Complaints

This profile includes complaints for Medical City Alliance's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Medical City Alliance has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Medical City Alliance

  Serving North Central Texas Dallas, TX 75201

• 

  Medical City Alliance

  3101 N Tarrant Pkwy Fort Worth, TX 76177

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:06/17/2025

  Type:Customer Service 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 Medical City Alliance ** on 2/28/2025. I received the first ** bill a month later on 3/28/2025. The bill claims charges for Level 3 ******************* The bill only states level 3 with no list of services and online states the same. Level 3 would be in line with oxygen therapy or ***** catheter placement. I kept my discharge paperwork and was seen for finger pain and left with instructions on treating a blister. I was never touched outside of having blood pressure checked. I immediately requested an itemized bill. I have requested this 4 times now. It only ever shows up as level 3 emergency service. Texas Senate Bill 490 requires itemized bills of all medical services, supplies, including costs of each and billing codes with plain language descriptions. I know I did not receive services meeting a level 3 and now the separate PA bill is claiming level 4 services which would be in line with a sexual assault exam or a tube placement. Both bills have gone to my insurance with them already having paid out a portion. It is gross over billing. I have requested audits of both bills, but was told no one can see what services I was given and they can only see the code and charge. I have also been repeatedly told by whoever answers customer service they do not know how to send me a fully itemized bill, as Texas law entitles me to, and they do not know how I can get one. I am now receiving collections threats and the Texas bill entitles me to a fully itemized bill before collections should be allowed. I need to see the fully itemized bill I am legally entitled to. I have been grossly overbilled by the ** and the PA. They are claiming a level 3 and 4 when it should be level 1. ** claims I owe $1267 after the $1000 my insurance already paid and the PA claims I owe $321.76 after an over $700 insurance payment. Finger pain and blister instructions does not equal level 3 or 4 and legally they have to send me the bills I am requesting to back up the charges.

  Business Response

  Date: 06/25/2025

  Dear ******,
  

  I am the Ethics & Compliance Manager for *********************************** - *********************************** which provides revenue-cycle management services to Medical City Alliance. The
  Hospital referred your Better Business Bureau complaint #******** to Parallon for a response.

  At your request, we have completed a thorough review of your account to ensure that billing is correct
  for the emergency room services provided. Our records indicate that you were charged for a level 3
  emergency visit due to receiving a prescription for medication. Per ACEP guidelines, post ** care
  prescriptions for medications would be considered as a level 3 intervention.

  For your reference we have enclosed a copy of your itemized statement, and the following billing
  information:

  Total Charges $2,551.59
  Insurance Covered Charges $1,284.59
  Patient Deductible and Account Balance Due $1,267.00

  We are committed to the proper handling of all patient accounts. I trust this resolves your concerns,
  and we will consider this matter closed.
  

  Regards,
  **** *******
  Manager, Ethics and Compliance

  Customer Answer

  Date: 06/25/2025

  I am rejecting this response because:   Texas Senate Bill 490 requires a fully itemized bill of all medical services and supplies including cost of each as well as any changes and billing codes with a plain language description of each service and supply. Is this company refusing my rights and refusing this request making this a legal issue and reportable to ****? In addition ********** Blue Shield of Texas Facility Level of care guidelines puts prescriptions at a CPT level 1, not 3. CPT 3 would be post-mortem care or epistaxis with packing. This facility has already passed the legal time allowed to send the requested bill in the legally entitled requested format. Also, we are not on a first name basis. Please try to keep responses professional. Thank-you.

  Business Response

  Date: 07/09/2025

  Better Business Bureau
  ***************************
  ****************
  Re: Complaint #********

  
  To whom it may concern:

  
  I am the Ethics & Compliance Manager for Parallon, providing revenue-cycle management services to
  Medical City Alliance. The Hospital referred ****** Hawas Better Business Bureau complaint #********
  and his supplemental complaint to Parallon for investigation and response.

  
  At the patients request, we have completed an additional coding review to ensure that billing is correct
  for the emergency room services provided. Per ACEP guidelines, post ** care prescriptions for
  medications would be considered as a level 3 intervention. Parallon stands by its prior Response regarding
  the appropriateness of level 3 emergency room charge.

  
  Additionally, this patient was provided the required itemized billing from the Hospital for its services.
  Hospital is under no additional obligation under Texas law or federal law to separately produce additional
  information.

