Complaints

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The girl at the front desk in ********** Ga. Is very rude.i made an appointment on line for a follow up appointment requested by the *** at the facility. When I got there the girl at the front desk refused to see me. She would not tell me why she was refusing service to me. I had my paperwork the *** had given me the day before. That same day just in the little amount of time that I was there she refused treatment for 4 other white people. It was the girl at the dest that was making all of the decisions, she was not even consulting the *** she turned them away immediately. I tried to call to talk with someone else when I got home and it appears that she has blocked me from that number. I want to know why I was turned away because it appears that it was racism.

  Business response

  10/18/2024

  Hi *** *****,

  Would you be able to give me the date that you were turned away?  We want to look into this issue and address it with the staff.  Unfortunately, I am not seeing the online appointment in our system.  I do see that you were in our center and seen on 9/19.  We are sorry for this issue and want to dive into this.

  Thank you.

• Initial Complaint

  04/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  These guys are the worst, they denied my service as an asthmatic because of a little frustrations.I called them this morning and their automated system had the option to refill a prescription.Then the lady got on the phone saying they dont do refills and I will need to be seen.I asked why do you guys have that option and youre telling me no.I told them that my pharmacy has sent over my prescription so it can get approved immediately due to the fact I have asthma.The lady gone tell me no again, so I told her thats a waste of money and all yall have to do is approve it.I was so frustrated cause I already cant breathe and youre not trying to make it easy.I got up there made the appointment just for them to tell me that I cant be seen because the lady was uncomfortable. The business is Peachtree urgent care in ************ ga

  Business response

  04/25/2024

  Good morning,

  I am sorry about the confusion regarding our prescription refills.  There are many occasions where we do provide prescription refills.  This relies on the provider, whether we have seen you before and your condition.  But in many cases, the provider will choose to see you.  This is their call as they are concerned for your safety and want to examine you.   

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made an appt online for my son and when we got there the waiting area was completely empty. We were called back after a few minutes and then sat in the exam room for over an hour. I stepped out and asked the MAs how much longer it would be. *********************, who was the provider, was walking through the area as I asked this question and was clearly offended. I was told by the MAs that we would be next. The ** finally appeared about 10 minutes later and spent 10 minutes with my son and then left the room. I was expecting her to return as I had additional questions. Instead of returning one of the MAs returned instead. When I asked if I could speak to the ** again because I still had questions I was told that she had already started another visit. So after waiting an hour, she barely spent 10 minutes and then couldn't be bothered (clearly she was aggravated about my question about the wait time) to return to our room to answer a few questions. I found it interesting that she was in no hurry to get to our room but then very quickly started the next visit and couldn't come back to answer my questions. This was my first and last visit to this "practice." I only went because my son's normal provider didn't have same availability and the ** was swamped. If this is the last facility on earth I will NEV** go back.

  Business response

  04/24/2024

  Good morning *****,

  Thank you for your feedback.  I wanted to apologize for this issue.  I have reported this to the Director of Operations for the ********* center. This is not the experience you should have had. 

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I visited the ****** location on 3/16 after verifying that they were a listed provider through my insurance. I then asked the receptionist if my insurance would be accepted to be sure. I gave her my insurance card and she said unfortunately they did not accept my insurance. Strange but its not a big deal. Maybe I misread something on my end. So I self pay for my visit and move on. Well on 3/29 I receive notice that a claim on my insurance has been approved and I owe the remaining balance due to a copay. I contact my insurance to find out that not only did the provider accept my insurance, but they billed my insurance for the visit after requiring me to self pay. My insurance provider tells me i will have to ask for a refund to be reimbursed but when I contact the ****** location to explain the situation they say its out of their hands and send me to the billing department. The billing department tells me that itll be at least 4 weeeks before I can request a refund due to payment processing and then itll be a few additional weeks before I would receive a check for my refund. 6+ weeks to rectify what seems like a very intentional mistake is insane.

