Complaints

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

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  HCA Urgent Care

  2850 Lake Vista Drive Suite 150 Lewisville, TX 75067

• 

  HCA Urgent Care

  600 Horizon Road Rockwall, TX 75032

• 

  HCA Urgent Care

  301 W. Main Street Frisco, TX 75036

• 

  HCA Urgent Care

  2675 N Belt Line Road Irving, TX 75062

• 

  HCA Urgent Care

  2851 W Lyndon B Johnson Fwy Irving, TX 75063

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:07/13/2025

  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 visited CareNow Urgent Care located ************************************ on two occasions. First, on 07/01/2024 for an injury and on 11/30/2024 for an infection. In both cases, my insurance was accepted, and I paid my co-pay of $50. Yet I received multiple bills afterwards. I contacted ***** ***** the ********** broker who brokered my insurance. He confirmed that it would be taken care of by the insurance. Yet I kept on receiving various bills from CareNow Urgent Care with amounts that varied. On 04/09/2025 I sent a message on CareNow Urgent Care portal and registered a letter to ************************************. This letter stated that: Under the No Surprises Act, Texas House Bill 2941 (Texas Insurance Code Chapter 1467), and the Texas Consumer Protection Against Balance Billing Act, patients are entitled to transparent billing practices and protection from unexpected charges when using in-network providers. Additionally, the Texas Administrative Code Title 28, Part 1, Chapter 21, Subchapter PP specifically regulates out-of-network claim dispute resolution and prohibits balance billing by in-network providers. By accepting my insurance and collecting only the co-payment at the time of service, the CareNow Urgent Care facility created a reasonable expectation that no additional charges would be incurred except those properly documented and explained after insurance processing.I never received any answer from CareNow Urgent Care, but continued to receive requests for payment. On 07/02/2025, I received a letter from ***************, a debt collector, requesting $281.00. CareNow Urgent Care never tried to contact me in response to my electronic message or my registered letter.I demand to stop the debt collection and my account to be closed.

  Customer Answer

  Date: 07/14/2025

  Signed BBB_ Complaint Management_ ID #********

  Business Response

  Date: 07/18/2025

  Good Morning: 

  Please note we have emailed the consumer directly to follow up on his requests.  In order to reconcile the billing on his account, we are in need of additional information regarding the dates-of-service mentioned in his concern.  We have provided the details regarding information needed so we may review and attempt proper filing on his account. 

  Upon receipt of the information to the email we provided the consumer,  Leadership of our Central Billing Team  will take appropriate follow-up action on the account. 

  Thank you

  Customer Answer

  Date: 07/19/2025

  Copy of my response to CareNow on Jul 19, 2025:
  On Jul 18, 2025, at 09:54, CareNow **************** <*************************************************************************************************************> wrote:
  Good ********************************** you for filing your billing concerns with the Better Business Bureau case # ********.  Please note we take all statements seriously, and appreciate the opportunity to review your account.
  
  Please note our **************** Team has worked closely with Leadership of our Central Billing Office.  They have requested the below information:
  
  
  *For the 7/1/24 dos the claim was not fully processed by insurance as it was pending for accident information from the patient which apparently was never received by the ***** since we did not receive payment.
   Please provide copy of how you requested that information. I never received any request myself.
  This was a hosehold incident, not work related.
  *For the 11/30/24 dos we are not able to access information because S&S health no longer administers the claims for this group.  We need information from the patient on who the new administrator is to find out whether the claim will be paid.  S&S Health no longer has access to the claims.
   Patient cannot be responsible for insurance processing.
  Contact ***** Lewis ?*****************? ************************** who brokered this insurance for me.

  Business Response

  Date: 07/22/2025

  Thank you for allowing us the opportunity to follow up with the patient. Please note we have corresponded directly with the patient.  Patient has accepted the adjustments we are making to his account as resolution to his satisfaction. 

  Please have Consumer reach out to us directly for any additional assistance. Thank you

  ************************************************************************ 

  Customer Answer

  Date: 07/23/2025

  I am rejecting this response because:   Copy of my response to CareNow on Jul 19, 2025:
  On Jul 18, 2025, at 09:54, CareNow **************** <*************************************************************************************************************> wrote:
  Good ********************************** you for filing your billing concerns with the Better Business Bureau case # ********.  Please note we take all statements seriously, and appreciate the opportunity to review your account.
  