  
  The Facility would like to further express that the charges represent the cost for supporting the entire
  episode of care. This includes the ******************** in advanced technology and training, nurses,
  ensuring 24/7 staff is available, specialty technicians, laboratory staff, and many other critical components
  for maintaining excellent healthcare facilities for patient care. What patients pay for the hospital care they
  receive has more to do with their insurance coverage than the hospital charges. For those patients who
  are uninsured or underinsured, the Facility offers generous charity and uninsured discount policies. The
  Facility also offers a dedicated team to answer specific billing questions, help patients navigate their
  coverage, and guides them through special programs for which they may be eligible.

  
  The Facility has acted appropriately and in good faith with regard to the handling of ****** Hawas
  account and requests that this Complaint be retired as resolved. If you have additional questions, please
  do not hesitate to contact me.

  **** *******
  Manager, Ethics and Compliance
  Parallon | ******************************

  Customer Answer

  Date: 07/10/2025

  Dear Ms. ******************* claim that the hospital is under no additional obligation to provide additional information about the itemized bill is incorrect. Texas Senate Bill 490 added a new chapter 185 to the Texas Health and Safety Code and it took effect September 1, 2023. The ************************** has FAQs and guidance on how to comply. The itemized bill requested, on multiple occasions for 4 months, should have been provided no later than the 30th day from the date the hospital received final payment from insurance. Both the bill and the *** have stated that the itemized bill must include a plain-language description of each distinct health care service or supply the hospital provided to the patient; the billing codes the hospital submitted to third party for payment; the amounts billed and paid by third party if applicable; the amount the hospital is seeking from the patient for each service and supply provided. The ******************************************* provides guidance on plain language and patient friendly billing. This adding to what was already required by law. According to the THA, HHSC is required to take disciplinary action against hospitals violating this law and the assertion that a medical billing code is an itemized bill is not in compliance. 
  
  
  The bill itself being coded as a level 3 is upcoding. The prescription was not requested, attached to the discharge documents, and was for ********, an over the counter medication known as *****. It was thought the billing code was a mistake, but standing by an attachment of ******** to discharge paperwork as a reason for a level 3 charge is upcoding, a form of fraudulent medical billing. 
  
  Ms. *******, your lack of knowledge about current laws as a representative for Parallon and Medical City in compliance and ethics is disturbing. Your responses indicate that Medical City currently lacks the ability to be in compliance. The insistence that an over the counter prescription attached to discharge paperwork meeting level 3 requirements suggests this could be a common practice for this facility to upcode patients bills. I do hope this is not the case and that an itemized bill that complies with current laws can be sent and the level 3 code is appropriately reviewed.
  

  Customer Answer

  Date: 07/11/2025

  A concern about some of the submitted information from Ms. ******** I just wanted to make sure her attached submissions would never be made public. She attached copies of my bill from Medical City that included my unredacted and uncovered PHI, like my Medical Record Number and Account Number, without permission and I wanted to make sure that was noticed and will remain private. Thank-you

• Initial Complaint

  Date:08/28/2024

  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.

  on 8/26 i was scheduled for a 3pm echocardiogram at Medical City Alliance. I waited in for 20 minutes only to be told that the technician left at 1:30pm. No phone letting me know this so I could reschedule. I took 3 hours off work - for which I do not get paid - it took me 30 minutes to get there. They told me another tech was coming but I would have to wait an additional 1.5 hours. I called back about rescheduling the appointment and was told " we see that your appointment was completed". Nope - never got the echocardiogram. I spoke to a manager of the scheduling department who gave me the Director of Cardiology's cell phone number. I've been calling it for 3 days now and have left 7 messages. He has not returned my call. I need this echo to determine if I'm eligible for a particular cancer treatment since insurance won't approve it without the echo. This Director obviously doesn't give a sh*t about patients.

  Business Response

  Date: 09/03/2024

  First, and most importantly, we apologize for having to re-schedule your case due to unavoidable circumstances outside of our control. We know this was an inconvenience for you and we deeply apologize for this. After a little research, we have learned that your case is now rescheduled for Wednesday at 4pm. Thank you for your patience and for letting us know about this issue.

  Customer Answer

  Date: 09/03/2024

  I am rejecting this response because:   While they can apologize for the inconvenience, they decided not to work with my schedule after I was expected to work within theirs. They had people on staff that could have done the echo - they just decided on their own it was out of the realm of their possibility to do so. Once again - I have to take off work to adhere to their schedule when they clearly sure dont care about mine. 
  the department director couldnt even take responsibility for his own actions and instead put it back on me. 

  Business Response

  Date: 09/04/2024

  Once again, we are deeply sorry for any inconvenience this may have caused. Thank you for your patience and understanding.

• Initial Complaint

  Date:07/19/2024

  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.