  Business response

  04/01/2024

  Thank you for your feedback and I apologize for the inconvenience of having to pay for your visit up front.  We will do training with the staff member who made this mistake.  If there is any patient credit balance due to the patient after insurance is filed, this is automatically sent back to the patient.  In your case, when you initially called, we had not yet received the payment back from the insurance so there was no credit balance yet showing on your account.  This payment has now been received and posted and a refund has been sent directly to your card.  Please do not hesitate to contact us back if you have any further questions or concerns and we're happy to help!       

  Customer response

  04/01/2024

   
  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

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was visiting ** when my grandson came down with an ear infection. We told the doctor he has a history of ear infections and tells us when he has one. The doctor looked at his ear and said it was 'ear pain' (MISDIAGNOSIS) and did not prescribe the antibiotic that he needed. We left this office and went down the street to Wellstar. He was properly diagnosed at Wellstar and prescribed the antibiotic that was needed. I called Peachtree Immediate Care and asked them to reverse the $175 charge, since the doctor misdiagnosed and I had to go to a 2nd doctor to get correctly diagnosed and treated. They denied the misdiagnosis and refused to reverse the charge. Ridiculous as I provided them paperwork from Wellstar showing them that they had misdiagnosed. Untreated ear infections can lead to hearing loss so it was imperative that he got a correct diagnosis and treatment plan that included antibiotics, which Peachtree Immediate Care was unable to provide. I can provide the diagnosis from Wellstar, but it's unecessary as Peachtree already has it. I have contacted corporate to voice my concerns (no reply yet) and disputed the charge with my credit card (under investigation currently).

  Business response

  03/25/2024

  Thank you for your feedback on your experience.  As per our telephone call, I apologize that you were not happy with the care your grandson received and I will be escalating your account for further clinical review.      

  Customer response

  03/25/2024

  The person that I just spoke with will be taking this to their review board, which meets at the first of the month - April 1, which is a week from today.

  As of this moment, this has not been settled as the $175 has not been refunded to me. 

  Business response

  04/01/2024

  Thank you again for your feedback. As per our telephone conversation on 4/1/2024, I have confirmed that the original payment has been refunded. I again apologize for the inconvenience and glad that this could be resolved for you.    

  Customer response

  04/01/2024

   
  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

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called my Ambetter Peachtree health insurance nurse line and asked about what to do for a health issue. I was told I should get a cat scan and the fastest way would be to go to urgent care (Peachtree Immediate Care in *****) and have them issue an order for the scan. I called the urgent care and made an appointment, went to the urgent care, waited about an hour and then was told that they could not help me. They said that the nurse was incorrect, they cannot will not give an order for radiology. They told me to go to the *** I left. They then sent me a bill, threatened my credit when I didn't pay because I had and lodged a complaint with both them and my insurance. They also billed my insurance about $500 and I had to pay $175 to be sent away.

  Business response

  02/28/2024

  I apologize that you were not happy with the care received and are upset that the provider did not order the test that you were requesting. The provider performed an evaluation, ordered and performed multiple laboratory tests, used medical decision making to determine what further treatment was necessary and gave a referral and recommendations on how to proceed if symptoms returned and warranted further care. The claim was filed to insurance who processed a portion of the balance towards your copay and deductible. Under insurance rules and regulations, we are required to bill patients for any amount an in-network insurance applies towards patient responsibility.  At the time of the initial complaint, it was explained that the charges sent to insurance had been reviewed and deemed to be the appropriate charges necessitated by the services performed. It is always our goal for each patient to be happy with the care received and I am sorry that the visit fell short of your expectations.  

  Customer response

  02/29/2024

   
  Complaint: 21332514
  
  I am rejecting this response because: I was not evaluated for anything. I was told, immediately and point blank that I could not be helped and was told to go to the *** I was FORCED to have a COVID test before leaving because I was told that it was required even though I had absolutely no symptoms of illness whatsoever. If the fact that you made me take a COVID test with no symptoms makes you think that you provided any kind of service is a joke and a scam.
  
