Complaints

This profile includes complaints for Next Level Urgent Care, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Next Level Urgent Care, LLC has 12 locations, listed below.

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• 

  Next Level Urgent Care, LLC

  5718 Westheimer Rd Houston, TX 77057-5745

• 

  Next Level Urgent Care, LLC

  1246 N Fm 3083 Rd W Conroe, TX 77304-5339

• 

  Next Level Urgent Care, LLC

  7101 W Grand Pkwy S Ste 180 Richmond, TX 77407-8656

• 

  Next Level Urgent Care, LLC

  8325 Broadway St Ste 220 Pearland, TX 77581-5773

• 

  Next Level Urgent Care, LLC

  16902 Southwest Fwy Ste 108 Sugar Land, TX 77479-3574

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:12/05/2024

  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.

  In January 2024 I was treated for Flu at Next Level Urgent care located in ******, **. I paid $180 for the visit with insurance. In April of 2024 I received a bill for $23 and when I tried to pay the bill online for some reason the system would not allow me to. I placed a call to customer service in an attempt to pay the bill and was told that I had a surplus balance of $123 due to being overcharged for my last visit. I was told a request would be forwarded to finance to issue me a refund for the overpayment. After several calls I finally received a check in November of 2024. The check was deposited into my checking account; on December 3 I received notice from my bank that the check was returned for non payment. A call was placed to customer service and I was told that someone from accounting would be giving me a call. I still have not heard from anyone.

  Business Response

  Date: 12/09/2024

  Hello,

  We are saddened to hear of this experience.  On November 25, 2024, our ***************** experienced prolonged downtime, which prevented our accounting team from receiving refund submissions. Consequently, 15 patient refund payments were not approved within the bank required timeframe and were returned unpaid.  Unfortunately, our accounting team was unaware of the pending items until this complaint was received.

  
  I attempted to contact the patient but was unable to reach them, so I left a voicemail requesting a callback. Once we hear back, we can reissue the payment either as an ACH direct deposit for a faster option (which requires their bank account information) or as a manual check, depending on their preference.
  
  
  Healthy regards,
  
  
  ****** **********, Revenue Cycle Billing Department Team lead
  Next Level Urgent Care

• Initial Complaint

  Date:08/26/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Id like to start by mentioning I filed a complaint a couple of months ago with this urgent care because they released my childs information to her stepmother without my or her fathers consent. This was for a visit in November in which her father had abused her. I took her to this visit & had my card on file. Since then her father has taken her there for other visits without my knowledge. Yesterday I was charged $272.71 by this urgent care facility for my child's care. This balance was for all of the visits she has had at this urgent care. I didnt authorize charges for all visits only the one visit in November. Not only was my insurance billed for all 4 visits but my credit card was charged for all visits as well. I tried to talk to customer service. I was required to put a card on file and I assumed her father had to as well. Apparently he was not asked to submit a new form of payment or produce the current form of payment on file for verification and approval to charge. I requested a refund and they refused stating they don't ask for payment if there is already payment on file. Which again I refuted stating that I was the card holder and didn't approve the additional treatment or additional charges for the treatment. I would like a refund so I her father can settle up for his own charges. This is not an appropriate method of conducting business. I understand that employees may not know every family's situation but they should show some empathy instead of just trying to get some form of payment. Especially when I left my card on file for the one visit not for additional visits. There should be some sort of verification in place to ensure this doesn't happen. This urgent care was convenient for the quick visit I needed but these are not good business practices.

• Initial Complaint

  Date:07/23/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 4 2024, I went to Next level urgent care in ***********. I paid the copay required by my insurance (Tricare $25). On May 10 2024 my credit card was charged for $52.26. I tried to contact Next level urgent care four times by phone to see if this charge was legitimate. I was unable to reach a person each time. Due to living on the east coast and not being able to speak with anyone I reported the charge to my bank (****) as fraudulent fearing my card had been compromised on May 23 2024. In Mid June I received a paper bill from next level urgent care for $52.26. Th statement is dated June 11 2024. This was the first time I had seen any communication from next level. More than 4 month later. On July 5th 2024 my bank (****) finished their investigation to the original charge that I reported. **** concluded that the charge was fraudulent and closed their investigation. On July 20 I received another billing statement from next level in which they charged me an additional fee of $50 for the chargeback. On July 23 2024 I spoke with Von from the communications department in an attempt to remove the $50 chargeback fee. I was told rudely that they would not remove it. Even after explaining the situation. Next level asserts that I was sent a statement in April, and even sent me the *** by email. This statement was never received at my address. I feel as though good customer service would be to inform someone before their credit card is charged for a service that was provided more than 90 days before. I do not believe that it is unreasonable for a person to see an unexpected charge with no communication to believe that their credit card has been compromised. All I want is for the $50 charge back fee to be deducted from my bill and I will gladly pay what is owed for their services.Please see my attached documents from my bank (****) for the investigation.

• Initial Complaint

  Date:04/29/2024

  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.

  On May 4, 2023, I visited this Next Level Urgent Care facility to have a splinter removed from my arm. I was told that for the self pay (not using insurance) level of service, my fee would be $180. After I was treated by the doctor on staff, I went to the front desk to check out and pay for the services received. I paid the quoted $180 in full and left the facility.
  
  Almost 1 full year later, in April 2024, I began to receive emails and text messages for the first time stating that I have an outstanding balance due. I ignored them out of the assumption that these were either phishing attempts or were not intended for me. Upon receipt of a hard copy invoice stating that I owe an additional $75, I called the billing department to discuss the situation. I expressed concern that the level of service I received and the total amount due had been changed at some point AFTER I left the facility. It was never disclosed to me, nor did I agree at any point before I left the building, that I was to owe an additional $75.
  
