MedSpring Urgent Care - Naperville at 1190 S Naper Blvd, Naperville, Illinois.

If there were zero stars, that is what I would choose, but I am forced to choose at least one star. On Monday morning 10/16/17 at approximately 11:00 am I took my 16 year old exchange student to this facility because her insurance told me it was in their network.
Upon arrival, we were asked for a signed, written authorization, from her parents to me, allowing me to bring her there for care. We had an authorization, but it did not have my name on it. That was not good enough for them. My name and contact information was also printed on her insurance card. That was not good enough. We then had to contact her mother in Brazil and have her leave her patient (she is a dentist) and create a new letter, sign it and send it to us. We did this and then sent it to the email the receptionist told us to. More than 15 minutes later and they said they had still not received it. I had the exchange student email it to me from her iPhone and I received it in about 30 seconds on my iPhone.
We had already been there for at least 30 - 45 minutes so we asked to start filling out the paperwork on something resembling an ipad. There were a ton of questions to be answered as well as social security numbers to fill out. The exchange student from Brazil did not have a social security number so we were finally able to bypass the system by adding all 9's. 15 minutes later, we were finished with the multitude of questions and gave the device back to the receptionist.
We asked if we could be seen at this point as almost an hour had passed, mind you the 16 year old has been sitting there not feeling well the entire time. We were told that we would have to pay $100 instead of a co-pay of $20 because even though it showed we were in the network, the receptionist did not see in the system how much they were going to get reimbursed from the insurance.
I called the insurance company and they said that was ridiculous and that there is a set amount to be reimbursed for each procedure and that we should be seen for the $20 co pay. The receptionist told me we could not be seen unless we paid the $100 because they had experienced problems in the past with not receiving money from patients and insurance companies and they had a new system in place so this would not happen.
I asked to speak to a manager and was told there was no one there that could help me, but that I could call their customer service number. I had the insurance company call since it made more sense for them to discuss the billing situation. The insurance company called me back 20 minutes later and said they were on hold for 17 minutes and finally hung up so they could call me back knowing we had been sitting there for over an hour and 20 minutes. I suggested they speak with the receptionist so I put my phone on speaker and asked them to discuss. I had to step outside because my face was so hot as my blood pressure must have been really high, I was so upset and keeping my cool.
When I came back in about 5-10 minutes later, the insurance company told me the receptionist would do nothing except tell them to call customer service. At that point, I told the receptionist I was leaving and would come back when I was able to be attended to with the $20 co-pay per the insurance policy.
As I was walking out another patient's mother said very loud, for the receptionist to hear, "m'am I just wanted to tell you that you have amazing patience, I can't believe what you have been through here".
After we left, we were called by the insurance company about 30 minutes later and they told us they had been on hold with the customer service the entire time and were not able to speak to anyone. At that point, we went to the CVS Minute Clinic on Ogden and walked up the kiosk, entered our information for less than 5 minutes, were called in within 2 minutes and taken care of immediately with no co-pay.
This Med Spring Urgent Care should be ashamed of how they treat their prospective patients. It is despicable to be treated like a dollar sign (or lack thereof) rather than a human being!