Business Profile

Urgent Care Clinic

Total Access Urgent Care, PC

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Complaints

This profile includes complaints for Total Access Urgent Care, PC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

62 total complaints in the last 3 years.
25 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:06/20/2025
Type:Service or Repair 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.
03/13/2024 05/05/24 My Credit Card was charged and cleared after ***************** paid there portion but BEFORE ******** paid their portion. Once Champ VA paid there wasn't anything owed. I am owed a REFUND by TAUC for $400.00 in Total. NO I do not want this put on my Account. I want a FULL Refund issued by check to my mailing address. They admit to owing this but have told me that payment posting has to take place and they have no idea when that will be.
Business Response
Date: 06/27/2025
We were able to review and resolve this complaint for the patient. The patient has been notified that a refund will be issued via check as requested.
Customer Answer
Date: 06/30/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution- AS LONG as they do process and mail the refund as promised by TAUC on a phone call at 2:30 PM on June 27th.

Sincerely,

****** ******
Initial Complaint
Date:06/20/2025
Type:Billing Issues
Status:
UnresolvedMore 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 04/29/2025 I visited Total Access Urgent Care located at ******************************************************************* I registered myself and my son following a car crash we were involved in on 04/28/2025.During my visit I paid $50.00/each for myself and my son, as well as for a prescription. On 06/20/2025 at 4:45 AM I received two ************ notifications that TAUC charged me $150.00 (totallying $300.00). At 9:12 AM I called ************ about the double charge. I was told the charges were pending and to contact Total Access Urgent Care to verify the charge(s). At 9:32 AM I called ************ (Total Access Urgent Care - ********, **) followed the prompts to the billing department. A female (Asian) representative stated I should have only been charged one fee of $150.00. I requested she send an email verifying that information. The female representative confirmed my gmail account and stated I would receive an email from Total Access Urgent Care. At 1:43 PM I recontacted ************ and followed the prompts to speak to an onsite representative. I explained to the representative my earlier conversation and again requested an email verifying I should have only been charged one fee of $150.00. The representative gave me the number **************. I called that number at 1:47 PM I received an automated service. I requested an itemized bill be sent to me. I contacted ************ and I was told I have to wait on the pending charge to post before I am able to dispute it.
Customer Answer
Date: 06/23/2025
I've included the invoice/bill from services on April 29, 2025. I, nor my son, have visited any TAUC since April 29, 2025. I have not received any additional bills from **** and have not authorized TAUC to access my debit card. I was not at **** on June 20, 2025. I did not authorize TAUC to access/charge my debit card on June 20, 2025.
Customer Answer
Date: 06/23/2025
On June 20, 2025, I requested TAUC to send me an itemized bill justifying the $150.00 double charge. To date, I have not received any email or invoice showing why I was charged $300.00 well over a month after receiving services.
Business Response
Date: 07/07/2025
We have attempted to reach the patient and are awaiting a response.
Customer Answer
Date: 07/08/2025
Complaint: 23497687

I have reviewed the business' response and am rejecting it because: On 07/08/2025 I received a voicemail message from Izzy (TUAC billing). I called ************ and did not receive a response. I called on 07/08/2028 and left a message, this time leaving my name and call back number.

