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Mark G.Austin, TX14840643Jan 10, 2019Good marks for getting in quicker than promised, with good text update communication. Pleasant and courteous staff. Modern and well-maintained facility. A "just so" review here is probably the result of me getting such stellar care elsewhere.
As I said, everyone was pleasant and courteous, but honestly I felt like I was getting the medical B team. I penned some detailed petty gripes on that count but edited them out because I am not a medical professional with an opinion worthy of consideration here. Instead of trying to play doctor let me offer this: The exam room had a flatscreen TV. It was playing some redneck reality show showing people skin and butcher the game they'd just shot.
I'll let that stand as a symbol of my overall impression.
I received the diagnosis I expected and the treatment I expected but I'd remind my friends and, well, anyone who'll listen that "urgent care" is by definition not a first choice option, and MedSpring cannot be expected to make it so.
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Chris D.Austin, TX57278Dec 24, 2020I wish I could give 0 stars. Walked in and there was nobody waiting and nobody in any of the rooms. Asked about a flu test, she said it was $150. Got checked in and in a waiting room 30 minutes, got the 15 second test, waited another 30 minutes. When they gave me the results the lady walked in, said one word, negative, and handed me the paper to take and walk out - no other conversation about what could have been causing symptoms. Went to pay and it was $215. The same lady then told me the A+B test was more and that's what they gave me (was the first mention of the two tests).
Classic business that makes a killing with poor customer service.Helpful 1Thanks 0Love this 0Oh no 0- Greg C.Austin, TX01Aug 8, 2021
Avoid this place !!! They are out to scam the public, and ONLY care about $.
They charged me -- against all prior promises and indications before I was there -- for a "Doctor's Visit" when I went to get a rapid Covid test. Then, they twisted the facts and truth, delayed, deflected, and played the victim to keep from refunding the co-pay of $45. I've warned MANY people about this place over the past year, and will continue to do so for many more until they do the correct, moral, good, and decent thing ... refund.Helpful 0Thanks 0Love this 0Oh no 0 
Blake B.Austin, TX1641Sep 19, 2018Very, very long waits, even when there is no one else in the lobby. This used to be the closest urgent care place to my home, so I went there mostly out of necessity. It's hard to find time to go to the doctor when you work 9 to 5.
Almost every single time I went in, this is what happened:
-Spent 30 minutes waiting in lobby
-Spent 45 min to an hour waiting in an examination room for the doctor to show up
-Several random 15 minute waits in between the nurse leaving, coming back. Doctor leaving and coming back. Just seemingly random long waits.
The doctor seemed like she really didn't want to be there and wanted to just rush me out the door ASAP to avoid actually doing any work. Additionally, a nurse who was on rotation here once forgot to give me the correct antibiotics. Not good.Helpful 4Thanks 0Love this 6Oh no 0
Michael B.Austin, TX42934Aug 29, 2019Updated reviewThe various Medspring locations never do better than 3 stars on Yelp, but if you go to Medspring's website, they'd have you believe that their reviews average 4.8+:
https://medspring.com/reviews
Bald-faced lies don't inspire confidence.Helpful 0Thanks 0Love this 0Oh no 0Business owner information
UM U.
Jul 14, 2017
Hi Michael,
We apologize for missing the mark getting this addressed for you. Our director of operations reached out to the patient yesterday and spoke with him about his experience. I've also asked our customer service manager to contact you regarding your insurance and billing concerns. Again, we are very sorry for this delay in communication.Sep 12, 2017Previous reviewJust got a call from an incredibly clueless Medspring rep. He wanted to talk to me about the Yelp review but had only a vague understanding about my complaint, so I asked if he'd actually read the review, and of course he hadn't. I asked why not and he said he wasn't given a copy of the review. I kept asking why he didn't go read the review and he kept repeating that he wasn't given a copy of the review. I said, "Look, I know that nobody handed you the review on a silver platter, my question is, why didn't you GO LOOK UP THE REVIEW so you'd have some idea what my complaint was about?" He said he didn't have access to it. HE DOESN'T HAVE ACCESS TO THE INTERNET?! I asked and he admitted he did, but then said that only managers have access to reviews. No, I explained, Yelp is available for free to the entire planet. I finally told him there was no point in talking with him if he didn't even know what my complaint was about. (He was obviously clueless and certainly wouldn't have any power to act on it, even if I could get him to understand it.) He said okay, someone else will call me then. I tried to ask whether that person would bother to read my review before calling, but he'd already hung up on me.
