ComplaintsforCareNow

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I went to the Care Now in ******** on 01.01.24 and waited 1.5 hour to see the Doctor- ****************************** I came in for Laryngitis and a sinus infection. After explaining my symptoms, he gave me an exam ( which he never looked up my nose) He then preceded to tell me it was a Respiratory infection and that I needed fluids and rest, I asked him for an antibiotic and a steroid shot which he states that it is viral and he didn't recommend that. He finally stated that he would give me the antibiotic. - Update, the antibiotic was not called in until 01.02.24. I called on 01.02.23 and 01.03.24 and left a message for ************************* ( manager ) to call me back and I never received a call- On Saturday, January 6 I had to go to my primary doctor and was diagnosed with a sinus infection and received an antibiotic and a steroid shot. Because of my Insurance, I had to pay for another visit at my primary care office. I am very disappointed in the care that I received at Care Now and I feel that I should receive a refund for the $75.00 I paid and also I should have all remaining balances written off. This is a terrible facility and the care they give is unacceptable. I have also filed a complaint with my ***************** aganist the facility and the **************. Thank you, *******

  Business response

  02/21/2024

  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 apologize for the delay of receiving and reviewing these concerns. We will attempt to complete our review and respond within (21) twenty-one business days. The patient can also contact us directly at ******************************************************* during this process. 

  Business response

  02/26/2024

  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 apologize for the delay of receiving and reviewing these concerns. We will attempt to complete our review and respond within (21) twenty-one business days. The patient can also contact us directly at ******************************************************* during this process. 

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 2nd I went into "CareNow Urgent ***************" at *********************************************************** to see a doctor about getting mediucation because I had a cold/flu and was having trouble breathing. I paid $180 because I do not have insurance. The doctor then ignored me, squeezed my legs and said it wasn't a cold/flu. He hooked up an EKG, said it was a heart attack, and said he was calling an ambulance. I specifically said not to call the ambulance because I had a ride and I didn't have insurance. He called the ambulance anyway. They took my $180 which took months to save up and then "passed the buck" as it were. By the way at the hospital the cardiologist said it wasn't a heart attack, my heart was swollen because of RSV, which is why I went to CareNow in the first place to get medication for.This CareNow DID NOT listen to my health complaints.This CareNow DID NOT repect my wishes.This CareNow DID NOT offer any sort of advice/solution.This CareNow DID steal my money and then kicked me out.

  Customer response

  01/10/2024

  The cost was $160, not $180

  Business response

  02/02/2024

  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 will attempt to complete our review and respond within (21) twenty-one business days. The patient can also contact us directly at ******************************************************* during this process. Thank you
  

  Customer response

  02/02/2024

  I am rejecting this response because I received no care at the facility, I was just sent away to the hospital on an ambulance I did not request. I told the doctor not to call the ambulance as I had a ride, and now I am out over 900 dollars for the ambulance because the "doctor" did not respect my decision.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today I contacted Care Now on ******** in ***********, *****. I filled out my paperwork online with pictures of my insurance and drivers license information. I also reserved a check in time of ****. I arrived at the clinic at ****. I called the clinic and asked if I was on the list because when I clicked finished it showed not completed. The lady who answered the phone stated I was on the list and just to wait and I'll receive a text when it's my turn to come in. After waiting over 3 hours I called back to find out why I haven't been called and they were getting ready to close in 15 min. The radiologist answered the phone and after finding my name on the list she found the front desk clerk. ****** came to the phone and nonchalantly said, "oh, we didn't call you because we won't be able to see you. We are to busy and still have people waiting". I asked her, "were yall not going to call me"? I proceeded to ask her for the office managers name. This was extremely unprofessional to leave a sick person like this and to not *********** in the world! I'm a nurse and there were many of days that I didn't get off until the last patient was seen and satisfied with their care!

  Business response

  01/09/2024

  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 will attempt to complete our review and respond within (21) twenty-one business days. The patient can also contact us directly at ******************************************************* during this process. 