  I went into the ** at *** on 9/4/2023. Had my appendix removed and was discharged same day. Returned to the hospital within an hour of leaving because of complications. ***y held me overnight to monitor and fix the issue. ***y were trying to consolidate 2 separate accounts and were getting rejected by United Healthcare. I called them early February and they told me that the accounts were consolidated and that i owed $6775.01. I negotiated it down to about $4700. I called back on 2/20/2024 and they told me I now only owed $2441.57. I confirmed with the representative 3 times that paying that amount would satisfy all outstanding balances with ***, they said yes, I paid it. I received a bill from *** on 6/6/24 stating I still owed the $6775.01. I called them and they told me that the person i spoke to and paid was wrong, the accounts never got consolidated and the money is gone. I called UHC and they conferenced in a billing rep from *** and gave verbal authorization to consolidate the accounts and passed me off to the *** rep. *** rep said that they would put in a request to have the accounts consolidated with UHC's approval and have the $2441 applied to the balance. ***y then told me to wait 2-4 weeks and I would receive a corrected statement. After waiting 7 weeks, i called today and they told me it still isn't fixed. Please help me.

  Business Response

  Date: 07/23/2024

  Thank you for taking the time to let us know about your experience. We would like to discuss it in greater detail. When you have a moment, please call ********* at ************* to discuss this matter. She has already received the information you provided in your BBB response, so she is aware of the situation and ready to help! Thank you again for letting us know and we look forward to speaking with you soon.

  Customer Answer

  Date: 08/01/2024

  I am rejecting this response because: the issue has not been resolved and ********* has not gotten back to me after our initial conversation

  Business Response

  Date: 08/02/2024

  Thank you for the response and we apologize for any confusion. If you refer back to the first response, we had suggested you contact ********* at the number provided. This way, you can contact her when it is convenient for you. She is awaiting your call and has been briefed on the situation. For reference once again, her number is *************. Thank you.

  Customer Answer

  Date: 08/23/2024

  I did contact ********* on 7/29. She said she was going to reach out to the hospital to get more details then call me back. I never received a call from her. This is unacceptable

• Initial Complaint

  Date:11/13/2023

  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.

  On February 3, 2023 I was admitted to Medical City Alliance and rushed into surgery for a ruptured ectopic pregnancy. After applying for financial assistance (because who has $74,000 lying around for a surgery you never wanted to happen) I was granted assistance and received a statement in April showing that I owed around $1713.60 TOTAL. I paid the balance of that bill ($280 in the hospital as a "deposit" and the remained $1433.63 at the time of the statement). To my surprise, I received another statement in June that said that I still owed $571.20. I called the billing department of Medical City Alliance and spoke to several people ( I asked for escalation several times because no one could understand why I was calling!) and they said they would look into the issue and call me back. The only time I received calls back was when they tried to call about collecting the remaining balance, to which i would explain the situation and ask for a manager and go through the same circle of explanation only to be told I would get a call back. I have sent in both statements I had received for them to review. Finally the last phone call I received, I told the caller that I have been promised a phone call back from several management members about the issue and that I will not be paying the amount due because there is no guarantee that if I did pay the amount that it would not get changed once again and I would still in fact owe more money. Now, I received a letter this week from Medicredit about the amount of $571.20 being due to them.So I went through the most traumatic and sad event of my life and Medical City Alliance s******* me over and ruining my credit.

  Business Response

  Date: 11/29/2023

  Thank you for your inquiry and for choosing Medical City Alliance. After looking into this case, we have determined more information is needed. Please reach out to ***********************, Director of Patient Access for Medical City Alliance. You may contact **** by calling ************* or by emailing him at ***************************** Thank you!

  Customer Answer

  Date: 12/01/2023

  I have emailed *********************** and await his response. 

  Customer Answer

  Date: 12/07/2023

  I am rejecting this response because:   I emailed *********************** and have yet to receive a response. 

  Business Response

  Date: 12/18/2023

  ****************** has now spoken with the patient. There was confusion around the uninsured discount, and charity application. In the end the patient received a very generous $71,717.42 discount on the account. The Patients responsibility now is $571.20, after paying $1,713.60 on $74,002.22  in total charges. The patient was worried that the balance would change, ******************* has advised the patient that all charting/charges are final on the account. The patient did receive a statement in error, with the wrong amounts. This appears to be a system issue and has now been corrected.

  Patient requested remaining $571.20 be credited. Given the discount already provided in the amount of $71,717.42, Medical City Alliance is rejecting that request and requires the balance be paid.

