ComplaintsforExer Urgent Care

• Initial Complaint

  10/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 7/15/2024, Exer charged my credit card in the amount of $246.49. I have not visited **** this year, but my husband and daughter have both visited the *************** location in 2024. I do not have their account numbers. We have made repeated attempts to contact the *************** location and their off site billing department with no success. The ************* billing number claim they do not have record of either person or visits. Emails to ************************************** are unanswered. All attempt to reach the *************** location are unsuccessful. They either disconnect the call after putting me on hold, or they never answer. I have also attempted to contact through email online, and left voicemails at the *************** location. I have never heard back from them.

  Business response

  10/24/2024

  The Customers spouse was seen at our clinic in February 2024 for medical care services. The patients insurance was billed for the visit, and their insurance carrier assigned a $246.49 owed balance to the patient. The Customer themselves paid the owed balance in-full via our online portal on 07/15/2024. After receiving this BBB submission, we contacted the Customer to provide a payment receipt on 10/23/24, and we provided them our correct email address, as they were using an incorrect email for our team. The Customer has since responded confirming receipt of our communication. We now consider this item resolved. 

• Initial Complaint

  10/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  July 10 2023 took my son to urgent care paid a $35 copay. September 2023 received a bill for the $35 called the billing department sent the proof of payment was told it was taken care of. February 2024 received a second bill for the $35 called billing department again spoke to them and told them I had already submitted the payment confirmation. I was asked to send it again. I ask the representative if it was going to be taken care of this time since I had already sent it once was told it was definitely going to be taken care of that time. October 2024 received 3 different letters from their billing department asking for the $35 payment and threatening collections. Called billing department again after being on hold for about 30 minutes because they were looking for the previous emails I had sent was asked to send the same email again and was told they would take care of the problem and call me back. I called a week later to inquire about the problem was left on hold for 20 minutes with no one helping me or coming back to the phone. I have not received a call or email from them letting me know they finally took care of their problem.

  Business response

  10/24/2024

  The Customers child was seen at our clinic in July 2023 for medical care. The Customer paid a $35 copay at time-of-service. Due to a workflow error, however,this payment was not posted to the patients account. Weve since identified the time-of-service payment and applied it correctly to the patients account.The patients account now reflects a $0 owed balance. No further billing activity will be taken on this account, as the account is fully resolved. We contacted the Customer on 10/23/24 to apologize for our workflow errors and the inconvenience our prior inactions have caused, as well as to provide the Customer an update account statement which reflects their $0 owed balance.Were waiting for a response from the Customer; however, we now consider this matter resolved.

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I got a bill out of the blue from Exer Urgent care. They are making me pay for a bill that is over 23 months from the date the supposed amount is due from. The first time I got a bill from them was 20 months past due for the amount of $110. When I called requesting history on how they requested bills because I never got anything until recently and got the run around and a threat for collections. I reviewed my bank statements and I see a payment for $90 and that should have covered everything. At this point I dont understand why I got a bill over the legal limit of 18 months, or why their system is broken and cant track things, but I think its ridiculous.

  Business response

  10/15/2024

  The Customer presented to our clinics in late 2022 for medical care. Their claims were billed to and processed by their medical insurance in early 2023. Due to a system workflow error, a billing statement for the Customer’s owed balance was not generated and sent until June 2024. Given our error, we’ve refunded the Customer’s $110 payment as of 10/15/24, and we’ve adjusted their account to reflect a $0 owed balance. We’ve contacted the Customer to inform them of these updates. We now consider this matter resolved.

  Customer response

  10/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22409503, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Yekaterina Kovshilovsky

• Initial Complaint

  10/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent payment for medical and billing records for one of our client's and they cashed the check we sent in June 2024, but they have not sent us any records.We need these records ASAP for mediation and this facility seems to ignore requests but manages to cash checks. Please provide us with a response by end of day today.

