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:12/23/2024

  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.

  A new Express Wellness Urgent Care came in near us and I went in on 6/27/24 and was billed my $50.00 correct co-pay amount. I went in a second time 8/30/2024 I was billed $87.42. I inquired about the higher amount to XW UC, they said I needed to check with my Insurance, *****************. I contacted United and they said ***** needed to code it differently. To reflect an Urgent Care visit. This went back and forth multiple times. I was told by ***** they now have Rural status however that should not change how ********* covers, just let them know they changed their status to Rural. ********* wanted documentation so I requested (11/2024) from ***** and they did not send anything to *********. I got them on a call together 12/23/2024 because I want to get this settled prior to the end of the year. Needless to say, UHC will not cover as an urgent care visit because XW UC is now Rural. Nothing has changed on their advertising and name so they are performing unethically and it is fraudulent. I am going to pay XW UC the $50.00 I should be billed because they never let me know anything had changed prior to my visit!

  Business Response

  Date: 12/26/2024

  We are very sorry that we caused Ms. ******* any inconvenience with her visit to Xpress Wellness. It is a fact that Xpress Wellness was recently certified as a ******************* Out contract with ****** ********** went into effect on Aug 6, 2024, which is why her office visit billed the way it did as a rural health visit and not an urgent care visit. This process was very new to the ***** clinic as they had only been open a few months when this contract change took place. Our staff was undergoing training on how to handle the change to Rural Healthcare and all processes may not have been fully implemented when Ms. ******** visit took place. In researching it does appear that we did not collect the $50 co pay at the time of service for her July or her August visits and this was incorrect on our part. Ms. ******* paid the $50 outstanding balance for her June visit when she arrived to be seen in August. Had we collected the $50 co pay up front, the remaining deductible amount of $37.42 would have been much easier to explain. I assure you that there was intent to defraud this patient. While there is no mandate to rebrand our clinic, I assure you we are working closely with all of our ******************* locations to make sure they are educating patients at the time of service to explain our newly certified status of ****************** Again, we sincerely apologize for any inconvenience this may have caused. We are happy to credit Ms. ******* the $37.42 she feels she was overcharged. 

• Initial Complaint

  Date:05/17/2024

  Type:Order 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.

  On 10/21/2023 ***********************, my daughter whom is covered under my insurance, sought care for a simple medical issue at Xpress Wellness in ********, **. This entity is covered under my insurance plan and only a copay of $40 is required (and was paid). Xpress Wellness billing office (***********************) incorrectly coded it when submitting it to UnitedHealthcare. Rather than correct the code and resubmit, I am being billed the full amount. I am not obligated to pay more than the contracted amount, as that is the agreement Xpress Wellness has with UHC. However, I am being required to pay more than the $40. If entities are able to charge patients the difference from what they bill and insurance pays, then they could bill exorbitant amounts as a money making scheme. I have never had a problem with healthcare facilities in **. This is not the only issue I have heard of people having with this clinic. It is simple fraud. I paid my obligation of $40. I should not be receiving any bills.

  Business Response

  Date: 05/20/2024

  I have reviewed this account and made the necessary adjustments to reach a resolution. This patient's claim initially denied by her insurance due to coordination of benefits. Once this was corrected, the claim was resubmitted, however we were outside the timely filing limit with the insurance to submit the corrected claim and received correspondence from UHC stating the claim was denied. The balance on the patient's account has been adjusted.  We apologize for any inconvenience this may have caused and hope that we have resolved this issue with the utmost satisfaction. 

  Customer Answer

  Date: 05/22/2024

   
  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.

  I appreciate the BBB and the company working so quickly to resolve this. As a result of this resolution I will conclude that my balance is zero and I will receive no further bills relative to the service date in question.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/10/2023

  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.

  On 7/10/2023 at 5:40 P.M at the Shawnee ******** location I was seen by a nurse practitioner for a tick bite that I had got. I needed antibiotics for the tick bite but was told that all my symptoms aren't that bad when in fact they are really bad. She wouldn't check me out and didn't care what I had to tell her. She said I needed to go see a real Dr. **** I should have been seen by one going to this clinic. I was charged ****** cash for her to tell me I wasn't bad enough even though I have been very ill since getting a tick bite. I want to be refunded the money they charged me because they wouldn't even evaluate me. She also said there isn't any tick born illnesses in ******** when indeed that is a false claim. So I feel as if they are definitely giving false information and diagnosis at this clinic.

  Business Response

  Date: 07/12/2023

  In response to the customer's statement, we have reached out to address the concerns they have outlined with their recent visit.  All concerns have been relayed to our medical leadership team and we are implementing new processes to help improve our existing flow and communication.  We have reached out to the patient and refunded the amount they paid for their visit and will plan to continue our direct communication with the patient.

• Initial Complaint

  Date:07/10/2023

  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.

  On July 10th, 2023, at approximately 6:35pm, I was seen by a nurse named **** (?) at Xpress Wellness Urgent Care in *******, ******** due to health concerns involving multiple tick bites. Despite having ******** I had to pay $125 out of pocket due to it being out-of-state, which I would like refunded due to the lack of service that was provided. The nurse was incredibly rude and the most unprofessional health care worker that I have ever met. She refused to listen to me, the patient, regarding the concerns that I've been having for over 2 months. She disregarded everything I said, telling me it was all in my head. Because she was so sure that it's all in my head, she refused to prescribe me any antibiotics, which was my only request. She couldn't even answer any of my questions, despite her being the "professional". She even claimed that there are no tick-borne illnesses in ********, which is false and I'd expect a health care worker to know that. I understand the concern for the over-prescribing of antibiotics, but that is no excuse to talk down on patients and act like the symptoms are psychosomatic. Nor is that a valid reason to deny someone the medical care that they request and PAY for. The nurse's mind was made up before she even spoke with me, and her lack of concern along with the lack of health care leaves me wanting a refund since no services were provided.Thank you for your time.

  Business Response

  Date: 07/12/2023

  In response to the customer's statement, we have reached out to address the concerns they have outlined with their recent visit.  All concerns have been relayed to our medical leadership team and we are implementing new processes to help improve our existing flow and communication.  We have reached out to the patient and refunded the amount they paid for their visit and will plan to continue our direct communication with the patient.