I have never been to a cracker box location like this before in my life. These people don't care about you. I've spent a month trying to coordinate a health care specialist with them but everytime they refer me to a doctor i call to make the appointment and it's not in network. I had my insurance company call innovative primary care directly to provide a specialist in network yet innovative primary care tells me they are not in there network. Not sure how that is if my blue cross blue shield agent called them directly to provide the doctors names and information.The response and follow up has been minimal on there end and when i do call frustrated with the service i am told they have other patients, Well hey i've been waiting to be seen by a specialist for over a month now. Care providers should be better than this and the staff that sits in front should be doing more than joking around and start utilizing their time better to serve patients with scheduling needs. The 2 times i have been in the facility i was not impressed. I do not and will not recommend this place to anyone. Not only do they provide insufficient service they are liars too. Read there comments on my google review stating I didn't have insurance these people are a pathetic establishment and will blatantly lie to try to protect there own negligence. I had insurance yall just can't do your jobs correctly. None of y'all especially whoever responded to my google review should be employed in a medical setting. read more

I can't recommend this doctors office enough! From the super sweet and understanding staff at the front desk to Dr. Shannen (spelling?) himself, I was treated so well here despite not having insurance. I haaaate going to the doctor's office, but this place has really helped me get over that. The doctor wasn't pushy on expensive medications and suggested lots of over the counter medicine for my eczema. I will be coming back here if ever needed in the future! read more

If i could give this place zero stars. I brought paper work from EFMP's office for dr John to do some corrections. He refused to do it, because he was doing a procedure. Initially i had already paid about $250 for this form to be filled out and all we wanted now was corrections. Dr John's wife told me that since i was a nurse, i should do the corrections myself, and put dr John's initial and take the paper work back to the EFMP'S office. That was so UNPROFFESSIONAL, CRIMINAL, AND FRAUDULENT. And the nurse supported what she said. So i can imagine the fraudulent things they do in this clinic. read more

My daughter has medicaid and we were still charged from this urgent care. Their billing department stated that it was due to medicaid saying we have a deductible we have to meet. Called the insurance and they said they paid Innovative the agreed contracted amount and since they do accept medicaid they should not charge the patient for any additional cost. But Innovative charged my daughters Debit Card anyways and she was not able to make an important payment. Now she is going to have late charges. Very disappointed will not be using the urgent care again. read more

I went in due to an auto accident causing me to have a lot of back and neck pain. Everyone at this location were very friendly and respectful. Dr Schanen was also very understanding, provided great tools, and information to help reduce my pain at the time and for my future. read more

The service isn't terrible in person. The doctor got most of my diagnosis correct, however when I got a sinus infection before I trip and I came in before it got really bad, he sent me home without any medication, only when i came back three days later and a day before an important trip did he concede "oh you have a sinus infection" NO KIDDING, glad I have to fight it on the airplane tomorrow. Additionally they ALWAYS bill me wrong. I pay my copay up front, my insurance covers the rest. However without fail they send me a bill for the copay again. the number is not listed on the bill which is frustrating and its disappointing they are trying to rip me off. I didn't realize the issue until my wife pointed it out and I realized I had double payed multiple times. I called the office today and got my most recent duplicate bill dropped, and they did it begrudgingly and when I brought up past bills and issues the secretary played (or was) dumb to the entire issue. If you have to use an urgent care this is the best I have found but thats not saying much. read more

Ever since my second GP visit where I asked a question about leaving my card on file, the staff and doctor continuously harass me about my one question. I have a card on file and choose to pay with my other debit card today. I was asked by (3) staff members if I wanted to remove my card on file and just pay cash and bypass my insurance which is over $150 and I only have a $30 co-pay. I just wanted to use the card I had in hand. After waiting an hour and a half, the doctor enters and begins to ask me about the stored card. I tell him there's no issue, I just like to pay with the card in my hand. He further pushed asking why I sent a portal message. The message was sent after my first appointment and before the second appointment. Since I didn't receive a response to my portal message, I asked about it during my second visit which caused the entire staff- the doctors family; to become extremely defensive. Honestly, if the signed policy had said it was mandatory to keep a card on file to use commercial or employer insurance, I wouldn't have asked about it. Instead, the policy I signed just said that I could opt to do so, and I could remove the card at any time and any amount insurance did not cover, I would be billed for the remaining amount. But when I did ask to have the card removed, I was told I could not use my BCBS insurance and had to pay everything entirely out of pocket and the doctor spent 30 minutes explains things after his wife came in and was very rude and unprofessional. If they had read my portal message within a week it was sent, they would've seen it before my follow up and could have just responded via email and all this could have been avoided. I got crappy service today because this family owned business doesn't check messages, makes assumptions, and are extremely defensive. It's a shame because they are so close. read more

To call Dr. Schanen and his staff extremely helpful would be an understatement. They are incredible! I was impressed by the office's efficiency and the doctor's knowledge. It is obvious he genuinely cares about his profession and patients; He takes his time, asks lots of questions, is super easy to talk to, and I never felt rushed in the slightest. One of the coolest aspects of his practice is once you are an established patient you can communicate with him via telehealth, Internet video or through a super convenient mobile app. - I had no trouble getting fast/same day appointments, and he excepts walk-ins. I would strongly recommend​ him to family and friends. read more

It seems that the Medical Director and owner cares more about his insurance reimbursement than patients. When asked if he could help with a rapid COVID test to get a BISD student back in school after an exposure, even though the student was completely covered by many insurances (and had been seen this Bandera Clinic) in the past, the insurance coverage was refused. Not because they wouldn't pay (and I am using Dr. Schanen's very words here) but "because the insurance reimbursement system sucks". When asked if he could be quoted he stated "I want you to put it out there!" "I want you to put it out there!" He became verbally upset when questioned, even to the point that we had to say to have him call us back when he "calmed down". He never did call back yet. This clinic is one of only 2 options in Bandera County, and honestly I expected a lot better from a "local small town" Dr. I was wrong - this isn't a small town Dr, but a part of a larger network from San Antonio - - and this is a satellite office and Dr. Schnanen in the past was very nice to the students and seem to care but he falls flat in this case now the student wont' be able to get a rapid test which the school will accept - - he has to wait days for the regular test which makes his delay back to school even longer - and that isn't displaying care for the patient, but for the "it sucks" financial rewards he benefits from. Why be insured if no one will accept the insurance (as they have in the past). Cares more about the $ than the patient at least that is how it was perceived. No call back or referral at all. read more