ComplaintsforMedCare Urgent Care

• Initial Complaint

  10/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to MedCare in Mt Pleasant, Sunday August 4th, 2024. Due to what I assumed was a bruise, but wanted confirmation. After being examined, the doctors determined it was not a hernia, but just a bruise and dismissed me from care. What ended up being a “bruise” was a hematoma. Which, I required a CT scan for, and it was determined I tore my abdomen wall. It also was discovered I had a cyst on my kidney resulting in renal cell carcinoma. Upon receipt of the billing department requesting an additional $50.52, a few weeks later, I called, explained the situation and paid it. All done, right? No. Each month possibly even every 3 weeks, I still receive the same bill, and the threat today of “FINAL STATEMENT BEFORE FURTHER ACTION” Here’s the breakdown. I’ve called, and emailed several times, tonight’s email being particularly nasty and threatening of a lawsuit. I feel that if they infringe on my credit, I will be forced to sue for negligence and harassment. Here’s the receipt of the transaction that occurred when I paid this bill. “ Thank you for your payment! Payment Date 8/22/2024 12:16:03 PM Receipt Number ********************* Invoice Number ******* Amount $50.52 Thank You, MedCare Guest Pay Guest Pay Phone: ###-###-####”

  Business response

  10/28/2024

  Hi ****, I'm sorry you've had trouble with this. I have asked our Vice President to review. I believe she is out of office until 11/1, so please allow me the few days until she returns to hear back from her. 

  Business response

  11/03/2024

  Patient reached out to us via email and we assisted him there. Essentially, the bills he was receiving were a computer error as we transitioned systems. His credit was never affected and once the two system synced the issue with the bills solved itself. 

• Initial Complaint

  09/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 9/6/24 I visited MedCare Urgent care because of my cluster headaches and I was trying to get a refill on my Imitrex (non narcotic) for the weekend before I saw my GP again the following week. I saw a NP for 3 minutes in which she told me she could not help me and recommended that I visit the emergency room and offered to write a prescription for an ***** and ******. When I received my EOB, I saw that I was charged 4 times, for services that were not rendered. The charges were as follows: 1) office visit - 388.78$, 2) Lab - 82.76$, 3) Lab - 82.76$, 4) Lab - 250.00 , for a grand total of 804.30$ for a 3 minute visit with a NP. I did not consent to receive, or pay for any labs, nor did I receive any labs. Also, the office visit price is artificially inflated. On their website, the price of a comprehensive visit is listed at $150 (this price includes lab fees , (****************), yet even after my insurance covers 80% of my fee for my very non comprehensive visit, I am still liable for 206.24$. It does not like sense to me that the price for someone with insurance should be 5x the price as someone without. I have tried unsuccessfully to reach out to this medical provider via phone and have filed a fraud claim with ****.

  Business response

  09/27/2024

  Hi ****, the lab charges are for flu part a, flu part b (one swab but two separate billable tests) and covid testing (another swab) on site at time of service. A printed copy of the invoice with those details was generated yesterday and should be in the mail to you next week. All charges are appropriate and match the insurance contracting rates per your EOB. We cannot bill differently than your EOB and as you are insured the self-pay rates do not apply to you, they are there as an affordable care rate for the uninsured population. Your reference number is 4984801 in our system. If you still have questions please call me at ************ or email ******************@urgentcaregroup.com- due to storms my phone reception is spotty and my office line forwards to my cell. 

  Customer response

  09/28/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I did not ask for or consent to any covid/cold/or flu tests. I did not visit this facility for anything related to cold or flu or covid. I visited because of cluster headaches (which I received no care for). I refuse to pay for something I did not need or ask for just because MedCare Urgent care is trying to run up a bill for insurance fraudulently.

  
  Sincerely,
  
  **** ********

  Business response

  09/30/2024

  We're sorry if there was any misunderstanding during your visit about why the testing was performed; headaches often indicate common illnesses like flu and strep so those tests are clinically indicated diagnostic tools. Additionally, you could have refused the testing at time of service, but since it was complete, and you were alert and oriented during care, then your consent was obtained at time service. 