• Initial Complaint

  12/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I checked in online on 7/28 before going to CareNow in ********* (******* ********** I received an email stating "you have been successfully checked in at our ******* clinic! We will notify you when it's time to come in".I never received the stated notice. I headed over to the clinic anyway. When I got there, the lady told me it'd be a long time. I told her, "thanks, but I will come back another day if I am still ill."That was it. End of the story. I was NOT checked in and I did NOT get care at "CareNow".I received a bill (statement date 8/4; invoice number ********; account number ******** for "********************** services" in the amount of $194.I called their ******** Services" number on 8/14 and spoke to April. She acknowledged that there was no medical record for me that day and that there was a mistake. She also said that this is a problem with their system and that this happens. She said she'd put a ticket in to have it resolved (ticket #*******).I received the same bill on 9/3.And again on 10/3.And again on 11/2.I called ******** Services" again on 11/10. I was told that she would put a ticket in (again) and that it would take 30 BUSINESS DAYS for them to make "a decision" on if I would have to pay or not (FOR A SERVICE THAT DID NOT HAPPEN).I received the bill again on 12/2.And then, the thing that I knew would come eventually: HCA sent my account to a debt collector (Medicredit) and I received a notice from them a few days ago to collect payment. CareNow/HCA is attempting to ruin me over something that never happened! I have never missed a payment in my life and I do not appreciate being extorted for money ($194). I understand mistakes happen in systems, but to have no route to resolve it is criminal.

  Business response

  01/09/2024

  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 will attempt to complete our review and respond within (21) twenty-one business days. The patient can also contact us directly at ******************************************************* during this process. 

  Business response

  01/15/2024

  Good Morning: This is to confirm that we have reconciled the patient account, removed any collection notifications and there is no balance due on the account. Thank you. Customer Service ***** **************** ******************************************* Care

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

  Customer response

  01/20/2024

  The business has not stated how they will update their systems/process to avoid this from happening to others (or myself) in the future. But I can't waste any more time on this.

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  CareNow-Bountiful provides bad Quality of Care and no transparency on billing. I called before going there and asked if they have a doctor (I meant a MD) and how much they would charge. The reception said yes and told me that the fee would be $40 since I have insurance with *****. At the clinic check-in, they charged me $40. I got to see a physician assistant who looked at my symptoms and was unable to diagnose. The doctor talked to me for at most **** mins, mostly saying he does not know and went in and out to do some research and came back and told me he does not know. He suggested that I go see a different doctor, either a family doctor or a dermatologist. Basically, this is a visit with no useful information. I benefited nothing from their so-called "medical services. The bill is $326, my insurance covers $146 and the remaining $180 is my responsibility. Since I already paid $40 on the day of visit, so I still need to pay $140. I disputed the bill to their billing department, but a few weeks later, they wrote a letter telling me they did a thorough investigation and insist the same billing. I received no communication from them during their so-called thorough investigation. Basically, **** mins of useless talk from a physician assistant worth $326? Again, Physical Assistants are not doctors. It is a trap that the reception misrepresented they have a doctor and it only costs $40 with my insurance. I would not go there if they told me all they have is a PA. Otherwise, why would I call them in advance during their business hours and asked if they have a doctor before I visit the clinic? As a comparison, three days later, I went to see a dermatologist (not referred by CareNow, I found the doctor myself) where the dermatologist gave me very useful information, clear diagnosis and I talked to him for about ***** mins getting all my questions answered. The office visit for dermatologist is less than $150.

  Business response

  12/19/2023

  Thank you for allowing us the opportunity to respond to the consumers concerns. We take all comments seriously and have completed our review(s)
  
  The patient had previously filed a complaint regarding an invoice received. The concern was reviewed,  and correspondence was sent to the patient with the findings and outcome from our ********************* Team.   The Patient also filed a request for a second review of his concern, which we have also completed.  A follow up correspondence was sent directly to the patient.   
  Thank you,
  *******************************************************

  Customer response

  12/22/2023

  I am rejecting this response because:  In their two response letters they mailed to me (attached), they insisted the same billing without providing any explanations or itemized bill to justify their determination. For examples, their office notes of what kind of professional medical advice they gave me to justify their billing? the length of time of my visit to justify their billing? They never contacted me during their so-called investigation, they never answered my inquires posted on their ****** review. For example, they never responded to my inquires about their fraudulent statement or misrepresentation given by their reception over the phone before I visit . Their response was: unfortunately, this is how much you need to pay. 

