Complaints

• Initial Complaint

  09/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 9/7/24 Main Street Urgent Care charged my credit card $59.02 for no reason. I contacted them on 8/29/24 because of a text I received from them. The billing person assured me that I had no outstanding balance.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I went to a Main Street location in ************* where I gave my insurance information. The young lady at the front desk kept asking me for my debit card I told her that I have ******** and I never have a copay. She kept insisting that I needed to provide my debit card. Eventually a nurse came from the back and asked what the problem was, I told her what was going on and she agreed that since I have ******** there was no copay. The lady at the front desk then tells me I wont be charged but they need the card on file so I gave it to them. A few weeks later I get a bill for $55.21. I called and spoke to a customer service representative and explained what happened, she apologized and agreed that I shouldnt have been charged. She then says ** going to charge it to your insurance and that should take care of the outstanding balance. She told me to give it a few weeks for the issue to be resolved. I kept getting a bill saying that I had an outstanding balance. I kept trying and now when I call I cant even get an actual person on the line its all automated. The reason Im just now filing a complaint is because on 2/26/24 my debit card was charged by Main Street $55.21 without any warning and overdrafted my account. Now I owe the bank the $55.21 plus a $20 overdraft fee. Im on a fixed income and I can not afford to pay $72.21 for a bill that was incorrectly charged to me because someone didnt know what they were doing. Please if there is any way you can help me resolve this issue I will greatly appreciate it.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Date of transaction 2/29/2024.Date of Money being removed from my account: 3/29/2024 Amount of Money removed from account: ********** insurance paid them upwards of $990+. My insurance paid the price down to $26. I began receiving text messages around/on 3/20/2024 where I promptly tried reaching out to the business location and the number listed on their website to speak with someone about my billing. Nobody ever called back. Nobody ever answered. On the bill provided it stated I got 2 injections and I only received one injection on 2/29/2024. I was a new patient to this clinic as my insurance told me that is where I had to go. One of the injections which was NOT given to me was $1500.00, they charged my insurance this price. There was several different transactions on my account for them for things that were multiples and not singular tests run. Today on 3/29/2024 they took the money out of my account and over drafted my account ($25 overdraft fee) for $124.00 that I now have to pay to get my check cashed from work. I tried to reach out because there was multiple issues and even my insurance said I only owed them $26.00. This company took $98 from me and I want back the entire amount + the over draft fee...for a total of $149.00 as I DO NOT OWE them anything more than $26.

• Initial Complaint

  06/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was seen at the **********, ** MainStreet *********** on 4/4/23. Prior to going in for urgent care, I checked the website which stated they accept ***************** and was assured at check in that they are in-network. About a week after my appointment I received a bill for $129. ******* explained that the office I was seen at was out of network. For almost 3 months now I have been going back and forth with the billing department. They never answer the phone or return voicemails. I have called multiple times per week since receiving my bill and have gotten the run around for months. They assured me countless times that they do accept ******* and theyre working on it. On 5/25/23, a billing **** employee told me they had just received confirmation the day before that they are in fact not in network for tricare, but rather are a non-network participating provider. At least one phone call per week ended with an employee assuring me they would call me back by end of business that day- not once did I ever receive a return phone call. As recently as last week, a different billing **** employee told me they do accept tricare. So either employees are woefully misinformed or they are flat out lying. I finally received a phone call from the billing **** supervisor after weeks of being told she would be in touch. Her response was to offer a payment plan for the bill I had already paid (my credit card they had put on file was automatically charged without my consent) and tell me that they are allowed to bill ******* but copays may apply. She has not returned my call for over a week. I know multiple other patients with ***************** have had the exact same situation- being lied to by the office saying they accept ******* and are in-network, when in fact they are not. In fact, the website still clearly states that they accept *******. I am appalled at the behavior of this facility and the lack of ethics and accountability being demonstrated here.

  Business response

  07/02/2023

  Thank you for reaching out. I've reached out to the Director of Billing to ask for clarification on our contract with Tricare, but we do accept this insurance at all MainStreet *********** locations, and would be happy to follow up to address any concerns. In addition,  I can see in our records that we have issued a refund for your visit. We appreciate you choosing MainStreet ***********. 

  Customer response

  07/03/2023

   
  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

  04/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Following an accident in October 2021, I made a visit here to be checked out. Months later when I received my settlement, I came to my local office to pay what was owed and was told I had a $0 balance. Insurance had kicked in and I was good to go! I called the corporate billing department to confirm and was given the same info. Now, they decided to drain my bank account months later with no warning. I called and they admitted the mistake and said they would mail me a check to right the wrong. Days go by and there's nothing coming so I call back and they said they'd give me a $25 instant refund and work on getting the rest back to me while also admitting they never sent the check that I was promised. That was in February, and for the past six weeks I have left voicemails and sent emails and they refuse to answer or respond. The billing line is never open, it always says to leave a message but there's no use. The people in my local office are great, the people in billing at corporate are not. They have completely black listed me and won't respond to anything. I had a friend call and leave a message on the same line and she received a call back the next day so they're intentionally ignoring me.

  Business response

  05/02/2023

  Thank you for reaching out. We had our billing manager review your account, and while your insurance did cover a portion of your visit, there was a remaining balance of $113.98. In addition, there was a balance on the account of $97.89 from a previous visit on 10/22/21. Our billing department mailed your a statement for the total balance remaining ($211.87) on 2/2/23. Then per our EZ Bill policy, we ran the card you put on file for $125 on 2/17/23. It appears when you reached out our billing team, they did adjust your balance down which resulted in a $25 credit which was refunded to your card on 2/24/23

  Customer response

  05/02/2023

   
  Complaint: 19984269
  
  I am rejecting this response because: I received one statement and when I called I was told $0. I was told by the ************ office and the billing department that it was a $0 balance because insurance had covered it. I was also told in office at the time of the visit that nothing they were doing would incur extra charges beyond my copay. So when I'm going about life thinking I'm squared away and then with no warning you drain my bank account I have an issue with that. I was in the middle of transitioning accounts and didn't have the money in there to cover what you took out. I then had to cancel my card because I thought there was fraudulent activity, a card that I've had for years and have linked to dozens of places and still don't have them all converted to the new one. The issues and inconveniences you've caused are too long to list. And none of this changes the fact that even after all this, the first lady I talked to in billing said insurance had covered it and she was mailing me a check for the refund. She sent me a text with a statement at that point and even then she said it wasn't showing right and that I should ignore any statements I get because the balance was $0. She promised me that it was an error and my money would be returned. I also asked her to notate my account because I was skeptical and she said there's no need to notate it because she was looking right at it and I would have a check in the mail. You can't tell someone they don't owe you money and then take their money without warning. And you can't tell someone you messed up and then go back on it. My family had to do without because of your egregious error. If I truly owed this money, I should've been told from day one when I called and asked and it would've been paid out of the settlement I received that day. This is an error on your part and not something I should be held accountable for. And based on how many different versions I get of what I actually owed, I'm led to believe that this isn't all that rare. Either that or I've got the worst luck in the world with who answered the phone all those times. I tried to do the right thing and pay and was told no, you are good. Own up to your mistake and give my family their money back. It's silly that it took getting the BBB involved to even get a response, I left over ten voicemails and emailed several times and now I finally get a response. Thank you, I look forward to hearing back.
  
  Sincerely,
  
  *****************

*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. ↩