  Please note our **************** Team has worked closely with Leadership of our Central Billing Office.  They have requested the below information:
  
  
  *For the 7/1/24 dos the claim was not fully processed by insurance as it was pending for accident information from the patient which apparently was never received by the ***** since we did not receive payment.
   Please provide copy of how you requested that information. I never received any request myself.
  This was a hosehold incident, not work related.
  *For the 11/30/24 dos we are not able to access information because S&S health no longer administers the claims for this group.  We need information from the patient on who the new administrator is to find out whether the claim will be paid.  S&S Health no longer has access to the claims.
   Patient cannot be responsible for insurance processing.
  Contact ***** Lewis ?*****************? ************************** who brokered this insurance for me.

   

  Attachments:

  Re encrupt Your Visits To CareNow 20250719.pdf

  
  

  Business Response

  Date: 07/23/2025

  Thank you for allowing us the opportunity to follow up with the patient. Please note we have corresponded directly with the patient.  Patient has accepted the adjustments we are making to his account as resolution to his satisfaction. 

  Please have Consumer reach out to us directly for any additional assistance. Thank you

  ************************************************************************ 

  Customer Answer

  Date: 07/23/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/04/2025

  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 Care Now Urgent care in **********, ********** on May 21, 2025. I was charged a rate (which I thought was a little much, but accepted), because I was very sick. I signed 'the admissions form' and 'consent to be charged' for the services rendered THAT DAY. Today, June, 4, 2025, I see a charge from Care Now for $165.08 on the same cc used for the initial visit. I called the customer service line and was told that 'I authorized my cc to be charged'. I advised that I do NOT consent to my cc to be charged beyond the date of service and that I insisted that they delete my cc information and to send me a bill - as I am disputing the (in my opinion) an unauthorized charge.I also stated that I thought it was pretty terrible that in their multi-page 'agreement' that very sick and vulnerable people are completing for health care assistance that buried in there is consent to randomly charge a credit card after date of service.

  Business Response

  Date: 06/25/2025

  Good Afternoon: Thank you for the opportunity to respond to the consumer's concerns regarding the charges to her account.  Please note our records indicate the patient signed a Credit Card On File Authorization form, which substantiates why we charged her card after we received the insurance payment. The balance on her account was due to her deductible with her insurance payor. The consumer then disputed the charges with her credit card company; therefore, the patient still has a balance with CareNow. 

  Please have the patient reach out to us directly if we may provide any additional assistance or information. 

  Thank You

  [email protected]

• Initial Complaint

  Date:05/28/2025

  Type:Order 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.

  Complete and utter RUBBISH of an establishment. I received care on January 21st, 2025 and made the full payment after my visit. In March 2025, I received a notice that I owe an additional $9.60. I was confused by this additional expense, but I decided to pay it in full (March 24 2025), to get them off my back. Despite having received a payment receipt email from CareNow themselves that I've paid this amount, CareNow keeps spamming me with outstanding bills of $9.60. I have called, emailed, and done everything that the representatives told me to to resolve this issue, but YET I keep getting notices of outstanding payments. I am now doubting the validity of this charge, and am requesting a refund of this amount. I am asking CareNow to (1) please stop sending these payment requests and (2) to justify why an additional $9.60 was needed on top of my original payment for my care.This so-called "urgent care" is a complete and utter scam and fraud. One wonders if their "payment glitches" are a means to extract more cash from their unsuspecting customers. Avoid at all costs!

  Business Response

  Date: 06/25/2025

  Thank you for the opportunity to respond to the Consumer's billing concern.  Please note that on 6-11-15 the final insurance payment was received and posted to the account, leaving a balance of $0.00. Please have the patient respond back to us directly if we can assist further. 