• Initial Complaint

  12/04/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I went to the CareNow at **** ******** in ******** on 11/9/2023. was having arm pain and my heart was racing. When I told them I was self-pay, they said I was Tier 1 and charged me $180. While there I received an exam and was given a flu test, covid test, and an ***. They decided I should go to the *** On my way out I was told the *** brought me up to a Tier 2 ($235). So I paid them the difference of $55. I have now received another bill for $115. After calling billing I was informed I was a Tier 3 ($350) and the difference is $115. She told me the difference in Tiers could be found on the website. I found them and I did not receive any of these procedures. I did get an *** which is listed as Tier 2. Which is also what I was told as I left and I promptly paid. Billing has said they cannot change the Tier that I was assigned after I left and paid in full They said they cant make any changes at all. She also could not tell me what procedure or test performed would have bumped me up to Tier 3. So there has been zero explanation of this additional charge. My records and the notes on my visit do not reflect any of the items listed for Tier 3. I called the local clinic who said they cant make any changes and said to call billing. But billing already told me they cant do it. It is very unethical to add charges with no explanation and that can not be defended with proof of additional services. All the records reflect a Tier 2 visit, the front desk told us we were Tier 2 when we left, and the website says the services we received were on the Tier 2 level.

  Business response

  01/09/2024

  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 will attempt to complete our review and respond within (21) twenty-one business days. The patient can also contact us directly at ******************************************************* during this process. 

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I fell on my front porch in Feb 2023 and broke a rib. Saw ********************** at Care Now. I pay for Aflac coverage to help reimburse some of my medical costs. I have had coverage with them for 7 years. So sfter I healed from my rib injury, I filed against my disability policy, to reimburse me for the period of time I was unable to work. Which was 2-15-23 thru 3-28-23. I am self emoyed. So I do not need a work release. I just need my insurance paper completed by them (with information they already have in their system from my initial appt). Since my appt. ********************** has retired. They currently have, what they call ****************. They are refusing to complete my document that I need to submit to Aflac, unless I go thru a new appointment and all new x-rays. Which I cannot afford, nor do I need. My rib is healed. I just need my paper filled out with the information they already have from my initial appt. IT IS JUST A VERIFICATION FORM. IT IS NOT A RELEASE FOR WORK. This is putting me into a financial bind as well as costing me time away from work. I asked the office manager *********************************, for her superiors contact information, and she refused to give me the information. Only that the area managers last name is *********, and that she would have them contact me. Well I have not been contacted by this ********* person, nor has my situation been resolved. I want some resolution. As well as Contacted by a Care Now area manager. I have been paying alot of money over the years for my Aflac policies. I have every right to use them and have my current medical info in my Care Now file released by these Care Now physicians. Retired or not. A Doctors retirement does not release them from responsibility. And their current contact info for corporate or headquarter offices, in my opinion, should be displayed. But they definitely should not be refusing that information to patients. Please help me with this situation. Thank you ***********************

  Customer response

  10/27/2023

  I m trying to electronically sign the hippa release. It will not let me insert any info on the authorization page. Please assist.

  Customer response

  11/08/2023

  signed wavier
  

  Business response

  11/13/2023

  Thank you for the opportunity to discuss this with the consumer.  Our Dallas ********** Leadership team has contacted the complainant to discuss her concerns and initiated resolution steps to assist her with the paperwork mentioned.  Thank you : *******************************************************