Sincerely,

***** *****
Initial Complaint
Date:05/12/2025
Type:Sales and Advertising 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 husband, ******* John ****** received care at the Total Access Urgent Care in ********** ** on 8/11/2024 and 8/12/2024. We received accurate invoices for each service and were informed of the billing policies for making payments. Between 8/25/2024 and 2/13/2025 we made regular payments totaling $282.44, which was $25 excess of the balance due. During this time, we received little to no communication from Total Access about our current balance. At times, my husband would receive a text message with outdated information about our balance, making it difficult to know what we owed. On 3/3/25 my husband received notice from ****************** debt collector alleging we needed to make an immediate payment of $71.08 to avoid unknown repercussions to our credit. We made the payment immediately. Afterward, we tallied up our total amount paid to Total Access and realized we had incorrectly been sent to collections and had then overpaid Total Access by a total amount of $96.08. On 3/3/24, we waited for more than an hour on hold with Total Access Urgent Care's billing department and were assured we would receive a refund for this amount within a few business days (Call Ref# S3325). We never received that refund. My husband has called back on several occasions and each time has been promised the refund to our HSA card ($25) and check ($71.08). On 3/21/25, we spoke with ***** ***** who is the ******************** Representative (REF# xdt MO001-P738396). She promised to personally see that our refund was fulfilled. My husband has attempted to contact ***** directly since 3/21/25 and has been ignored. As of today, 5/12/25 we have yet to receive a refund of $25 or $71.08 totaling our full refund owed of $96.08 for overpayment of services. I have attached supporting documentation including a log of all payments, email correspondence, exports/screenshots of payments leaving my accounts, etc. Should you need additional documentation, we are happy to supply it.
Business Response
Date: 05/15/2025
The patient was contacted and resolved per patient's request.
Customer Answer
Date: 05/19/2025
We were contacted by the company, but the refund has yet to post to our account. I will mark this as resolved/accepted once I see the refund on my card. Thank you for your assistance.
Initial Complaint
Date:05/12/2025
Type:Product 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.
Medical visit on 12/4/2024. At time of visit, reception was provided updated insurance and drivers license to update their system as my last name changed. A bill was received for the visit for $706.90. This was paid in two payments $400 on 2/14/25 and $306.90 on 4/7/25. The original payment was lost in their systems and never applied to the bill, proof of the payment was provided and this was rectified (initial call on 4/14/25 speaking to *****). As part of my investigation for the payment they claimed I hadn't made, I discovered that the visit was not actually billed to my insurance. In the initial call, the *** indicated the insurance rejected the claim because TAUC did not change my last name as requested during the visit to match my insurance and ID. The claim was corrected and submitted to insurance who after processing, my EOB lists my adjusted out of pocket cost to be $259.07 resulting in me having overpaid TAUC by $447.83. After seeing no refund process or hearing any update from TAUC, I called again on 4/28/25 and eventually spoke with ******, a supervisor, who found that the payment proof hadn't been processed and ensured me that it was now resolved and I'd receive my refund in ***** hours. On 5/8/25, I'd yet to receive a refund. I contacted their billing line again and was told everyone was busy and they'd return my call within 24 hours - no call was received. I called again on 5/12/25 *********** and was told my refund was not yet processed as the ***** hours was not true (it was 3 departments @ ***** hours each - which still means they were long behind that timeline). I am now being told it could take until 5/16/25 for them to process the refund with ZERO explanation for the delays and then another 3-5 business days after that for my money to be returned to my HSA cards. The lack of communication and continued missed timelines is excessive and I have zero faith that I will see my refund on this last provided timeline.
Customer Answer
Date: 05/12/2025
Adding proof of payments
Business Response
Date: 05/27/2025
We have reached out to the patient with resolution.
Initial Complaint
Date:04/01/2025
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 Total Access Urgent Care on 2/22/25. I received an email to pay $150, which I did. Then, I received a text message saying I owe $254.94 on 3.26.25. So I called the billing department and tried to better understand the charge as I informed them I paid the original $150. Then in the mail I got a statement of the bill which had $405.21 and the total due but when I called the billing system, it says $254.94. So, last Wednesday I gave them my car number to process the payment. The payment was charged on my card today 4.1.25. When I called they say they dont see my payment but see my payment was declined yet I have proof that the payment was charged and paid. I have receipts saying I paid the $254.94. All I would like them to do is update my account so I can be done with this issue. Every time I call no one seems to know how to help me or know anything and when I asked for a supervisor I waited one hour and somehow none of them are available to help me. I got an email saying payment failed yet couple minutes after that I got emails and receipts saying thank you for your payment and my card was charged.
Business Response
Date: 04/14/2025
Patient was able to get in touch with us in which this claim was resolved.
Customer Answer
Date: 04/15/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

***** ****** ***
Initial Complaint
Date:03/27/2025
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.
On 7/15/2024, I visited the urgent care for treatment. I was charged $25 upon arrival, after review of my explanation of benefit statement I show I only owed $14.95 for my visit. Therefore I would expect a refund once the company is notified from the insurance that they charged too much for the visit. My husband also visited the urgent care on 10/2/2024, 12/11/2024, and 12/16/2024. He too was charged $25, which was an overpayment.10/2/2024 the amount he should have paid was $22.43.12/11/2024 the amount he should have paid was $0.12/16/2014 the amount he should have paid was $*********** 3/26/2025 I was reviewing my statements and determine I was overcharged and never refunded for the overpayment. I called the company and was told I had to call back in 7-10 days to determine if they could refund my card used or it would be 90 days to get a check refunded. This is a bad business process, absolutely considered stealing from their patients. The company needs to be disciplined for stealing for their patients. In normal business, if a person over pays the company promptly send a refund. Total access urgent care will only credit the patient when they call about their overpayment. This has happened to me before, and I had complained but unfortunately I made the mistake to return back to their business in hopes that have made a change, but was proven wrong.
Business Response
Date: 04/02/2025
We have attempted to reach out to the patient and are awaiting a response.
Customer Answer
Date: 04/03/2025
Complaint: 23123223

I have reviewed the business' response and am rejecting it because: I have not received a call. I need an email, as I only accept phone calls from numbers I am familiar with. ***************************