  I am of the belief that they are utilizing deceptive business practices by attempting to get more money out of their patients by having them pay for one service up front, and then arbitrarily changing the level of service in their billing systems at a much later time. I have attached a copy of the receipt I received in 2023 for my service as well as the invoice I have received in April 2024.

  Business Response

  Date: 05/08/2024

  Our Patient Accounts department corrected this immediately. The manager called the patient and left a voicemail to discuss but patient has not returned the phone call. We are sorry for any inconvenience this has caused to the patient and  removed the charges from her account. 

  Customer Answer

  Date: 05/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  

  I would like it noted that I did immediately return the phone call to the representative named Angelina to discuss the matter. I called and left her detailed voice messages, three times to be exact, and she never returned my calls. 
  
  
  
  
  
  
  
   

  
  

• Initial Complaint

  Date:04/24/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 purchased a 10 visit pre-paid visit plan for USD 1,000 in June 28, 2021 which is not been honored by the urgant care facility. I have proof of purchase and have emailed and talked to staff multiple times. I now have three outstanding (delinquent) invoices for services I have already paid for. I have wasted time and effort getting this resolved. I can provide proof of purchase of the prepaid plan (attached) and copies of the invoices. I have made multiple visits to the office, and my wife has tried fixing this issue via email (attached). Andres

• Initial Complaint

  Date:04/14/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 received a bill from Next Level for $175.00 and paid it through my bank billing system. The check was cleared on 1/18/23. In the meantime, Next Level charged my credit card for $175. I called to be reimbursed for the $175 extra that was paid by me. I have made five phone calls regarding this issue and each time they say they will send it over to the billing manager for review. I never hear from a billing manager. Each phone call results in the same response that they don't see the double payment and are sending it for review. On 4/14/23 phone call I asked to speak to a supervisor. She refused to transfer me, kept repeating her rote lines and hung up on me.
  
  Credit card was billed 1/14/23. Check was cleared 1/18/23. Phone calls every few weeks from February thru April

• Initial Complaint

  Date:01/20/2023

  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 was seen in July for severe ear pain. I was told it was possibly TMJ but there was nothing they could do. They then billed my insurance for treatment of TMJ (which my insurance does not cover). I have tried to get the billing department on the phone numerous times for the bill they keep trying to send me for this. I'm willing to pay it but only after i find out WHY they are claiming to have treated me for something that the nurse practitioner specifically told me there was nothing she can do. No one returns my emails, texts or calls.
  Then in September I was seen for a foot injury. I paid the copay, have a receipt of it. i am now being billed for the copay that they already charged me for. Again no one in the billing department will return my calls, emails or texts. They have all the documentation they need to prove I paid the $50 already I won't pay it twice. Currently they keep sending me texts that they are going to charge my credit card yet they can't return a call or answer the phone? It doesn't matter what time I call it says they are closed even though they are supposed to be open until 4. When I spoke to an operator she even mentioned she has a hard time getting anyone now that they all work from home. This is unacceptable.

  Business Response

  Date: 02/17/2023

  I reviewed patients'
  account; the claim was submitted for *** ********** and was processed with
  denial code PR-204 (service equipment/drug is not covered under the patients
  plan).  
  
  A corrected claim was
  submitted on 02-03-2023 with an updated diagnosis code. The claim was received
  on 02-14-2023 and we are still waiting to hear back. 
  
  I also called the
  patient in order to inform her of the status but had to leave a message. 

  Customer Answer

  Date: 03/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I am still waiting on the updated bill but at this time they have resubmitted the bill correctly to my insurance
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:01/03/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 on 7 Jul 22, 1 Sep 22, and 25 Oct 22 for Cold Symptoms/Respiratory Issues. I was provided service and not charged. I was later billed yet Next Level Urgent Care never filed my claim with my insurance company (****** ******** *******). I've contacted ******* and they stated the provider (Next Level Urgent Care) must provide the claim for payment. I've reached out the Next Level Urgent Care Billing Department (Head Quarters) several times for them to submit the claim so that my insurance can determine my share of the payment. My last communication was with Leslie from Next Level Urgent Care HQs billing. She stated she noticed an error and would resolve the issue prior to submitting to ******* (2 Dec 2022) and it would take approximately 30-days to resolve.
  
  Today 3 Jan 23 I received a FINAL NOTICE from Next Level Urgent Care stating I owe $269.32 which is the exact bill dated 11/15/22 and 12/27/22 and neither claim have been submitted to TRICARE. ******* will not accept the bill from me because there are medical coding that need to be provided via normal claim channels. I don't want may credit to be negatively impacted due to Next Level failing to do their part to be reimbursed by ******* and paid by me.
  
  The bills are duplicates with the same cost and never submitted to ******* yet the invoice states the ******* (Insurance) paid $0.00. Seems like falsifying documents.
  
  Sincerely
  
  Jasmine ******* College Student/Disabled Veteran Dependent

• Initial Complaint

  Date:11/16/2022

  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.

  My entire family was at next level's Katy clinic and took several tests including PCR test for covid. The claims were filed with BCBS insurance with incorrect codes and my insurance didnt reimburse for the money we paid for this visit. I tried reaching out to next level billing center as they never sent me detailed itemized bill showing the claim information. I called several times and there is no response. This is totally unacceptable level of service.
  When I call the recording always says that the call volumes are higher - any time of the day in a week and today when I called at 3.40 pm I was sent to voicemail saying that the billing center is closed although the recording said that they work till 4pm central time.

  Business Response

  Date: 12/12/2022

  Our Billing department spoke to patient and resubmitted the claim which was coded improperly. Patient was happy with outcome after followup. 

  Customer Answer

  Date: 12/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
  
  
  NLUC took prompt action to resolve this matter. I appreciate their customer service.