• Initial Complaint

  09/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This urgent care was verified to be in network with our medical mutual policy. my daughter paid the copay at time of service. 18 months later they billed her for 105 saying our insurance denied the claim as not in network. after many phone calls with medical mutual, we determined that the claim was submitted with the incorrect NPI number. after a letter and phone calls to this urgent care asking them to resubmit the claim with the proper NPI number, they have refused to do so. they told us we would not be sent to collections while this matter was under review. well they sent her to collections and continue to refuse to resubmit the claim. they have never attempted to contact her via phone, email , or letter except with one bill 18 months after the date of service and then the letter from the collections agency. they are still listed as in network by medical mutual

  Business response

  09/30/2024

  We apologize for the issues with the billing team. The billing team is seperate from our internal staff. Our Vice President of Revenue Cycle Management has pulled the account from collections and closed the balance. She manages our relationship with the billing partner and will address this with them as well. Our sincere apology for the frustration. If you would like to follow up with our own team directly for status updates please email me at service.excellence@urgentcaregroup.com, ref# 1865529. While the VP has already made the correction it can take 30 days for the credit system to update and 10 days for our own system to update. 

  Customer response

  09/30/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  09/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  MedCare made zero attempt to file my claim using the insurance card I provided. Said their "system" had an issue. I got a text about a past due amount. Called to request a copy of the invoice. JUST TO EMAIL I WAS QUOTED 8-10 business days on 8/22/24. STILL DO NOT HAVE IT. Now I am getting threatened to be sent to collections. I have A PORTAL ACCOUNT AND IT IS ABSOLUTELY RIDICULOUS THAT MY INVOICE IS NOT IN IT SO I CANNOT FILE WITH MY INSURANCE. Today I call back and she tells me it will be "expedited" which is 3-5 days. THIS IS COMPLETELY UNACCEPTABLE. 1. MedCare should have filed in the first place 2. MedCare should have invoices AVAILABLE ON THE PORTAL- what is the point of a payment portal where PEOPLE CANNOT GET AN INVOICE 3. If I have to take the time to call, email me my invoice NOW. That is the point of email- INSTANT. 4. MedCare is negligent in never getting me an INVOICE SO I CAN PAY SOMETHING I NEVER SHOULD HAVE HAD TO FILE. 5. If my credit score is negatively affected and/or if my account is sent to collections while I AM STILL WAITING ON A COPY OF MY INVOICE THAT I SHOULD HAVE NEVER HAD TO FILE IN THE FIRST PLACE, there will be a very very big problem. FINISH THE JOB AND FILE MY CLAIM. YOU SHOULD BE ASHAMED OF YOURSELVES FOR THIS HORRIBLY INEFFICIENT BILLING "SYSTEM". I am sure this is completely illegal.

  Business response

  09/23/2024

  We have emailed the patient directly with information about her insurance claim. In summary, insurance from time of service was filed, the claim declined by insurance company, and we have sent several statements. We request follow up from patient to sort it out through her insurance company. Internal Ref# given to patient ******. 

  Customer response

  09/25/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I only JUST received one copy of a legible statement THIS WEEK via email after a minimum of FOUR PHONE CALLS, BEGGING, AND HOURS OF WORK ON MY END which I can prove. The note about the claim being filed and rejected by my insurance company is a complete lie which I can also prove. I presented a valid insurance card in your office and you would rather patients give up and pay themselves than file claims. Lazy. Unethical. Illegal. I have a claims history and it’s not on there BECAUSE YOU GUYS NEVER ATTEMPTED TO FILE IT. My visit was for not feeling well. No tests were done. Doctor did not touch me and the total was $255.08. Cash patients with tests pay $99. My insurance absolutely covers sick visits. WORK WITH MY INSURANCE NOW TO GET YOUR OVERCHARGED VISIT MONEY. YOUR BILLING DEPARTMENT HAS THE REFERENCE NUMBER OF THE CLAIM I HAS TO FILE MYSELF TODAY BECAUSE OF YOUR INCOMPETENCE AND LACK OF INTEGRITY. Do better with the next response or my next reports will be to every government agency that covers your company’s corrupt and unethical billing practices. 
  
  Sincerely,
  
  ***** ******

  Business response

  09/25/2024

  This is a copy of the email that was sent to patient. It should clarify how we have exhausted our options to assist her if she is unwilling to reach out ot her insurance company.

   

  "Thank you for bringing this to our attention.  The claim was filed with ****.  **** denied the claim stating the dependent was not eligible and stating they were waiting for a response from the dependant.
  
  Please contact your insurance company to straighten this out.  A copy of your insurance company's explanation of benefits is included below.
  
  In addition, the date and time stamp in our system shows multiple (June, July, August, and September) statements have been mailed. The balance due is $215. 08 because $40 was paid on the date of visit.
  
  Please let me know if I may be of further assistance."

  Business response

  09/25/2024

  This is a copy of the email that was sent to patient. It should clarify how we have exhausted our options to assist her if she is unwilling to reach out ot her insurance company.

   

  "Thank you for bringing this to our attention.  The claim was filed with ****.  **** denied the claim stating the dependent was not eligible and stating they were waiting for a response from the dependant.
  
