Complaints

• Initial Complaint

  01/28/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The front desk overcharged us for a copay, charging $90 instead of the correct amount of $50. I confirmed with my insurance (***********) that the correct copay is $50, as ***** is a provider in my insurance network. Despite this, the office refused to acknowledge the error. I even had my insurance call the office twice to resolve the matter, but no one answered. Furthermore, the staff refused to let us speak to a manager to address the issue and would not allow us to see a doctor until we paid the incorrect, higher amount. This behavior is unacceptable for an urgent care facility and deeply disappointing.

  Business response

  01/31/2025

  The Customers child received medical care at our clinic on 01/28/2025. During the registration process, we collected a $90 time-of-service payment from the Customer. The Customers medical benefits Copayment is $50. Exers current policy is to collect Copayments and an upfront, time-of-service deductible payment from patients who have an unmet deductible. Given the miscommunication of this policy during the registration process, weve refunded $40 to the Customers credit card. We contacted the Customer to notify them of this update, and to let them know they will have an out-of-pocket balance due to Exer once their claim processes with their insurance. Given this update, we now consider this concern to be resolved.

  Customer response

  01/31/2025

   
  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

  12/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July 21, 2024, I went to EXER Urgent Care because I did not feel good. When accessed the clinic, after a 2 hours wait, they accepted me and the doctor asked to conduct a covid test.They found I am Covid positive and I went home. however, when I received the bill, I was shocked.On 08/29/2024, they sent me a statement with invoice asking me to pay $570 for the service.Although I provided them my insurance and my insurance covered $******, yet they asked me to pay $420.17. I called up from a different number where my name wont be on a caller ID and told them if I am Covid sick what would I need to pay for visit without insurance they responded $330. I called back to their billing department and stated what I was told about $330 vs. $570 (a gap of $240). they were not willing to resolve this. this is illegal and unethical misconduct. based on these facts, if I had to pay only $330 and my insurance covers ******, then I should pay only about $180.17. I'd like you to help me with the misconduct and resolve this matter as this business probably doing the same illegal charges to other patients as well.

  Business response

  12/20/2024

  The customer was seen at our clinic for medical treatment on 07/21/2024. The customers claim was billed to their insurance carrier. The insurance carrier processed the claim and assigned a $420.17 owed balance to the customer. Based on our contractual obligations with the customers insurance carrier, we must honor how the carrier processed the claim. Additionally, our Coding team reviewed the customers claim, and they reconfirmed the billing information submitted for the customers claim was accurate. If the customer disagrees with how his claim was processed, we recommend filing an appeal directly with his insurance; otherwise, the customer is welcome to set up a payment plan for the outstanding owed balance by calling ************. 

  Customer response

  01/03/2025

   
  Complaint: 22701169
  
  I am rejecting this response because:

  On July 21, 2024, I went to EXER Urgent Care because I did not feel good. When accessed the clinic, after a 2 hours wait, they accepted me and the doctor asked to conduct a covid test. They found I am Covid positive and I went home. however, when I received the bill, I was shocked. On 08/29/2024, they sent me a statement with invoice asking me to pay $570 for the service. Although I provided them my insurance and my insurance covered $******, yet they asked me to pay $420.17. I called up from a different number where my name wont be on a caller ID and told them if I am Covid sick what would I need to pay for visit without insurance they responded $330. I called back to their billing department and stated what I was told about $330 vs. $570 (a gap of $240). they were not willing to resolve this. this is illegal and unethical misconduct. based on these facts, if I had to pay only $330 and my insurance covers ******, then I should pay only about $180.17. I'd like you to help me with the misconduct and resolve this matter as this business probably doing the same illegal charges to other patients as well.

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

  Business response

  01/03/2025

  The customer was seen at our clinic for medical treatment on 07/21/2024. The customers claim was billed to their insurance carrier. The insurance carrier processed the claim and assigned a $420.17 owed balance to the customer. Based on our contractual obligations with the customers insurance carrier, we must honor how the carrier processed the claim. Additionally, our Coding team reviewed the customers claim, and they reconfirmed the billing information submitted for the customers claim was accurate. If the customer disagrees with how his claim was processed, we recommend filing an appeal directly with his insurance; otherwise, the customer is welcome to set up a payment plan for the outstanding owed balance by calling ************. 

  Customer response

  01/12/2025

   
  Complaint: 22701169
  
  I am rejecting this response because: Excer overcharged me because I have insurance. If I did not have insurance, they would charge me $330 for the same treatment, but because I have insurance, they charge me $570.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  11/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Made an online appointment for Exer Urgent Care, filled out paperwork online, showed up for appointment. I sat stagnate as #2 in line for well over 2 ******** the 2 hour ***** I checked the wait at the location near me. It stated no one was in line. I went to the facility, arriving 5 minutes after the check and there were then 5 people in line. They refused to honor my online documents and online wait. The queue continued to show no one in line when refreshed.I would like compensation for my time and the removal of the fraudulent online queue/

  Business response

  11/25/2024

  Hello, Exer as a company does not take online appointments. We have no platform to allow patients to book appointments online except through our virtual care platform which would not require you to visit a facility. We do allow patients to check in on their phones once they are physically inside of a clinic, but this is not an appointment, rather, a queuing system for those in the clinic, including patients you may not be able to see who have already been roomed. Please let us know what url you believe you used to book an online appointment and we will be happy to investigate further.

  Customer response

  11/25/2024

   
  Complaint: 22599061
  
  I am rejecting this response because: the business doesn't understand the complaint, which involved 2 issues.

  1. Appointment made for a virtual meeting. I waited in queue as the 2nd ****** for over 3 hours with no movement. I called with no answer at the virtual appointment facility number.

  2. Since I was unable to ever move inline for the virtual appointment, I checked the queue for the ** Hollywood facility online. It stated no queue. I went to the facility while still sitting in queue for my virtual meeting. When I arrived, the queue was actually 5. However, the Exer website still fraudulently stated the queue was 0. They would not honor the 2 hours I had already been waiting online for my virtual meeting and also would not pull the docs. I went home, still in queue on my phone for the virtual meeting. After 3 hours and no assistance from anyone at Exer Urgent care and no one answering or responded to phone calls. I gave up.

  They wasted 3 hours of my time. They treated me inappropriately, and now they are trying to skirt both issues.

  
  Sincerely,
  
  **** ****

  Business response

  11/26/2024

  We apologize for the frustration and inconvenience you encountered while attempting to access care through our virtual platform.
  Unfortunately, on the day in question, we had to close due to several members of our clinical team falling ill. As part of our operational response, we worked promptly to update our systems and pivot resources,including marking all queues as closed and notifying patients of the closure.
  We apologize if you attempted to book during this time and encountered inaccurate information regarding wait times or availability.
  Your feedback is important to us, and we are reviewing our processes to ensure clearer and timelier communication in the future,particularly in unexpected situations like this.
  We hope youll give us another opportunity to provide you with the level of care and service you deserve. 

  Customer response

  11/26/2024

   
  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

  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.  

*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. ↩