I should at least give them 2 stars because the on-site staff was quick to see my son and get us out with some antibiotics.

Pay $120 or we can't see you Lindsey, D. the Physician Assistant I saw was very nice. Unfortunately my visit was terrible prior to going back to see her. I booked an appt. at the Urgent Care located at 4726 Lebanon Pike Hermitage, TN for a COVID test. The front desk clerk asked me to fill out the required checkin forms and also informed me of my $45 dollar copay. The copay was no surprise since my insurance card states I have a $45 copay for Urgent Care visits. I provided my insurance carrier and information so that my insurance could be billed for the visit. Once my paperwork was submitted the front desk personnel informed me I missed a form that had to be completed. The missed document was the Secure Pay enrollment form. I was told the form was required in order to authorize Urgent Care to hold my credit card on file. I told the front desk person I did not wish to leave my credit card on file. I was willing to pay my copay and be billed for any charges my insurance did not pay. I was then told I either had to leave a credit card on file or pay $120 for the visit even thought my insurance would still be billed for the visit as well. I asked the front desk clerk for a copy of the policy stating I had to leave my credit card in file or pay $120. The front desk clerk stated she did not have the policy but her manager would be there in 20 mins and could provide the policy. Area Manager Ramona showed up giving me Secure pay policy ID 10.14. The policy objective states it is in place in order to decrease the amount of write-offs related to uncollected patient balances through increased patient collections, while reducing collection efforts. The policy states "it is the policy of Urgent Care to ATTEMPT to receive authorization from each patient to maintain a credit/debit/hsa card on file to charge for remaining patient responsibility balances" The policy says it is an ATTEMPT to get a credit card on file, Ramona told me my options were to either pay the $120 which is more then my copay or leave a credit card on file or they could not provide me with services. I told Ramona I didn't even know how much my services will be, do they have a charge master so I have an idea and understanding how much certain services cost (again I was there for a COVID test). There should be a charge master that states how much a COVID test cost. What if the payment is over the amount I owe once my insurance is billed. Ramona said we won't know how much I owe until after my visit and if I overpaid for the visit I would be mailed a check for overpayment. At this point I involuntarily paid the $120 because I was not comfortable leaving my credit card on file and I was told I had no other option. I was extremely frustrated by this interaction and felt my right to pay options, and my No surprise billing rights were being violated. There was no indications what I would be charged and how the $120 would be applied. Since the amount is over my copay I don't know how it will apply to what is owed. I felt I was bullied to pay more for a service before ever receiving an EOB. I felt this is a bully tactic to reduce their uncollectible quota not giving me a chance to receive my EOB explaining how benefits are applied and what my remaining balance would be via bill, then giving me an option of how to pay. I have never been told by any other care facility that I had to leave a credit card on file or not gain services. After paying the $120 I asked about paying the copay since they first asked about that amount which was $45 and since my insurance card states I have a copay. Ramona told me don't worry about the copay I just needed to pay the $120. Again I have been to many care facilities including other urgent care facilities and have never heard of such an absurd policy. Needless to say I will never seek services from this establishment again. Ramona was quite condescending in her responses to a patient seeking care and trying to understand my payment responsibilities. When I asked how I would receive my funds back if I overpaid. She said there was no policy and it's should be common knowledge that if I overpay I will receive a check. I will be patiently awaiting my EOB. Hopefully it will give me, the actual person paying, a better understanding of what I paid for. read more

This place is a stone's throw from where I live so I was really excited when it opened. On top of convenience, Urgent Team is open on weekends which is hard to find in an urgent care clinic. They also offer rapid Covid testing, another hard-to-find service (and one I was hoping not to need). My first visit was a few weeks ago for a minor medical issue. I was able to get what I needed and get in and out in about 20 minutes on a Sunday afternoon as a walk-in patient. My second visit was this week for Covid testing. I got a call that I was exposed at work and that I could not return to work until tested. I ended up at Urgent Care when two other testing sites refused to test me because I was not showing symptoms. Urgent Care will test you if you have been exposed, but you will get the PCR test and not the rapid test unless you are showing symptoms. The PCR test results are back in 1-3 days and the rapid test is back in 15 minutes. Because UC seems to be one of the only places that will test you for exposure only, they are BUSY. Be prepared to wait hours for Covid testing. I had a 5 hour wait as a walk in. They do have a "hold my spot" option on their website, so you can try that instead of walking in, but when I checked, there were no spots open for 5-6 hours anyway. Also be mindful that when they reach capacity, they have to start turning people away, so go as early in the day as you can! Finally, remember that the recommendation is to quarantine for 14 days after last exposure, even if you test negative. read more