  Thank you

  [email protected]

• Initial Complaint

  Date:05/19/2025

  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 am an Indian national residing in the *********** who visited CareNow Urgent Care - *********** (*****) on October 10, 2024 for a medical emergency while traveling in the *************. CareNow Patient account number#********. During my visit, I provided my Philippine-issued credit card and paid for the medical services rendered at that time.However, in March 2025 nearly five months later CareNow charged the same card again without any prior notice, explanation, or consent. I was not informed during or after my visit that any additional billing would occur, nor did I authorize any delayed charges.After I noticed the charge on my billing statement, I contacted the clinic. They admitted the delayed charge and agreed to issue a refund. Unfortunately, instead of refunding the amount directly back to my credit card which is the proper and industry-standard method they chose to send a physical cheque to my address in the ************This refund method is problematic and unfair because:It involves lengthy international mail delivery delays. I am being charged interest on the disputed amount while waiting. My bank has suspended my card and charged replacement fees I have to bear the cost of cheque processing and conversion in my home country I am requesting that CareNow resolve this matter fairly by:Refunding the charge directly to the original credit card, or Issuing an international wire transfer if a card refund is truly not possible, and covering any costs Ive incurred due to this error.I simply want a proper resolution for a charge that was made incorrectly and handled in a way that puts all the burden on me.

  Customer Answer

  Date: 05/20/2025

  Please find the attached Authorization Form 

  Business Response

  Date: 06/03/2025

  Good Morning: Our records indicate address was verified and  refund checks were mailed to the consumer. PY lives out of the country; therefore it will take more time to arrive to the patient. 

  TY

  [email protected] 

  Business Response

  Date: 06/06/2025

  Good Afternoon:  Our Accounting Team has verified the address and processed the refund to the PT on 5-13-25. PT is located internationally.  

  Thank you 

  CareNowCustomerService@HCA Healthcare.com

  Customer Answer

  Date: 06/12/2025

  It has been over a month since I was informed that the cheque was sent, yet I have still not received it. I have followed up multiple times requesting the tracking number, but I have not received any response or details to help me trace its delivery on my end.

  Additionally, the charge was made to my credit card without my authorization. According to standard credit card dispute and refund policies, any refund should have been processed directly back to the credit card used for the transaction—not issued via cheque. This deviation from standard practice has caused unnecessary complications and delays.

  To make matters worse, my credit card was charged without my authorization. As a result, I am now incurring interest charges while awaiting the cheque. Since the cheque needs to be deposited in my bank in the Philippines and cleared through the U.S. system, this delay is causing significant inconvenience and financial burden.

  I request immediate attention to this matter, for them to provide the tracking number without further delay and clarify why the unauthorized charge occurred. If the cheque has not yet been sent, I strongly urge you to resolve this via a faster, more reliable method.

  Customer Answer

  Date: 06/12/2025

  I am rejecting this response because:   

  It has been well over a month since I was informed that the cheque was sent, yet I have not received it to date. Despite multiple follow-ups, I have not been provided with any tracking information to trace it on my end.

  Additionally, the charge was made to my credit card without my authorization. According to standard credit card dispute and refund policies, any refund should have been processed directly back to the credit card used for the transaction—not issued via cheque. This deviation from standard practice has caused unnecessary complications and delays.

  To make matters worse, because of this, I am now incurring interest on the unauthorized charge until the cheque is received, deposited into my bank in the Philippines, and cleared through the U.S. system. This has placed an unfair financial burden on me for a mistake that was not mine.

  I request your immediate action on this matter. Please:

  Provide the tracking details of the cheque without further delay.
  Explain why the refund was not processed back to my credit card.

  Initiate corrective action to resolve this issue promptly.

  Looking forward to your urgent response and resolution.

  Business Response

  Date: 06/16/2025

  Our Customer Service Team has reviewed this in detail with the Account Payable Team at the corporate level.  Accounts Payable Leadership, as of 6/13/25, has taken additional action steps to resolve this as quickly as possible.  They are reaching out directly to the PT to discuss the resolution steps, provide tracking information and answer additional questions the patient may have.

  Thank You

  [email protected]

  Customer Answer

  Date: 06/18/2025

  I am rejecting this response because:   

  It has been over a month since I was informed that the cheque was sent, yet I have still not received it. I have followed up multiple times requesting the tracking number, but I have not received any response or details to help me trace its delivery on my end.

  Additionally, the charge was made to my credit card without my authorization. According to standard credit card dispute and refund policies, any refund should have been processed directly back to the credit card used for the transaction—not issued via cheque. This deviation from standard practice has caused unnecessary complications and delays.

  To make matters worse, my credit card was charged without my authorization. As a result, I am now incurring interest charges while awaiting the cheque. Since the cheque needs to be deposited in my bank in the Philippines and cleared through the U.S. system, this delay is causing significant inconvenience and financial burden.

