Complaints

• Initial Complaint

  09/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Place of business is trying to double charge me for 39.00 . I paid in cash for the initial visit. Business stated they could not do a physical unless patient paid upfront. We paid upfront July 12 2024. Business sent me a bill for this amount because they claim to not have proof. The billing department stated they don't see I paid,but the front desk stated I did pay but they could not bring me a receipt. I feel like whomever took my money stole it. The business will not do a physical without the money upfront,so how did we get to see Dr. ,if we didn't pay?? It's their policy and now they are trying to get 39.00 dollars from me again and they sent it to collection.

  Business response

  10/10/2024

  Good Morning,

   

  In review of this account.  The balance in question 39.00, for date of service 7/12/2024 has been adjusted off of the account since 9/30/2024. So there is no longer a balance for this date of service.  A billing supervisor tried to reach out to Ms.******* on 9/23/2024.  The call was either rejected or not answered at the number available for the account.  

• Initial Complaint

  09/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was seen at this urgent care and paid with insurance and my debit card. After receiving the explanation of benefits I noticed I over paid. I called the clinic and was told that I did have a credit on my account and I asked to have that credit refunded. I was told to contact the business office which I have several times with no return call or refund. I called the clinic back and again asked for my over payment to be returned and was told that I would have to again call the business office. I explained the situation and was told that they normally hold it as credit for if I return for service. I told her I don't live in that town and would like my over payment returned. She said to call the business office. I have given plenty of time for a call back to resolve this issue and have not heard back. I would like the overpayment returned and make people aware of this shady business practice.

  Business response

  10/17/2022

  Business Response /* (1000, 5, 2022/10/04) */ Upon receipt of this complaint, we pulled this account back from our contracted billing company for review. It was very clear that an over payment refund was due to the complainant and the account had not been worked in a timely manner. We contacted the complainant and processed his refund due to him last week. We regret that this unacceptable situation occurred and we thank you for bringing it to our attention so it could be resolved.

• Initial Complaint

  07/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  To Whom It May Concern: I received a statement dated February 18, 2022 from HealthCare Express for services dated July 24, 2020 in the amount of $954.00 (account #XXXXXX). Timely billing is required in the state of Texas and health care service providers must bill no later than the first day of the 11th month after the date of service. (Texas Civil Practice and Remedies Code, Chapter 146) I have spoken with the Texas Department of Insurance who verified I am not responsible for this bill. I called the billing office and spoke with *** on February 28, 2022 at 1:45 p.m. *** acknowledged that the statement was sent more than 11 months and one day after the date of service and that the account would be changed to reflect a zero dollar balance with no adverse effect on my credit. She further stated that I would not receive any additional invoices. She stated that the insurance company of the at fault driver in the accident that precipitated this visit was billed in late 2021 (also more than 11 months after the date of service) and the insurance company reported the claim was closed so they billed me at that time. I have continued to receive statements monthly since that time and have spoken with multiple representatives about this issue. On My 25, 2022 I spoke with a supervisor who stated that they will not dismiss the charges despite the fact that I was initially billed 19 months after the date of service and have been previously told by their office that the account balance will be changed to zero. I have attempted to resolve this issue on my own without success. This week I received a notice stating they are sending my account to collections. My family has been to this facility multiple times and our account has always been paid in full in a timely manner. I hope you can assist me in correcting this billing error.

  Business response

  08/31/2022

  Business Response /* (1000, 9, 2022/08/26) */ We tried to reach out to Mrs. ******** and have only been able to leave her a voicemail. I would like you to know that we did look into the account immediately after reviewing this complaint and Healthcare Express has concluded to adjust off this balance. We did also make sure that no additional collection efforts were or will be made. If you are in contact with Mrs. ******** before we have been able to speak with her, please have her reach out to our CFO, ****** ********* (903-791-9355 x 1040) so we may speak with her personally and let her know that this account has been resolved as it should have been upon her initial call to our billing company. Thanks, ******* **** HR Director Consumer Rebuttal: I spoke with Amanda *********, CFO of HealthCare Express, on Thursday and she has completely resolved the issue. I so appreciate the BBB helping me address the situation and am thankful for Ms. *********'s kindness and professionalism. I look forward to using and recommending their clinic in Paris. Best regards, ****** ******** 3601 Richmond Rd Texarkana, TX XXXXX

*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. ↩