  Please contact your insurance company to straighten this out.  A copy of your insurance company's explanation of benefits is included below.
  
  In addition, the date and time stamp in our system shows multiple (June, July, August, and September) statements have been mailed. The balance due is $215. 08 because $40 was paid on the date of visit.
  
  Please let me know if I may be of further assistance."

• Initial Complaint

  12/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Company sent my bill to a collections agency when I hadn't received the bill initially. Had they sent me the bill, it would have been paid in full. I have worked too hard to repair my credit on my own and don't want to be harmed by this situation.

  Business response

  12/12/2023

  Thank you for speaking with me, Mr ******. 

  Our team will pull the balance and send a new statement to both your physical address and your email. Have a Merry Christmas!

  Customer response

  12/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20993519, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  01/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went and visited the med care in December they are trying to charge me more than their adversities rate for an office visit. They advertise 140 dollars for an office visit on line. I paid a 100 dollar deductible and my insurance paid the other 40 they sent me a bill requesting 117 more dollars.

  Business response

  01/19/2023

  The amount due on the patient account is based on the contracted rates with his insurance company. We are contractually obligated to follow the insurance payers Explanation of Benefits and bill patients according to how the insurance processes the claim. He should contact his insurance company if he has questions about a bill he has received. The $140.00 rate advertised for self-pay patients does not apply to patients that have insurance. Once we are told by a patient that he has insurance coverage, we are no longer allowed to offer him the self-pay prices or else it violates our contracts with insurance payer. InternalRef#*******. 

  Customer response

  01/20/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  06/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to Medcare urgent care on 04/30/21 for a toenail that had been broken off, nothing was done but washed with saline and put guaze on it, on 05/10/21 I went back because it was infected, and was prescribed antibiotics. The next couple of months I received texts about the bill. I was insured through Cigna and Molina. I gave the info constantly, but someone from the billing dept dropped the ball. I was sent to collections, of which I called cigna and medcare billing to get the claim fixed, and was told by medcare urgent care to file the claim myself. I filed the claim, they gave the wrong diagnosis codes, saying they were out of network and did surgery which is incorrect. Now for almost a year I have been getting the run around, they refuse to hand over the diagnosis codes to cigna, because they know I should have only been responsible for a $20 copay, and because their employee dropped the ball. They would have to write off the amount for not filing in time, but instead they are refusing to turn over my medical info to get the claim processed with cigna. They have called and asked me to provide the claim info that I sent to cigna, in which THEIR staff told me to send to cigna. I sent them the email, and they still haven't processed anything. Even cigna has stated that this is not normal. Now I am in collections for a $455.00 bill, which I should have only been responsible for $20.00 copays for both dates. This is not ok. I know that they have to keep documentated proof of the dozen of phone calls made to resolve this, as well as cigna has documented proof of all the phone calls, and them refusing after an appeal to turn over diagnosis codes. Something needs to be done. This is not ok. I do not have a problem with the urgent staff, its the billing department that dropped the ball, and is trying to come after me for money, ruin my credit, when I had insurance and it was their responsibility to file it, but refusing because they didn't do the right thing.

  Business response

  06/17/2022

  Business Response /* (1000, 8, 2022/06/08) */ The patient has been reached by our Director who is assisting her directly with her inquiry.

• Initial Complaint

  12/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I visited this Urgent Care facility on 10/2. The facility did not file the insurance claim with my insurance under the correct code. I have spoken with the insurance company and they confirmed that the Urgent Care is at fault for coding the visit incorrectly. I have called 4 separate times to have this code corrected and the visit filed with my insurance company. The Urgent Care has not done anything to correct their mistake. I was told the bill would be put on hold until this was corrected but I continue to get bills and text messages about the bill.

  Business response

  01/20/2022

  Business Response /* (1000, 10, 2022/01/10) */ We have been working with Ms. ***** and are waiting on Provider review of the coding. The coding wasn't actually done improperly, she just doesn't agree with it. E. Rose P***** Service Excellence Representative Urgent Care Group Consumer Response /* (3000, 12, 2022/01/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The coding was done incorrectly because they did not code the bill based on my reasons for visiting the facility. The insurance company has confirmed that the provider coded the visit incorrectly. They have barely been working with me. I talked with Wendy, a supervisor, who promised to email me contact information on 1/4/2022 and I have yet to receive that email. I was told the account was on hold but I received another text on 1/6/2022 about the bill. The inability to talk to anyone with this company that is willing to help is so frustrating. Business Response /* (4000, 14, 2022/01/13) */ Codes were updated and resubmitted back on 1/7/2022.

*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. ↩