong with me and provide treatment. I informed the front desk that I did not have my deductible met on my insurance and the receptionist looked up my insurance and told me my part would be the $153 since my deductible was not met. After I returned home, I got an additional bill for $233.55. I want to file a complaint since I was informed my amount due for the visit was the $153 and because I was not able to receive treatment because of the inability to complete blood work and the physician refusing to prescribe medication for my symptoms because she felt that if I received medication, I would not go to the emergency room as she was recommending. I had informed her I would go as soon as I returned home so I would have somewhere to put my dog. I shouldnt have to pay the additional amount billed since I was told my part was the $153, which I paid at the time of the service. I sent an email and requested an itemized bill. I never got a response to my email and never got an itemized bill. I did make a $20 payment towards the $153 before I contacted them to contest the charge.
Business response
08/22/2024
Good Afternoon:
We are updating our file to confirm we have corresponded directly with the consumer on August 19, 2024 regarding their concerns.
Thank you for the opportunity to respond to the patient. Please have them reach out to us directly at : ****************************************************** if we may ne of further assistance.
Respectfully,
CareNow **************** team
Corporate Office, *********
Business response
08/28/2024
Good Afternoon:
We are updating our file to confirm we have corresponded directly with the consumer on August 19, 2024 regarding their concerns.
Thank you for the opportunity to respond to the patient. Please have them reach out to us directly at : ****************************************************** if we may ne of further assistance.
Respectfully,
CareNow **************** team
Corporate Office, *********
Business response
08/28/2024
Good Afternoon:
We are updating our file to confirm we have corresponded directly with the consumer on August 19, 2024 regarding their concerns.
Thank you for the opportunity to respond to the patient. Please have them reach out to us directly at : ****************************************************** if we may ne of further assistance.
Respectfully,
CareNow **************** team
Corporate Office, *********
Initial Complaint
06/25/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This location asked me to scan a ** code and stated that was how I would check in. After scanning the ** code it brought up what it wanted me to fill out, so I did. Then the lady behind the counter asked me if I signed in and I said yes. I showed her and she said, "Oh that's not us". I told her the ** code she showed me to scan was what I scanned per her instructions. I asked that she go and talk to someone because it asked for my CC information. She came back a few minutes later and stated I would have to call my ********** and that she couldn't do anything about it. She then said "This is not the first time this has happened" and she removed the sign to take it to the back. Long story short this was done on a Friday and I have no other cards. My CC said it would take 7-10 business days to receive my new card and it took exactly 10 days. I had to go in and change all of the businesses I had tied to that card and it was a nightmare. When I received the bill in the mail for $44.60 I called and spoke to a woman named ****** on 5/30/24 and she said someone would get back to me no later than 2 weeks. I asked for all of the trouble that it put me through that I believed I should not have to pay the $44.60. Here we are almost 4 weeks later and I received a response letter in the mail stating they would not be giving me an adjustment. All I asked for was the $44.60, not the $50 I paid. Now looking back I should have said I want a full refund, but I'm not that type of person. I just wanted them to compensate me for all that I had to go through.
Business response
07/18/2024

Good Morning:
Thank you for allowing us the opportunity to respond to the consumers concerns. We take all comments seriously and are in the process of investigating. The case has been forwarded the the Area Market Leadership for investigation.
We will attempt to complete our review and respond directly to the consumer within (21) twenty-one business days. The patient can also contact us directly at ************************************************************ this process.
Thank you again,
CareNow **************** Team
Urgent Care Corporate Office, **********, *****

Customer response
07/18/2024
I am rejecting this response because I was ignored by the lady I first contacted. She told me someone would return my call in ***** hours, which never happened. It wasnt til two weeks later that they sent me a response stating their employee did nothing wrong and they were sticking by their decision. The girl in the clicnic specifically told mysel and my girlfriend that it has happened once before so they removed the ** code and out it in back. Meanwhile I had to go without using my card until I recieved a new one which was 10 days later. I havd no faith that they will respond.

I'm not asking for anything more than the $44.60 for the inconvenience. With also having no use of my card I also had to call everyone I have on autopay and hange all of that too. What a pain!
Business response
08/22/2024
Good Afternoon:
Thank you for the opportunity to respond the to consumer's concerns. please note we have corresponded directly on July 23, 2024 with the patient regarding the findings and outcome of our investigation.
Please have the patient reach out to us directly if we may be of further assistance: ************************************************************************
Thank you
Customer response
09/24/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
06/21/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 3/19/2024, my spouse ****************************** was seen at an urgent care. We paid a one-time payment of $97.66. (Screenshot of receipt included) Some weeks later, we received a notice that we had a bill of $245.49, statement on 4/10/2024, with a due date of 5/10/2024. We had all intentions to pay this bill before the due date.4/26/2024, a debit of $180 was taken from my card used for the one-time payment to the clinic. This transaction was not pre-authorized by me and at the time, overdrawn my account causing a $34 fee from the bank. The address and phone number associated with the transaction were not in any relation to the clinic we had used or information on the bill, so I called my bank to flag the transaction as fraudulent. Some days later, I called to pay the balance to CareNow, and instead of $245.49, my new balance was $65.49, I asked to speak to a supervisor and asked for an explanation of how $180 was paid when it was the first time I called. I was told that I signed a consent for the billing department to withdraw funds for any future bills automatically, which I could not find any receipt of this agreement. I called the bank and asked them to close the fraud dispute. I then paid the $65.49 to Urgent Care and was told as of 5/26/2024 that I now owed the full amount of $245.49 & that my funds had been fully refunded to my account, for some reason that has yet to be explained. Problem is that card was closed out the day I reported to my bank back in April. I had asked to be refunded to a new account or new card and was declined by the medical company. As of today, neither the bank nor the medical company can account for where the funds are at and I am still being billed for the $180. I was refusing to pay an additional $180 until my funds are fully returned to me.
Business response
06/28/2024
Thank you for allowing us the opportunity to respond to the consumers concerns. We take all comments seriously and are in the process of investigating. We have also submitted this concern to the Billing Leadership Team for review. We will attempt to complete our review and respond within (21) twenty-one business days. Please have the patient contact us directly at CareNow ********************************* during this process."
Customer response
06/28/2024
I am rejecting this response because:

I am following up regarding the status of this issue which was supposed to have been escalated over 2 weeks ago. I am not confident that this process is any closer to being resolved than when it first started. 21 additional business days is unacceptable while I continue to wonder where this money is at and why its taking such a long amount to time to get either to my bank or back to pay out the balance on this account.
Theres no explanation why this amount had been refunded to a card that was closed. My bank says there are zero attempts to refund any amount to the closed card.
Business response
07/01/2024
Thank you for sharing the consumer's response to us. We definitely have escalated this to the proper Leadership Team in the ********************** to determine how the charges occurred and completing a review for the refund request. Thank you for your time and patience. ******************************************************
Customer response
07/01/2024
I am rejecting this response because the escalation was supposed to have been done over 2 weeks ago.
Customer response
08/19/2024
I followed up with the company multiple times and on 8/15/2024 was told that my bill was brought to a zero balance.
Initial Complaint
06/12/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I visited the CareNow urgent care facility in *****, ***** on 6/7/24. Prior to the visit, I filled out an online check-in form and was notified the facility was ready to see me. Upon arrival, I had to wait 30 minutes before being taken to one of the rooms, despite my completion of the online check-in process and despite me being notified that the facility was ready to see **** provided my insurance information (including photos of the front and back of my insurance card), as requested, during the online check-in process. It was clear no one ran my insurance because, when I arrived, I was told i would need to pay $175 just to be seen (my deductible has been met and this is far in excess of my in-network copay, per my insurance). As I was in serious pain at this time, I paid the $175 just to get some assistance with my health concern. The woman at the front desk assured me that, if the amount she collected for my copay was incorrect, I would be reimbursed--though I was never given any information on when or from whom this reimbursement should be expected. Again, this is after she clearly made no effort to run my insurance to confirm what my copay should actually be.I received sub-par treatment. The PA who examined me told me, simply, that her recommendation was I "go see a doctor". She additionally told me what she thought might be the reason for my pain, which ended up being incorrect (and, thankfully, I did see a more qualified provider who was able to give me an accurate diagnosis and prescribe me the necessary medication).Following this visit, I reached out to HCA Healthcare (which owns CareNow) to inquire about the $175 copay issue which was a clear over-charge and to address the issue of the poor care I received at this facility. I have not received so much as acknowledgment of my inquiry thus far.
Customer response
06/13/2024
I authorize BBB to use and disclose to the business protected health information related to the BBB complaint I have filed to the extent necessary to assist in the resolution of my complaint. I also authorize BBB to use information about my experience for research on marketplace practices, which may lead to publication of aggregate and demographical data but will not result in the publication of protected health information.

I understand that:

1. This authorization to disclose or use my information for complaint resolution purposes expires upon the closing of my complaint.
2. I may revoke this authorization by giving written notice to the business and BBB.
3. If I revoke this authorization, then the BBB might not be able to proceed with its efforts to assist me in resolving my complaint.
4. My treatment, payment, insurance enrollment and eligibility for benefits are not conditioned on signing this authorization, but the information I have authorized may be necessary for BBB assistance.
5. The BBB may re-disclose the information it receives consistent with the BBB Privacy Policy, in which case HIPAA or state law may no longer protect this information.
Customer response
06/14/2024
Hello,

I sent the completed privacy form yesterday, 6/13/24, both via email and as "more information" on this complaint. Is there another way the form needs to be submitted? Under the section titled "What is the Next Step?", there is a note saying no further action is needed from me at this time. However, I have received a message about the authorization twice now (once yesterday, 6/13/24, and once today, 6/14/24).

Thank you.

Customer response
06/25/2024
Hello,

The business has been in contact with me directly and we are now working on a resolution.

Thank you.
Business response
06/27/2024
Thank you for the opportunity to review the consumer's concerns. Please note we are in the review process and will contact the patient directly. Thank you
Customer Service *************************************************** Coppell TX
Customer response
06/27/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
05/13/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I visited this Care Now location in April - before visiting I was informed the cash pay price was $180. The $180 was paid BEFORE I saw the medical professional. Due to the poor service by staff, I decided NOT to get any lab work performed/done at this location. Before leaving the clinic, I checked out and declined the lab work. A few weeks later I received a bill stating there were "insurance payments" and a request for an additional $140. I do NOT have insurance, so who paid??? I contacted their billing department on 5/1/24 - they stated they CAN see the $180 but they have to put in a ticket to correct the issue and they CONFIRMED that I was charged for lab work.
Customer response
05/14/2024
Release of Information
Business response
05/29/2024
Thank you for the opportunity to review the consumer's concerns. Upon review of the billing account, it was determined the consumer's concerns regarding the additional charges was substantiated. Please note we have submitted an adjustment request to our ********************** authorizing the balance on the account to be cleared. Addressing our patients concerns are an important component of our commitment to quality improvement. Thank you for bringing these issues to our attention. Please have the patient reach out to us directly if we may be of further assistance. Thank you CareNowCustomerService@HCA Healthcare.com
Customer response
05/29/2024
I have reviewed the business response and accept this resolution.

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