Okay , mind you i never ever ever leave bad reviews anywhere, no matter how bad my experience. But this place is ridiculous. so I only ever keep going here because you're able to make an apt which sounds like it's beneficial, but you're still usually here for a very long time. Which whatever, most urgent cares you're there for hours. Our last visit we experienced the rudest front desk lady I'd ever seen, she was this little old lady who just was so rude. We complained about her that day, they apologized. But today, I'm really really sick. Like sicker than I have been in a long time. So I went in, the doctor wouldn't even talk to me because she said she listened to my lungs and I have no fluid in them? So she wouldn't do any further testing because of that. Mind you I feel incredibly congestion, which it may just be head congestion I guess but I'm DROWNING. In mucus. She said "you sound really short of breath, I'm worried about blood clots so you need to go to the ER" ummm what? They wouldn't do any testing before she came to this conclusion. No Covid test, no flu test , no strep test. Just decided it's probably blood clots because I'm 9 weeks pregnant. Im short of breath because I have asthma and I'm sick. My obgyn encouraged me to go to urgent care when I told her I was sick, and she said they can call with any questions on what is safe to prescribe me and all that stuff because their practice doesn't test for Covid, flu, etc. but they just rushed me out the door. It was almost like they didn't even want to deal with me it was crazy. So now I used the tiny energy I had to go in, it was a waste of time , and I'm still just dying and sick. Will not be returning here. read more

I'm a health care worker in need of being tested. They told me it would be a five hour wait. The five hour wait turned into seven and a half and I'm still waiting. They are not able to give me any kind of an update or tell me where I am in line. Someone called over an hour ago to verify a few things and said it would just be a short wait longer, but here I am still waiting. While I appreciate that they are offering the rapid testing, there has to be a better system of not stringing people out for hours at a time with no updates available. Also, the worker inside at the front desk is not wearing a mask. Update- just got inside after about 8 hours of waiting, only to be told that they couldn't do a rapid due to my sinus symptoms being more than 5 days old, despite the headache being new. They offered a PCR test that could take up to 10 days to get back. I needed the test by Monday for work and to be able to go to a follow up for my recent surgery. Seems like they should make the screening criteria very clear for a rapid before making people wait 8 hours. The person that was to do the rapid didn't have the best bedside manners. The NP who came in after the first person stormed out of the room was friendly and cooperative. The Regional Manager apologized but didn't seem too concerned about fixing these issues. read more

Never again. These urgent care places are absolute scam artists. To start the office receptionist was on her cell phone and was incredibly rude. She acted like I was bothering her by coming up to the desk for my appointment and interrupting her phone call. Then when I got back into a room I was there for all of 10-15 minutes and they billed my insurance $600 just for the time. All of the tests they ran for my sore throat they billed separately. So that $600 is strictly for 15 minutes of time in which they couldn't tell me anything useful. Just "we're not sure what it is... give us $600". On top of all of that I told the doctor 3 times I knew it was not Covid before I've had it before and I did not want the test, and she insisted I still got the test. And then they charged me for that too. Don't come here unless you're looking to get scammed out of an absurd amount of money for no help. read more

Stopped by because my father in law had an issue with his eye. They receptionist was rude and unhelpful (watched as he tried to fill out the tablet struggling to read as his eye is injured). Super disappointed with how they treated someone obviously struggling and in pain.. proof they care more about the $ than the well being of patients. Do better urgent care read more

Absolutely useless. COVID test will be considered an 'urgent care' visit and will bill your insurance as an ER visit. This is not indicated online. Created an appointment online for 12:40. Walked in, was not greeted at all. Woman behind the counter said nothing until I said hello and she, without looking up, asked me if I made an appointment. After informing her I checked in online, she stated there was 5 people ahead of me, who were ALL WALK INS. I was on break from work so I just left. I will never ever bother with this useless provider. Blonde woman at the front needs to be fired. read more

The staff always takes time to explain your uncertainties and listen to your concerns. I recommend Dr. Colson wholeheartedly. Her recommendations have absolutely changed the way I take care of myself. read more

My husband had a wound on his leg that needed to be looked at. They got us in within an hour or so, which was way better than the other urgent care clinics in the area. Josh, the Nurse Practitioner, was awesome! He was quick, straightforward, efficient and knowledgeable. The nurse and front desk clerk were great as well! Highly recommend! read more

The nurses and staff were so friendly and made my covid test experience as pleasant as possible. They were very informative and helpful. I had made an appointment and was in and out within 20 minutes. Great experience!!! read more