• Initial Complaint

  09/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This was the single worst Urgent Care visit I have ever had at the Care Now in ******, ** on July 26th. I was traveling to ***** on a trip and had a UTI so I called at 8am to make an appointment at the ****** location for 1pm. I arrived at 1pm and sat in a nearly empty waiting room with 3 other people for 3 hours. One man even left because he was done waiting. They charged me $180 before I even got in to see anyone. I went up to the desk to inquire what was going on because none of us had been helped and nobody had even gone in or out of the back and they said they are busy. I went in for a UTI and went in having to pee since I knew I would have to give a urine sample. After an hour of waiting, I asked if I could at least pee in the cup because I couldn't hold it any longer, which they obliged. When I went in the back I expected to see or hear people working but everyone was just lounging around and didn't seem busy at all, I didn't see a single door closed or patient in the back. I went back to the waiting room and waited for another hour and a half when they finally called me and I saw the doctor she told me to go pee in a cup which I told her I already had and she was surprised, it was just sitting there and nobody had tested it yet. So I waited another half hour for them to test it and they didn't find traces of a UTI so they said they would send it to a lab. It is now two weeks later and they finally called me to tell me that they had LOST my urine sample and it never made it to the lab. What an utter waste of my time and $180. Now today, Sept. 7, a month after my visit, I just got a bill in the mail. The bill is strange, it says under total charges: $763 and it says patient payments: $693 and it says I owe $70. I have not been charged $693 thank goodness, but I am confused why I would owe $70 for them doing literally NOTHING for me, I have already paid $180 on July 26th and I want that money back. I do not was this bill to be sent to creditors either.

  Business response

  09/11/2023

  Thank you for allowing us the opportunity to respond to the consumers concerns. We take all comments seriously, have documented her concern through our website that she sent to us previously,  and are in the process of investigating.  We will attempt to complete our review and respond within (21) twenty-one business days. The patient can also contact us directly at ******************************************************* during this process. 

• Initial Complaint

  08/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 8/28/2023, I called to see about getting a *** Physicial and was informed that they were too busy and I could come in the morning. I was instructed to join the waitlist first thing in 8/29. On 8/29, I logged in their website and joined the waitlist at approximately 7:15am. I completed their online screener. At approximately 8:10am I was called by CareNow office and told I could come inside to be seen. I went in and completed additional paperwork, prepaid for service ($100.00) and then waited for almost an hour while watching others that checked in after me be called back. As walk-ins were being called to come in for their time, I notified the front desk that I could no longer wait to be seen due to being a teacher and having to get to school to teach my classes. I asked if I could come back later and she said it would be fine. I returned later that evening around 7:20pm (as I had a required school event to attend). Around 7:35 I was called back and was told Id have to return the following day, they were no longer seeing patients. During this time, I observed them working to see one lady for a health issues and assist checking in another walk-in behind me for an injury to his finger. They handed my paperwork that was completed from the AM and asked me to leave. Never offered a refund.

  Business response

  09/05/2023

  Thank you for the opportunity to review the consumers concern. We take all comments seriously and appreciate you letting us know about his experience.
  
  We will forward this information to the ******************** Team for review. The *** addresses all patient concerns with providers and staff:  they will respond directly to the Patient  by mail with the findings and outcome.

   

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

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 3rd 2023 I went to a care now urgent care facility in ******* **. I asked before going by calling on the phone if I could pay via self pay. I paid for all my services upfront so there was no way an extra balance was due on my bill. A month later I received a phone call that I did not pay and owed a debt to care now and they had sent it to a debt collection agency. The whole experience was unethical. As well as I witnessed an lvn on staff and a pheblotimist violate healthcare vows to give a patient good care. I watched a lvn illegally ask me for my vitals without taking them herself! She continued to make up my height, weight, and bloodpressure, without actually doing any of the procedures to take accurate vitals herself even though the machine was right in front of her. I watched a phlebotomist not *** gloves or use any PPE equipement for a blood draw and not lay my arm down on a flat surface. She **** my blood halfway hanging off a table. She then continued to draw blood twice unsuccessfully in that matter.

  Business response

  09/07/2023

  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 will attempt to complete our review and respond within (21) twenty-one business days. The patient can also contact us directly at ******************************************************* during this process. 

  Business response

  09/11/2023

  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 will attempt to complete our review and respond within (21) twenty-one business days. The patient can also contact us directly at ******************************************************* during this process. 

*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. ↩