  Business response

  10/10/2024

  Exer has faxed a response to the requestor on 10/7/2024 regarding their request for records and now considers this matter resolved.

• Initial Complaint

  09/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 9/10/24 I attempted to take my wife to urgent care due to chest pain, as recommended by her primary care. This facility turned her away. We asked for a paper stating they are turning her away. Staff responded with I am not getting into this with you.

  Business response

  09/19/2024

  Thank you for bringing this matter to our attention. We take all concerns seriously, especially when they involve the care and well-being of our patients.
  
  We apologize for the experience you described and for any distress this may have caused. At Exer Urgent Care, we strive to provide compassionate and attentive care to all patients, and we regret that this was not your experience. We would like to investigate this matter further to ensure that appropriate steps are taken to prevent similar situations in the future.
  Please contact us directly at ********************************* so we can gather additional details, such as the location you visited and any other relevant information. 

• Initial Complaint

  08/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I've been trying to obtain a billing report for our client we mailed the request on July 16th, 2024 along with a $15 check # ***** but as of today 08/28/24 we haven't received anything only the medical records, I have been trying to follow up by email, phone, fax and no one can answered me or give me an update. Please check this issue since we need the reports for our client

  Business response

  08/28/2024

  Hello,

  This billing request has been fulfilled. Exer now considers this matter resolved. We appreciate your patience. 

  Exer Management

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On the 7/25/2024 I paid $395 to Exer Urgent Care Lawndale (****************************************) for a pre op check up. I needed various urine and blood test to be okayed for a breast lipo reduction surgery. I was told that the $395 covered this appointment and I asked multiple times for an itimised bill so that I knew exactly what I would be paying for. At no point was I told that they would be sending my samples to another lab and that I would have to pay the bills. I have received an additional bill for $180 for the lab tests which leads me to question what the initial $395 even covered. Furthermore the lab gave me a false positive pregnancy test which means I spent more money on another pregnancy test before my operation, which was negative. The business has not tried to resolve the problem. I feel that I was misled and to send another bill a month later is unfair and completely unnecessary.

  Business response

  08/30/2024

  Exer Urgent Care offers Self-Pay pricing for Pre-Op visits which includes all in-house services rendered by ********** team. Labs that must be completed by an external reference lab arent included in the Self-Pay Pre-Op price. Exers patients are financially responsible for all external reference lab bills. This language is included in ************ policies and consents forms which this Customer accessed and signed; however, as a courtesy to the Customer, weve refunded $180 of her Self-Pay Pre-Op pricing to cover the external lab bill they received. This refund was issue on 08/29/24. Our team will contact the Customer directly to provide this notification and refund receipt. With these actions, we consider this issue resolved.  

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Upon our request of medical and billing records to Downtown Urgent Care, located at ************************************************, on 11.01.2023 we, a law firm representing of their patients, received an invoice of $15.00 from ************************* from Exer Urgent Care on 11.21.2023. We mailed the check (#****) the same day and notified ****** via email about that. The check was cashed on 11.30.2024, but we have not received any records yet. I started to follow up with the request, but every time I call that facility I get run arounds. The staff of that location is extremely unprofessional, uneducated and rude. The lady who assists the phone, does not introduce herself. I was advised that ****** is the manager. I emailed numerous occasions to ******, with no response up to date. Today, 07.25.2024 a lady who as assisting me, without giving her name, hung up the phone on me, every time I called. Last time picked up to say that ****** said she would get back to us in eight (8) weeks. The inability or unwillingness given to us by this staff regarding this matter is unacceptable. If this complaint remains unattended, we will bring this issue on a legal level, as we do not and will not tolerate hostility by any company. We expect to hear back by the management by 12:00 PM, July 30, 2024., as their last chance to resolve the issue, before we take legal actions against Exer Urgent Care. Please see enclosed documents.