Sep 6, 2017Previous reviewI agree with Ria, below: Medspring posts replies here so everyone *thinks* they'll be reaching out to their unhappy customers, but Medspring doesn't actually do so. I dutifully PM'd them my contact info as they requested, but now, nearly two months later, I haven't heard from them at all. Insult to injury.
Jul 14, 2017Previous reviewSUMMARY:
(1) They don't honor network pricing on insurance, unlike nearly every other provider we've ever used.
(2) Customer service agents lie, don't listen, and are generally incompetent.
DETAILS:
(1) Our insurance doesn't cover most out-patient services, but almost without exception, nearly all the out-patient providers we've seen for the last several years honor the insurance company's "network pricing", which provides a discount over the full charge. After all, if a provider is willing to accept $x as full payment from an insurance company, they should be willing to accept the same amount from us. But Medspring is pretty much the sole exception, refusing to honor the network pricing that nearly everyone else does. Even so, that alone wouldn't have motivated me to write this review. It was that PLUS:
(2) The agent I just talked to in the billing office lied, didn't listen, and was generally incompetent.
(a) He said it's "up to the insurance company" whether we get a discount. This is a bald-faced lie. Providers' hands aren't tied, they have the ability to honor the network pricing if they choose to do so, and NEARLY EVERYONE ELSE BESIDES MEDSPRING DOES, which I'd already explained to him.
(b) He said there's a [tiny] prepaid discount if you pay at the time of service instead of going through insurance, with your paying $169 instead of the "full charge". I tried to ascertain whether that $169 would have covered just the office visit or also the lab work, to no avail. I asked him *five times* but he didn't get it and couldn't answer. Once, he actually said, "It depends on your insurance" (even though we were talking about a scenario that didn't involve insurance). Then when I tried to clarify by asking if it was just for code 99214, he said, "What's 99214?" 99214 is the medical billing code for a Level 4 established patient visit, possibly the most common billing code there is, and this was an agent in the billing department! I explained it, and then he claimed, falsely, that "The billing code depends on whether you prepay or not." (It doesn't.) I finally asked to be transferred to another agent and she answered my question on the first try. (The $169 doesn't include any lab work, meaning that you get an $18 discount off a $187 charge, not even 10%.)
Medspring billing agents need serious re-training.
Alex S.Pittsburgh, PA46112May 7, 2019Went in for a quick look at my thumb, which was bruised/swollen up. Prior to my visit, I called ahead to make sure my insurance would be accepted, which it was.
When I arrived, I explained that it wasn't any sort of real emergency and that I only wanted to receive treatment if it was fully covered through my insurance. Once again, they confirmed that it would be accepted and informed me that there would not be any co pay for my visit.
Great, might as well get it checked out then, right?
Wrong. Just received an email this morning (a full week after the visit) stating that they would be charging $150 to the card I was required to put on file when checking in. The reason stated in their email? Because that amount was what I needed to co pay as part of my "patient responsibility."
Looking through the other reviews, it looks like there are other folks who have been put in the same position with this after-the-fact charging scheme.
Do the smart thing and go somewhere else that is up front with it's customers and doesn't take advantage of them through week-later charges.
(I will say that doctor I finally saw was very friendly and helpful. Although she had a difficulty finding supplies for her inspection and had to leave the room three times to ask the staff to re-supply various basic materials)Helpful 0Thanks 0Love this 0Oh no 0Business owner information
UM U.
May 10, 2019
Hi, thank you for taking the time to share this feedback. Quality care and good customer service are our priority, and as such, we take comments seriously. We shared your review with our leadership team in order for us to further explore.