  I request immediate attention to this matter, for them to provide the tracking number without further delay and clarify why the unauthorized charge occurred. If the cheque has not yet been sent, I strongly urge you to resolve this via a faster, more reliable method.

  Customer Answer

  Date: 06/20/2025

  Thank you for the update. However, I have not received any calls or emails from the CareNow team regarding this matter.

  I am currently in Dallas and will be staying here for the next month. Given this, I would like to request the cancellation of the check that was sent to the Philippines. Instead, please issue and send the check to my current address in Dallas.
  

  If its can be done, i can share the Dallas address. 

  Looking forward to your prompt response.

  Business Response

  Date: 06/26/2025

  We have reached-out to the consumer and requested he provide us directly with a local address where we can send a replacement refund check to him. 

  Thank you 

  [email protected]

• Initial Complaint

  Date:05/05/2025

  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 am being unrightfully billed for services that were not provided. I requested a full refund via email and have not heard anything back. No services were provided at the time of the visit, and my daughter was turned away due to this office not having the correct medical equipment. I was advised to request a full refund by CareNow customer service. When I contacted them for the third time, CareNow billed my insurance for an office visit. I verified with BlueCross Blue Shield that CareNow claimed an office visit. This includes blood pressure and temperature checks. I don't believe this should qualify as an office visit when we were referred to another hospital with no services provided or treatment plan. The office staff referred my daughter to **** Childrens Hospital and still billed me insurance and charged my card for $180.00 It's been several weeks with no communication from CareNow.

  Business Response

  Date: 05/06/2025

  Thank you for the opportunity to review the consumer's concerns. We previously received communication from the PT and have already escalated this to the Leadership of the Dallas Market.  Results of the review are still in process, and we will correspond directly with the patient as soon as possible. Thank you

  ************************************************************************ 

  Customer Answer

  Date: 05/06/2025

  I am rejecting this response because:   not completed or resolved.
  

  Business Response

  Date: 05/13/2025

  Good Morning:  We have completed our investigation and mailed correspondence directly to the consumer. Please have them reach out to us directly with any questions: **************************************************

  Customer Answer

  Date: 05/17/2025

  I am rejecting this response because:   No services were provided to my daughter and we were referred to another office for treatment. They also billed my insurance and sent be a bill for $163.43 on top of the original charges. I would like to request all information regarding this incident so that I may report it to the ***************************************. Including the internal investigation conducted by CareNow.

  Business Response

  Date: 06/03/2025

  Good Afternoon: ************************** Team investigated and sent the outcome response to the patient on 5-6-2025 to the address on file. 

  Thank you 

  ************************************************************************ 

  Business Response

  Date: 06/06/2025

  Thank you for this update; however, we are concerned regarding the unsatisfactory closure of this case. When we received the concern, we opened a case file and  sent the concern to clinic Leadership.  A full investigation was completed regarding the allegations, case notes completed and a letter with  the findings and outcome were sent to the patient. Pls review and update the status of this case closure, as we completed due diligence in the investigation and outcome process. 

  Thank you 

  ************************************************************************

  Business Response

  Date: 06/06/2025

  Good Morning:  We completed a full investigation by our Leadership Team regarding the consumer's concerns.  The visit to our facility was documented and charged appropriately, and we have corresponded by mail with the consumer.  We consider this due diligence and have closed this case. 

  Thank you

  ************************************************************************ 

  Business Response

  Date: 06/09/2025

  Good Afternoon: 

  Thank you for the opportunity to respond to the parent's Comments.  Please note that we completed our investigation and correspond directly with the parent in a letter date May6, 2025.  

  Please have the parent reach out to us directly for any further questions they may have. 

  Respectfully, 

  ************************************************************************

  Customer Answer

  Date: 06/12/2025

  I am rejecting this response because:   No services were provided and an internal investigation biased towards this organizations outcome is not acceptable. I was billed for entering the building and that's not acceptable. I want a full refund please. 

  Business Response

  Date: 06/13/2025

  Thank you for forwarding to us the Consumer's recent response. Please note that the patient my file a written appeal regarding the original outcome of our investigation for a second review of their concerns.  Upon written request to our corporate customer service team, we will re-submit the case fie to the  Chief Officer of the ********************** Team for final investigation, and mail the patient an outcome of the findings. 