• Initial Complaint

  Date:04/23/2023

  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.

  On June 9, 2022, I was seen at Medical City Alliance's ER. I never received a bill, nor contacted by them. I recently found out there was a bill and it was sent to a collection service they use. I spoke with the person a this collection service only to find out Medical City Alliance had my address incorrect and this is the reason no bill was ever received. It is not right to send a bill to collections when the customer had no idea there ever was a bill to begin with. Medical City, did not try and reach out to me my phone (and my phone number given was correct) or anything. It is not my fault that one of their employees finger fumbled on my address. I called Medical City Alliance customer service numerous times only to be transferred to ********************** they use. Their customer service is horrible and can careless for the reason I was calling

  Business Response

  Date: 05/09/2023

  Thank you for letting us know about this concern, but this issue has been resolved. Our Director of Patient Access has discussed this issue with the complainant and it has been removed from collections. The patient is now free to pay this bill outside of any collections services. Should additional questions arisie, please email ******************************************* Thank you.

  Customer Answer

  Date: 05/09/2023

  I am rejecting this response because:   

  
  I went to MediCredits website and the ******************* shows to be in collections. Why would you respond with false information saying its been removed when it has not? Is your hospital based on lying to people?
  

  Customer Answer

  Date: 05/25/2023

  It still hasnt been resolved. They refuse to remove a bill that had an incorrect address from the credit collection agency that I had no idea about. The added another one that I have set up on a payment plan. This hospital doesnt care, they do what they want because they know they can get away with it. Ive spoke with several people being the hospital and put in a complaint through their corporate office. No one listens or returns call. Anyone and everyone at all cost AVOID this hospital. 

  Business Response

  Date: 05/26/2023

  After numerous phone conversations and email exchanges between multiple Medical City Alliance personnel and ****************,  Medical City Alliance believes this issue has been resolved. **************** has been assured that her bills are no longer in collections and payment plans for the outstanding balances have been established per her request. As long as the financial obligations of those payment plans are met, the status of the account will remain the same until the balances are fully exhausted. 

  Customer Answer

  Date: 05/26/2023

  I am rejecting this response because:   
  

  The only thing truthful in their response is several phone calls to them get this bill removed from MediCredit in which they have sold them another one and this one I spoke to a CSR and set it up on a payment plan through the hospital and they still sent it to collections. 
  They are lying when they say the bill is NOT in collections. Anyone who looks up MediCredit will clearly learn that is a debt collection service. This hospital tactics and the way they handle their patients billing is horrible. I will never step foot in any facility represented by this organization because you will not be helped, BUT you will easily be lied to. The people that stand by this and represent and organization like this where are their morals and integrity. 

• Initial Complaint

  Date:09/16/2022

  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 seek medical attention for severe right back pain that would radiate to my abdomen, in Oct 2021, did imagining and was told to follow up with my OBGYN as a cyst was detected. I informed the medical staff that i was in severe pain and they dismissed it and reported that it was due to herniated discs and to see a specialist. Gave me pain meds and sent me home, the following day I went to seek a second opinion due to severe pain and after running tests and lab work they discovered it was my appendix and had to have emergency surgery. I was not given the proper medical attention.
  
  Now on 9/14, I once again went to Medical City alliance (closest to my home) and went in for sever back pain that was radiating to my abdomen. I informed the staff that I had recently had a back procedure but the pain was excruciating and i could not keep for, liquids and was dizzy, almost fainting. I was in anguish and once again a ct scan was done and a UA test. they didnt bother doing lab work, said my back was fine and i was showing a cyst to follow up with my OBGYN. I was in severe pain, not able to sleep or walk. and i informed them and they brushed it off, dr prescribed medication that I specifically informed her I couldn't take, and lidocaine patches I informed her did not work. She didnt even bother seeking alternatives and ended prescribing them anyways. Following day I went to seek medical help at Baylor and after they ran, lab work my WBC count was hight, i had high blood pressure, and heart rate high all signs of severe pain and possible body fighting something. They ran their own CT scan and discovered that my ovary was twisted which was causing such pain. Something that Medical City failed to do. I was not given the proper medical attention even after pleading and telling Medical City that something was not right with my body.
  
  This was the second time I have been medically misdiagnosed all which have resulted in me requiring emergency surgery.
  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/09/19) */
  Thank you for taking the time to let us know about your experience. If willing, we would like to discuss it in greater detail. Please take a moment to send your name, number and the best time to reach you to [email protected] and we will have the appropriate Director reach out to discuss. Thank you again for letting us know and we look forward to speaking with you soon.