Lauren A.Austin, TX864Oct 31, 2019My boyfriend went in there and they charged him $200 dollars for them to do absolutely nothing. He has a staff infection and instead of giving him any antibiotics, any small procedure to drain (basically popping a pimple but since it's consider a minor procedure urgent cares don't get PAID to do it. Even though their payment could have been the $200 dollars he paid previously. ANYWAYS...) and all they did was look at it and tell him to go home. Staff is a serious infection and since it went untreated he could not sit for five days and was so sick. Still is.
It's sad to see people in the medical field not really care for the well being of people. There's the dr's/nurses in it to help people and the ones that just like to rob and have big checks.
If you can't tell we won't be going back! I would suggest you not too either if you want quality care!Helpful 0Thanks 0Love this 0Oh no 0Business owner information
Hannah B.
Nov 5, 2019
We are sorry to hear this and would like to look into this further. We strive to provide all of our patients with excellent service. Please send us a private message or give us a call with his contact information so we can address your concerns.
John M.Dallas, TX371264May 31, 2018Worst Medspring I've been to.
I love MedSpring, and they're my go-to in Dallas when I can't get to see my GP.
Apparently this one's an outlier, because it's horrible:
The woman working the front desk was rude, and despite the place being near empty, I had to wait an hour and a half for the PA to see me.
After describing my symptoms in detail, she told me to flush ear out myself, and that there was no problem (eg infection) otherwise.
2 hours and $50 later, I was no better, and did not get better following my prescribed course of treatment.
Ended up going to a different urgent care down the road after not seeing any improvement: turns out that I was misdiagnosed (it was an ear infection after all), and was told that this location has a reputation for horrible service and misdiagnoses.
It looks like there's a wealth of urgent care type places across Austin. If you have ANY other option, I would avoid this place.Helpful 2Thanks 0Love this 0Oh no 0
Shantae J.Austin, TX14Jun 22, 2018SO infuriated with this place. I don't normally use this urgent care when in need but it was next door to where I was running some errands so I went in. What should have sent me back out the door, a sign at the front desk that informed that the credit card on file would be charged any extra fees incurred during my visit and they also made me sign something to that effect. This seemed fine to me as I did NOT expect any additional fees after they said that they did accept my insurance.
Now, what I expected to be a $30 co-pay has turned into a $200 bill!
Turns out that, while they accept my insurance, they don't fully accept my particular policy, which makes me responsible for the 60% of the bill. This is completely unfair to the consumer. How is one supposed to know to ask more questions after being told that their insurance is accepted??? The fact that the sign is on the counter and they make you sign paperwork to agree to that pretty much solidifies that a lot of people end up being blindsided by extra fees when they visit this place.
Granted $200 is getting off easy from a bill that was originally over $2,000 yet I'm not even sure HOW they charge $2,000 for a visit that was all of 10 minutes. HIGHWAY ROBBERY.
Expensive lesson learned. Should have stuck with FastMed, which is always great for service, wait times, more importantly, no unexpected charges.
Like others on here who have complained, I experienced a LONG wait of about 2.5 hours. 1.5 hrs spent waiting to get in a room and once in there, about another hour. Not sure what the wait was for, the waiting room was EMPTY when I arrived and perhaps one or two other people in rooms that had been waiting well before I got there.
Save yourself the headache and find a Fast Med.Helpful 1Thanks 0Love this 0Oh no 0
O. E.Austin, TX05Dec 4, 2018I woke up feeling dizzy and nauseous. Looked for urgent care locations online that were close to work. MedSpring allowed me to schedule an appointment online so I made an appointment for 11:30am, which was the earliest they had. Even though I had an appointment I had to wait about 2 hours to be seen. What's the point of making an appointment if I still have to wait so long? I could have just walked in at an earlier time and waited just as long.
On the other hand, the entire staff was nice. Dr. Salinas was great. She was able to diagnose my issue and provide me with some medication.Helpful 0Thanks 0Love this 0Oh no 0
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