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Fair Lakes Urgent Care Center

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Fair Lakes Urgent Care Center Reviews (1)

Review: On 8/26/2014, I visited Fair Lakes Urgent Care Center and received medical treatment. Upon checking out, I was charged $750, even though I provided them with my insurance information. The provider assured me that they would contact my insurance company, and refund me if there was any over charge.

On 9/20/2014, I received Explanation of Benefits (EOB), which stated that my responsibility to provider is $229.16. Since, I contacted Fair Lakes Urgent Care Center multiple times and asked them to issue a refund. However, I was disappointed that they came up with many excuses not to refund me. They first claimed that they did not receive the EOB from my insurance company. When I contacted my insurance again to confirm that they had mailed the EOB to the provider. Then I contacted Fair Lakes Urgent Care again. A supervisor named Cathy promised that she would look into the issue and call me back in 24-48 hours. I waited for a week, and never received her call. At this point, I contacted my credit card company to dispute the charge.

After my credit card company started the investigation, Fair Lakes Urgent Care finally agreed to issue me the refund. On 10/16/2014, they called me and told me that they had put the check in the mail, and that I would receive the check in 1-2 days. I waited another week, and still did not see their check. When I called Fair Lakes Urgent Care again again, they said after the check was mailed, they had no control any more. They could not provide any proof that they mailed me a check.

My complaints about Fair Lakes Urgent Care are as follows:

1) Poor business knowledge. They didn't seem to know the insurance claim process. Since I had insurance, they should have filed a claim with my insurance before billing me the entire amount. When I contacted them about the over charge, they claimed they never received the EOB from my insurance, and that there was no over charge. They didn't seem to understand why there was an over charge. In a follow up letter from my insurance company, they are reminded that "as stated in your participation agreement, you may not bill the member for any charges above the patient's responsibility".

2) Very poor customer service. During my interaction with Fair Lakes Urgent Care about the over charge, they came up with all kinds of excuses to delay the refund -- person responsible is not available; couldn't find the EOB; didn't hear from insurance. They also made false promises that they couldn't keep -- failed to call me within 48 hours; failed to issue refund in promised timeline.

3) Fair Lakes Urgent Care still owes me a refund of $520.84. Up to now, they have kept my money free to 2 months. I still have not received any refund. It is very irresponsible of them to say that once the check is in the mail, it is out of their control. After hearing so many lies from them, I even suspect whether or not they truly mailed me a check.Desired Settlement: Fair Lakes Urgent Care should issue me a refund of $520.84 in a timely manner. Any further delay is unacceptable.

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Description: Physicians & Surgeons - Medical-M.D.

Address: 12713 Shoppes Lane, Fairfax, Virginia, United States, 22030

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