Complaints

• Initial Complaint

  02/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I had a covid test done in August 2020. This is when testing was free and was done in a drive-by style. I was not asked for insurance information or any payment when I had the test done. In July 2022 I received a bill for $195.00. $75.00 was for the covid test and $120.00 was for a new patient office visit. This was first billed to me TWO YEARS after the test, and I did not have an office visit as it was a drive-by test swab. My wife called the billing department today and explained that I had insurance and would have provided that information if asked at the time of service. She was told it is now beyond the period they can file a claim. However, if they had contacted me sooner, I could have provided the insurance information for billing. She also explained to them that per CPT coding, a new patient office visit includes taking a medical history, performing a medical exam, and medical decision making. None of these elements were performed making this an invalid and fraudulent charge. The billing office told us there is nothing they will do about the bill.In summary, I first received a bill two years after the service. I had medical insurance at the time but my insurance information was not collected. I was billed for a service (new patient office visit) that I did not receive per coding guidelines. I would like these charges to be written off since they should have been billed to insurance. I have uploaded a copy of the most recent bill received from this urgent care facility.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 24, 2021, I went to Quality Urgent Care to take a test . I was quoted $200 for the test which I paid using my credit card. The provider did not mentioned any additional charges . Recently, I received an additional bill of $380. Therefore, it would cost approximately $580 to take the test. If I was quoted the approximately amount, I would not have use their services.

  Business response

  08/01/2022

  ---------- Forwarded message ---------
  From: Info <info@quality1urgentcare.com>
  Date: Fri, Jul 29, 2022 at 3:21 PM
  Subject: Complaint ID ********
  To: Dispute Resolution Team  <drteam@mybbb.org>
  

  
  

  Hello,

  Patient requested services that required both in-house and outside lab testing. We advised the patient at the time of service that he would receive a separate bill for services provided by the outside lab. We also contacted the patient an advised that he would have to speak to the ***** laboratory regarding any billing. He has a $0 balance with Quality First Urgentcare. ***** is a separate entity.

  
  

  Thank you, 

  Quality First Urgent Care

  Customer response

  08/01/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because this is not true.  I was never told about a 3rd party and that I would receive another bill. The correct procedure would be for  your company to provide written information on complete billing .  Business is not conducted verbally.  The company is being dishonest . 
  
  Regards,
  
  *********************
  

• Initial Complaint

  05/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a "free" community COVID test on 3/16/21 at a ****** County Fire Station. I provided my insurance information at the time of service, and multiple times since then in writing and verbally with their billing department. I thought the issue was resolved. I now received a statement dated 5/23/2022 once again requesting a balance of $400.

  Business response

  06/12/2022

  ---------- Forwarded message ---------
  From: Info <info@quality1urgentcare.com>
  Date: Fri, Jun 10, 2022 at 11:30 AM
  Subject: Complaint ID ********
  To: Dispute Resolution Team <drteam@mybbb.org>
  

  
  

  Hello,

  This message is in response to complaint ID ********. We contacted the patient and resolved the issue before the complaint was rcvd.

  
  

  Thank you, 

  Quality First Urgent Care

  
  

  Customer response

  06/12/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I have not received a statement indicating a zero balance. I was told before that they had fixed my information, only to receive a statement with an outstanding balance. I will not believe that they have fixed the problems on their side until I see a zero balance statement and an EOB from my carrier
  
  Regards,
  
  *************************
  

  Business response

  07/05/2022

  ---------- Forwarded message ---------
  From: Info <info@quality1urgentcare.com>
  Date: Tue, Jul 5, 2022 at 12:34 PM
  Subject: Re: Complaint ID ********
  To: Dispute Resolution Team <drteam@mybbb.org>
  

  
  

  Hello,

  This claim has been resolved, receipt showing $0 balance was mailed to the patient.

  
  

  Thank you, 

  Quality First Urgent Care

• Initial Complaint

  03/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I went to Quality First with my family on 12/12/2021 for a COVID-19 test before we traveled. We were informed you either had to present your insurance card or pay a fee of $200 if you do not have health insurance before you can receive the COVID test. I presented the health insurance cards for my wife and two children and informed the Quality First representative that I did not have health insurance and would pay the $200 fee in cash. I paid the $200 fee in cash, the Quality First representative informed me he was having issues printing the receipt. I informed him to not worry about it since it is mandatory to pay before you receive the COVID-19 test. My family and I all received the COVID-19 test. To my surprise I received a bill dated 3/12/2022 to pay $200 I had already paid and the only proof I had is the policy of payment before service.

  Business response

  04/27/2022

  ---------- Forwarded message ---------
  From: Info <info@quality1urgentcare.com>
  Date: Wed, Apr 27, 2022 at 10:08 AM
  Subject: Complaint #********
  To: drteam@bbb.org <drteam@bbb.org>, drteam@mybbb.org <drteam@mybbb.org>

  
  

  Hello,

  This message is in response to complaint number ********. We have reviewed this patient's account and found that he was charged two times resulting in a patient responsibility. This was an error on our end. We have updated the account and the patient now has a zero balance. We apologize for any convenience this may have caused the patient.

  
  

  Thank you,

  Quality First Urgent Care
  

  
  

  Get ******* for ***

  Customer response

  04/27/2022

  [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 is satisfactory to me. 
  
  Regards,
  ***** ***
  
  

*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. ↩