  Sincerely,
  
  ***************************

  Business response

  02/29/2024

  For privacy matters, I am avoiding a back and forth on this platform as it relates to the specifics of your visit such as reported symptoms at time of service, which lab tests were performed, the exam documented and the provider's recommendations given. From a billing standpoint, the charges billed and processed by your insurance were correct and appropriate based off of services performed; however, I will gladly escalate this account to our medical leadership to review and confirm whether standard of care was met and then be able to give you further details privately. We will be in touch with the outcome. Also, feel free to contact us directly at ************************************** for a status request.    

  Customer response

  02/29/2024

   
  Complaint: 21332514
  
  I am rejecting this response because: there was no real response given. They continue to make it sound as though I had lab tests and some kind of service, which I did not. I was forced to have a COVID test, again, with no symptoms of any illness whatsoever. I came into the office for the sole purpose of getting an order for radiology and was told they do not give orders for radiology, that the health insurance phone line was incorrect. They told me I would need to go to the ** or another doctor.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Peachtree Immediate Care on 12/30/23, to see provide was sent there by ***** to get check outed for my illness. All my medical information was changed. When I receive my paper after the visit, The weight, height, mental health screening all information was incorrect. I contact location about the change and manager said she would getback with me with update and the next step but as of 1/22/24 I haven't heard from anyone at location. I have been trying to call and all I get is recording, no callback and no email. ******* I talk to also said she found original paper work that I filled out was going to forward to her maanager and I ask for amendment that was also not received.

  Business response

  01/23/2024

  The patient was able to be located in our data base. A call was placed, and a voicemail was left for *********************** to return call to rectify the issues of concern.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I went to this immediate care over 2 years ago and have paid them numerous times. However, they still keep sending me bills without any explanation of what theyre for or why I have already paid at least 3 or 4 times in the past. Either theyre not crediting my account, or theyre hurting for money and are just trying to overcharge people for free money. Each time Ive paid the money has come out of the bank account. This was literally just a doctor **** without any special imaging or labs. I got a sick note from work and a script and thats the only time I have ever been here. This is ridiculous and I want to know what is going on?!

  Business response

  12/28/2023

  The statement provided shows that the amount due is for a visit on 11/1/2021 where your insurance gave a contractual discount of $46.93 and applied $169.36 towards your deductible.  Our records show that this balance has only been paid one time with a check being received on 12/19/2023, resulting in $0 balance on your account at this time.  If this has been paid previously, please email us the records showing the payment to ************************************** and we will be happy to research this for you.    

• Initial Complaint

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Went to the ********** location of Peachtree Immediate Care. Tests show a respiratory bacterial infection. I got a call with the results from another of their clinics 10 days after testing. Still waiting for a prescription.This clinic does not have enough medical staff to handle the patient load. Doing a disservice to their patients.

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to Peachtree Immediate care for an illness while out of town. Asked if they were an in-network provider for my insurance and was assured that they were. Received notice of invoice after insurance for almost $300 after they collected $150 from my insurance. Not only is this excessive, but the original invoice was for over $740 dollars. The office visit portion was billed at $492. The balance of the medical tests (flu, covid and strep) was only $25. It is this ridiculous amount for the office visit that is the issue. I did not see a surgeon, I simply saw an on call doctor. When I called to try to resolve the issue, I was told that there was nothing to be done. This amount for a simple exam is outrageous and I refuse to pay this when their published rate for uninsured is $150-$175 including test.

  Business response

  11/22/2023

  Thank you for your feedback. I have verified that your claim did process in network. Due to the high deductible plan that you have, your insurance applied the balance towards your deductible.  Your insurance give a contractual adjustment and determines the amount that is allowed for each individual service based on their contracted rates. We do have a self-pay price that is offered for patients that do not have insurance and choose to pay at the time of service; however, if an in-network insurance is filed, then we are obligated by payer contracts to hold the patient responsible for the amount allowed by their insurance. In addition to being offered a payment plan to avoid having to pay the balance all at one time, I will also have someone contact  your insurance to verify that the claim processed with the appropriate allowable amounts and to see if you have different urgent care benefits that can be enacted. We will contact you directly to discuss specifics.  

*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. ↩