  Business response

  07/29/2024

  We apologize for the delay in our correspondence. The records have been sent and ********* has confirmed receipt. Our goal is always to provide seamless and efficient service to our patients and business partners alike, and it is clear that we fell short in this instance. Please know that we are taking steps to review and improve our processes to ensure that such situations do not occur in the future. Thank you for your patience and understanding.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have requested a refund for an overpayment that started in June 2024 . I've made no less that eleven phone calls and messages for a supervisor to return my call I was told the refund was issued so I requested a copy of the document since I had not received it. I have not received a return call, a refund or any or documents showing a refund was issued.

  Business response

  07/25/2024

  The Customer presented to our clinic on 6/7/2023 for medical services. A claim was billed to the ******************* on 7/19/2023.  The claim was processed by the *******************, and the insurance assigned a $147.44 balance to the Customer. The Customer paid the balance in-full on 02/08/2024. The ******************* later reprocessed their claim on 03/19/24, and they paid the $147.44 balance directly, eliminating the prior owed balance they assigned to the Customer.
  
  The Customer contacted our Billing team in April requesting a refund of the payment made on 02/08/24. Due to workflow error, a refund was not issued timely. A refund has since been issued to the Customer, and was sent to Customer vis Fed-Ex. We contacted the Customer to notify them of this update, and we left a voicemail as we were unable to reach the Customer.
  
  We apologize for the inconvenience our workflow error has caused the patient. We have provided retraining and coaching to our team with the purpose of eliminating these errors going forward.

  Customer response

  07/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I came into the urgent care in ******************* and from the time walked in the service was horrible and very unprofessional. The receptionist at the front was being yelled at by whom I now know as ************************* who is the ** for the evening about me stating on my paperwork it was work comp injury. When I called to the back I was letting my father know I made it and the lady who escorted me to my room said when you decide to get off your phone Ill be back we werent even in the room and I advised her of that and hung up the line when I get in the room I was told that I basically couldnt be seen for an old injury and that they would do a xray and thats it! Thats exactly what they did and discharged me. I feel total violated and not cared for this is unacceptable

  Business response

  07/10/2024

  The patient presented as a workers compensation injury patient without employer pre-authorization on the evening of June 30, 2024, to the Exer Urgent Care location in ********. Due to the lack of authorization, she was seen using her private insurance.
  
  *************************, FNP, the provider who evaluated her, has not been back to work since the complaint was received, therefore our internal investigation has not been completed, but I wanted to reply by todays deadline. While the patient witnessed actions and speech she deemed as unprofessional,I have not received that feedback from the staff involved in her care. I will be discussing the issue of professionalism directly with ************************* when she returns.
  
  Multiple staff members did however state the patient was uncooperative at the visit, with several requests to stop talking on her cellphone. They also stated she was dissatisfied with the visit because she did not receive a work excuse note.
  
  **************** was appropriately concerned about the very high blood pressure reading at the time and recommended further follow-up with a local ********************* She also told the patient to follow up later with the workers compensation provider and primary care provider because it is a work injury, and Exer Urgent Care did not have authorization to manage the work injury.

  Customer response

  07/10/2024

   
  Complaint: 21924214
  
  I am rejecting this response because: I was not uncooperative I was in so much pain and walking with a cane, I was in my phone when I first walked in because my parents were concerned with the amount of pain I was in. I didnt come in with a workmens comp injury either, there was no option for my foot contusion so I chose the best option being that I was at work and my job advised me to leave and go to the urgent care my pain wasnt work related at all. They entire staff was rude except the xray tech and yes I made it clear i would be filing a complaint due to the unprofessionalism of the staff. 

  
  Sincerely,
  
  ***************************

  Business response

  07/19/2024

  We understand your frustration; however, we maintain that Exer staff and the provider followed all proper medical protocols during your visit. We believe that all medical visits need to involve a shared respect between the health care givers and the patients they serve. At Exer, we know that patients in pain feel anxious and worried and need an extra level of compassion. If you wish to discuss further, please reach out directly to our medical director at ***************************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