Sincerely,

***** ********
Initial Complaint
Date:03/24/2025
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 went to one clinic one time on November 26, 2024. I received a bill for $150. I gave my credit card on 12/27/24. My card was charged $150 every day for 4 days. It took me 2 days to finally get a hold of someone on December ****************************************************** Then I received a bill for $7.52 which I paid promptly on February 17th. In the mean time, they sent me a bill for the total $157.52 in hopes that I would pay them again. This company must be stopped. They will bill repeatedly hoping customers will not pay attention and pay them multiple times. They must be shut down. This is fraud. The clinic will refer you to the billing office. The billing office does not answer the phone. I have sent dozens of emails and they will not respond. Absolute complete fraud.
Business Response
Date: 03/25/2025
We have attempted to reach out to the patient and are awaiting a response. After reviewing, we do see the payments posted in question and patient does not have a balance on this particular account. We look forward to hearing back to satisfy patient's resolution.
Business Response
Date: 03/25/2025
We have attempted to reach out to the patient and are awaiting a response. After reviewing, we do see the payments posted in question and patient does not have a balance on this particular account. We look forward to hearing back to satisfy patient's resolution.
Business Response
Date: 03/25/2025
We have attempted to reach out to the patient and are awaiting a response. After reviewing, we do see the payments posted in question and patient does not have a balance on this particular account. We look forward to hearing back to satisfy patient's resolution.
Business Response
Date: 03/25/2025
We have attempted to reach out to the patient and are awaiting a response. After reviewing, we do see the payments posted in question and patient does not have a balance on this particular account. We look forward to hearing back to satisfy patient's resolution.
Business Response
Date: 03/25/2025
We have attempted to reach out to the patient and are awaiting a response. After reviewing, we do see the payments posted in question and patient does not have a balance on this particular account. We look forward to hearing back to satisfy patient's resolution.
Business Response
Date: 03/25/2025
We have attempted to reach out to the patient and are awaiting a response. After reviewing, we do see the payments posted in question and patient does not have a balance on this particular account. We look forward to hearing back to satisfy patient's resolution.
Initial Complaint
Date:03/21/2025
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.
Went to Total Access Urgent Care after car accident back in June 2024. Never received a bill, but a few months later ***************** sent me a letter regarding pass due balance and forwarded to insurance that suppposed to reimburse the expense. ***************** provided a proof of payment, but my name still listed on collector list for more than 2 months. This is very frustrating and I wont go back ther anymore!! Worse billing department and no one response to my email. Very disappointed and now my credit score ruined because of them!!!
Business Response
Date: 03/24/2025
We have reached out to the patient and are awaiting a response.
Initial Complaint
Date:03/17/2025
Type:Customer Service 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 Total Access Urgent Care on 12/16/24. **** billed my insurance company but the claims were denied because the wrong codes were submitted by TAUC. TAUC billed me for $403.18. My insurance (***) has confirmed that I should not pay this bill, they will pay it once this is resubmitted to them. They assigned reference #********* to this issue. I contacted TAUC on 3/3, talked to **** who could see that the bill was not submitted properly or in its entirely to *** and said he would have it taken care of it. As of today (3/17) *** confirmed that they have not received anything new from ****. I called TAUC customer service on 3/14 and all agents were busy so I remained on hold until I gave up. I then email **** customer service for an update, no response. I called **** customer service again today and again all agents were busy so I waited on hold for 45 minutes before I hung up. I would like TAUC to get the complete and proper information/bill codes to *** before my account there goes into overdue status.
Business Response
Date: 03/24/2025
We have rebilled this claim to the patient's insurance per their request. We have also reached out to the patient and are awaiting a response.
Customer Answer
Date: 03/25/2025
Very good, thank you. I would like to wait a few days and then confirm with UHC that they have what they need now from Total Access to properly process this claim. I received a call for Total Access yesterday stating that everything has been resubmitted to UHC. This claim can be closed once I confirm with UHC that they have what they need and TAUC confirms to me that my balance due to them is zero. Thank you. ****** *****

Customer Answer
Date: 05/10/2025
This complaint can be closed. Total Access Urgent Care has confirmed that my balance due is finally zero.
Initial Complaint
Date:03/13/2025
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.
We have 2 unauthorized charges for $120 each from January 16 and March 12. We have emailed and called multiple times with no response or resolve. Neither my husband nor I were at an Urgent Care anytime near those dates. The last visit was for my Husband ******** ********* on October 30. We request the refund of $240 immediately for the unauthorized charges.
Business Response
Date: 03/21/2025
We have attempted to reach out to the patient and are waiting to hear back.

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Total Access Urgent Care, PC is NOT a BBB Accredited Business.