  If the Patient wishes to appeal, please send written notice with request and desired outcome to: 

  ************************************************************************

  Thank you

  CareNow **************** Team

  HCA ******************** Care Corporate Office

• Initial Complaint

  Date:05/02/2025

  Type:Sales and Advertising 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 CareNow on August 12, 2024 and I paid a co-pay of $30. I had provided insurance and had assumed all I would need to pay was my copay and as I received no further correspondence I assumed the visit handled. Fast forward to the beginning of April when I received a bill for the full amount of $376 showing that insurance paid nothing. I immediately called to discover that they had the incorrect insurance information, I updated the insurance information and they said they would reprocess the claim and send an updated bill if there was one. On April 28th I received a text message saying I had a bill, upon logging in I saw a $46 bill amount owed and assumed that was my balance after the correct insurance had processed. Today, 5/2/25, my wife happened to be checking a credit card of ours that we rarely used and found two charges from CareNow, one on 4/1/25 for $150 and one on 4/23/25 for $180. I immediately called and was told that these amount plus the $46 I had paid was to cover my August bill. The first representative was very unhelpful and said that while they saw I called that there was no new insurance information. The second ****** we spoke with saw all the correct information and said that the claim was processing but despite this CareNow had decided to split the bill into two payments which they processed on their own and to bill us for the remaining amount. None of this was made clear when I called as soon as I received the bill and called. I also don't know why the first correspondence I received regarding an appointment in August 2024 was in April of 2025. When I called to check with my insurance today they said they had received no claims from CareNow. So bottom line, I need to be refunded my $376 as I paid a copay during my visit and there should be no further charges.

  Customer Answer

  Date: 05/06/2025

  Per a follow up call with CareNow yesterday 5/5/25 - When I spoke to them on 5/2, they said the claim was sent to the correct insurance on 4/2. Yesterday, they told me that they had sent it to the wrong insurance on 4/2 and had supposedly sent it to the correct insurance on 5/2. I continue to get different information whenever I speak with someone.

  Business Response

  Date: 05/14/2025

  Thank you for allowing us to review and investigate the consumer's billing concerns. Please note that a full refund is being processed and will be mailed to the consumer in 7-10 business days. Thank you 

  ************************************************************************ 

  Customer Answer

  Date: 05/16/2025

  I have reviewed the business response and accept this resolution as long as the check is issued as promised.

• Initial Complaint

  Date:05/01/2025

  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.

  Urgent care visit on 02/01/2025 and I paid the $20 copay. Later, my bank account was debited $180.00. I called CareNow on 02/18/25 to inquire about the $180 fee. I was told that I was charged the fee because there was no ordering physician. My discharge documents listed the ordering physicians name which I gave to the CareNow representative. I was told that it would take ***** days to resolve the issue. Today, May 1, 2025, I spoke with a CareNow customer service person (****) who told me that they are still working on the issue. My ********** Advantage representative (******) had a three-way conversation with ****** and I on April 1, 2025, for 32 minutes, and CareNow was informed that my visit on February 1, should have been covered except for my copay which I paid the fee.

  Business Response

  Date: 05/05/2025

  Thank you for the opportunity to review the consumer's concern. Our ************************** Team works closely with the *************************** Please note we have ensured this has been escalated to the Leadership of the billing team for  additional filing with the insurance payor for their review.  We will update the billing account and reach out to the patient as quickly as possible. Thank you 

  Customer Answer

  Date: 05/05/2025

  After reading the response from the CareNow corporate headquarters, I am, for lack of a better word, dubious concerning their answer. Therefore, I would like to decline the offer at this time and request the BBB to please not close the case until I  have a more definitive answer. I have been dealing with this company for nearly three (3) months with no communication and certainly not a resolution.

  Customer Answer

  Date: 05/07/2025

  I am rejecting this response because:  After reading the response from the CareNow corporate headquarters, I am, for lack of a better word, dubious concerning their answer. Therefore, I would like to decline the offer at this time and request the BBB to please not close the case until I  have a more definitive answer. I have been dealing with this company for nearly three (3) months with no communication and certainly not a resolution. 

  Business Response

  Date: 05/14/2025

  Our ********************** Leadership Team has verbally contacted the patient insurance directly. Patient insurance will be reprocessing the claim. We will take further action when insurance has bee adjudicated. Thank You 

  ************************************************************************

  Customer Answer

  Date: 05/14/2025

  I spoke with my insurance company (*****) on 5/12/2025 and was told that I did not owe any money except for a $20 copay which I paid on 02/01/2025. So I am not sure what CareNow is referring to by the statement of waiting for the insurance adjudication.

