Complaints

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:06/14/2023

  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.

  I went to Southstar Urgent Care in Gramercy, LA for a rash from an allergic reaction. The person at the front desk took my insurance information and a $60 copay. I signed a form stating they could take $150 from my account if insurance didn't cover the cost and that they would contact me before taking the money from my account. I got a bill for over $326.56 and after calling, their billing department said they used the wrong insurance information and would reprocess it and for me to throw away that bill. They said if there was anything left owed that they would send me a new bill for that amount. June 2, 2023 Southstar urgent care took $150 out of my account without contacting me first as they said they would in the form I signed. Stated clearly on their website it says if you do not have insurance the total visit would cost $175. As of 6/2/23 they have taken $210 out of my account. I spoke with another billing representative that told me I still owe them $116.56 for the same visit that cost someone without insurance $175. I was told its my fault for having insurance that I have to pay $326.56 for the same service that someone without insurance has to pay $175. I want a refund for the amount that I have paid over $175 which is $35 and my balance to $0.00

  Business Response

  Date: 06/21/2023

  Someone from our billing department will reach out in an attempt to resolve this concern. If you continue to have issues please reach out to  s**************@gosouthstar.com. Thank you. 

  Customer Answer

  Date: 06/26/2023

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20179722, and find that this resolution is still pending. The business has refunded the $150 they took out of my account and has resubmitted the bill to my insurance for a third time.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:03/31/2023

  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.

  Took my wife to urgent care today because she was struggling to breath. She does have asthma but not severe to a point where she cannot breath. They listened to her lungs and said she sounded clear it was allergies and gave script for steroids. No other tests. Later that evening I took her to the emergency room and the Dr. listened to her lungs and stated she had pneumonia just from listening. He ordered x-rays to confirm and they were positive. There have been other occasions where we have visited and they said nothing was wrong and we wound up in the ER. This time I would like my $75 co pay refunded!

  Business Response

  Date: 04/19/2023

  We take your privacy very seriously and would like to look into this further. Please reach out to us at [email protected]. Thank you. 

• Initial Complaint

  Date:03/28/2023

  Type:Billing 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 was seen in the urgent care at the end of February. On March 24, the business charged my card over 140.00. I went in and requested all paperwork that I signed. Nowhere on the paperwork does it state that my card would be kept on file or charged randomly. The headache with the bank, missing funds, reporting to applicable agencies is exhausting.

  Business Response

  Date: 04/10/2023

  Someone from our billing department will look into this and contact you. If you are unable to connect with anyone in our billing department please reach out to [email protected] and I will ensure you get follow up. 

• Initial Complaint

  Date:02/23/2023

  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.

  I visited South Star Urgent Care in Monroe, LA on 2/10/2023. The receptionist charged my Flexible Spending Card the $35 co-pay and also informed me that she needed to put a "hold" for $150.00 on my card despite the fact that I had insurance, which I think is unethical. Nevertheless, the "hold" on my card actually turned out to be an actual charge. I contacted the facility and was told there is nothing they can do, so I to call their 3rd party billing partner, Melennia. After 3 calls so far, this is has not been resolved. To make matters worse, when I received my bill, they applied the $35 but not my $150 that they took without my authorization. This is the absolute worst experience that I have had with a healthcare provider...taking $150 without my authorization and then giving me nothing but the run around. I have spent hours of my time so far and expect my $150 back and compensation for my time wasted on this matter.

  Business Response

  Date: 02/23/2023

  Someone from the billing team will reach out to Mr. J**** directly for a resolution. 

  Customer Answer

  Date: 03/04/2023

   
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19450034, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:01/17/2023

  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.

  I went to South Star Urgent care on 12/15. I received a bill for 205.96 dollars. Total price was 474.22.
  I’ve been to this urgent care at another location and didn’t receive a bill. It was a similar diagnosis. Didn’t receive a bill in the mail. Only got a text message showing a balance. Called the number from the text message and all the girl could tell was that the prices went up. Either she didn’t know her job or this company is trying to pull the wool over my eyes.

  Business Response

  Date: 02/13/2023

  We will follow-up with patient directly to discuss billing concerns. 

  Customer Answer

  Date: 02/13/2023

  
  
  Complaint: 18821356
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******** **********