   

  Customer Answer

  Date: 05/16/2025

  I am rejecting this response because:  I spoke with my insurance company (*****) on 5/12/2025 and was told that I did not owe any money except for a $20 copay which I paid on 02/01/2025. So I am not sure what CareNow is referring to by the statement of waiting for the insurance adjudication. 

  Business Response

  Date: 06/03/2025

  As of 5-14-25 the Leadership of our corporate central billing team resubmitted the patient's claim for adjudication. More time is needed for the insurance payor to respond. TY 

  ***********************************************************************

• Initial Complaint

  Date:04/29/2025

  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 to this facility on Wednesday, April 23, 2025 and 11:40am. I was seen by **************** I went in with a bug bite that had formed a know under the skin. I thought is was possible cellulitis. When the *** came in i explained everything and she states " you can't get bit by a bug there. That is not from a bug bite that is a mass and needs to be removed immediately.". I was then given two sheets of paper, 1 was a referral to a General Surgeon, and 1 was for a ultrasound. When I asked where I should go for an ultrasound i was told to ****** it. Again the paperwork stated I had a mass, tumor and needed immediate removal. I found a place for the ultrasound, but the orders were not filled out correctly. They had no proper medical code for the imaging place to use. I was asked to call Care Now and get the orders corrected and faxed over. I called 7 times and was placed on hold for 45 plus minutes each time. I told the receptionist what I needed and that I had called x times and she said "yea, we're busy" put me on hold and never would come back. Thankfully the imaging placed work with me and I got in to my primary care *** ******* it is now 1 week later and I have yet to hear ANYTHING from the ** at CareNow. Guess what it is cellulitis!!!!!! I needed antibiotics. Not a surgeon. She didn't even listen to me!!!! First a reputable ** would NEVER tell someone they have a mass and then just send them off! Second what if I didn't have a PCP and I was STILL WAITING for follow-up care??????? I could be septic by now. Do better! You have lives at stake here. I want at least 1/2 of my payment this facility refunded as I was not properly treated or listened to.

  Business Response

  Date: 05/02/2025

  Thank you for the opportunity to review the consumer's concerns.  Feedback from our patients regarding their experience helps us provide quality care to the community we serve. Please note that we will escalate this concern to the ********************** Team for review. Our goal is to respond back to the patient directly within 21-business days. Please have the consumer reach out to our ********************************* team directly for any questions during this process. Thank you. 

• Initial Complaint

  Date:04/23/2025

  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.

  MD Now -Corporate Office ***************************************************************************************** RE: Location : ****************************************** RE: Patient: ******* ******** Patient ID: ******** I am writing to dispute a fraudulent charge of $180, which was processed on 3/25/25. In addition, an additional amount due appears on a statement of $185.00 I have only had 2 appointments at this *********** 1st visit was on 3/7 , treated by *** ****** Manchester., diagnosed with bronchitis. She did not call in my prescription for antibiotics. I called the office everyday for 6 days, Each day I was told that the *** on site would look at my file and call me. No one ever called in the prescription and no one ever called me.Due to lack of the prescription that was never called in, I had to make a 2 nd appointment , now the bronchitis is pneumonia. This appointment was on 3/15/25. The front desk kept insisting that I pay the full $180 for the visit. I offered to pay $50, as I was only back due to their negligence and inability to follow through by calling in a prescription,. They finally agreed to the $50 , this charge of $50 was processed on 3/17.I paid the $50 and was seen by *** ****** ******. I received an antibiotic shot.MD Now has falsely charged my credit card another $180 on 3/25. I was never there nor did I have an ************** addition to the fraudulent charge of $180, processed/charged to my card on 3/25/25. I have also received a statement indicating that I owe an additional $185.00 I never went back after 3/15.I am owed a refund of the charge of $180 processed on 3/25/25.I had 2 appointments, and have had 3 charges placed on my credit card,Visit 3/7- charged $180. VALID CHARGE Visit 3/15- agreed reduced fee paid $50.00 VALID CHARGE I have a 3 rd charge on my card -3/25- $180- INVALID/FRAUDULENT ********* ADDITION , THERE IS AN ADDITIONAL CHARGE OF $185 ON MY STATEMENT ACCOUNT AT MD NOW.******* ******** ***********************************************

• Initial Complaint

  Date:04/16/2025

  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.

  I am extremely disappointed with the experience my daughter had at CareNow. On March 10, she web-checked into Plano Tx. CareNow location. She purchased the *************** Membership over the phone because the system was down, paying $40 for the membership and $68 for the sick visit using her own card. However, on March 19, an unauthorized charge of $168 appeared on my husbands credit ***** completely different card that was never used at any point during her visit. When he called to ask why this charge was made, the staff hung up on him, stating he was unauthorized to discuss the charge. How is he unauthorized, but CareNow was somehow authorized to charge his card?Serious Issues That Need to Be Addressed:1.Unauthorized Billing Why was my husbands card charged when my daughter, an adult, used a different card for payment on March 10? We demand a refund of this unauthorized charge.2.Lack of Billing Transparency My daughter purchased the *************** Membership because she does not have insurance. Nowhere on the CareNow website does it state that simple tests are billed separately. Yet, CareNow charged an outrageous $168 for routine testswithout any prior disclosure. This is misleading and completely unfair to patients who are already struggling with medical expenses.This is completely unacceptable, and I am requesting a full refund immediately.

  Customer Answer

  Date: 05/29/2025

  CareNow is showing complete lack of accountability with their billing practices. 
  
  
  I received a voicemail from Myra at the Plano location asking me to call back regarding this matter. That was nine days ago. Since then, I’ve called back twice and left messages, and no one has returned my calls.
  
  
  It’s extremely disappointing to see that CareNow doesn’t seem to care about resolving unauthorized charges or communicating.  Based on this experience, it feels like they’ll charge any card they can access — whether or not it was authorized or not, for the visit. That is completely unacceptable, and I will be continuing to escalate this issue until it’s addressed.
  
  

  Business Response

  Date: 06/03/2025

  Our facility leadership attempted to call to the consumer and LVM.  We have requested the Market Leadership attempt to call the PT Parent again to discuss the concerns regarding charges. 

  [email protected] 

  Business Response

  Date: 06/11/2025

  Good Morning: 

  Please note that we have authorized and completed a refund as requested by the consumer.  We will mail the refund to the address on file. Thank you

  [email protected]

  Customer Answer

  Date: 06/11/2025

  I am rejecting this response because:   Care now response claims that a refund check has been mailed, but on June 10th, the clinic manager Mayra called my husband and asked for the last four digits of his credit card and the billing address, if a check was issued, why did she request credit card information? This inconsistency raises concerns about Care Now billing transparency. Also, Mayra's behavior on both calls (June 4th at 11:53 am and June 10th at 12:11 pm) was very unprofessional. She was rude, dismissive and not once apologized. When I asked when to expect the refund after providing the information that she requested, she said, "I don't know", also in the previous call when I questioned how my husband's card was charged, she responded, "Ma'am I didn't go into your husband's wallet and charge his card." This kind of response is completely unacceptable and unprofessional coming from a clinic manager. My family and I have been patients at Care Now Plano for many years, I have never submitted a complaint before, I always pay my bills. But because of how this situation was handled, with zero accountability or empathy, we will not be returning to Care Now Plano. At this point, I want clarification on how I will receive the refund, when was the check mailed? Also confirm that this balance will not be placed on my daughter's account, especially after all the errors and confusion caused by Care Now.

  Business Response

  Date: 06/12/2025

  Our facility leadership attempted to call to the consumer and LVM.  We have requested the Market Leadership attempt to call the PT Parent again to discuss the concerns regarding charges. 

  [email protected] 

  Business Response

  Date: 06/13/2025

  We have emailed the consumer directly with details regarding the refund process. We have confirmed the refund will be mailed in approx 7-10 business days.   Please have the consumer reach out to us directly for any additional details. 

  Thank you 

  [email protected]

  Customer Answer

  Date: 06/13/2025

  I did not receive any missed call or voicemail from CareNow.

  Customer Answer

  Date: 06/13/2025

  I did not receive any missed call or voicemail from CareNow.

  Customer Answer

  Date: 06/13/2025

  I did not receive any missed call or voicemail from CareNow.

  Customer Answer

  Date: 06/18/2025

  I am rejecting this response because:   I did not receive any missed call or voicemail from CareNow.