Complaints

• 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 ***************************************

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After I Asked For An HIV Panel At The Exer Urgent Care ********************** Location. I Got An Herpes Simplex 1 Positive Test Results And Few Days After My Visit. The Urgent Care Has An On Site Lavatory Which Someone Is Paying/ Bribing The Employees To Switch The Blood Used For Testing. Also Over Stays In *************** Filled With People Whom Harassing Patients With Voices And Using WiFi All Day Long.

  Business response

  06/07/2024

  Thank you for bringing your concerns to our attention. Please be assured that Exer adheres to strict protocols to ensure the integrity of blood samples. All blood samples are labeled and packaged immediately after collection to prevent any mix-**** In addition, we maintain surveillance footage for quality assurance,which can be reviewed if necessary to verify procedures.
  Regarding the concerns about communication, we prioritize clear and consistent communication with both our team members and patients as part of our commitment to patient-centered care.
  Finally,our systems do require WiFi for daily operations, ensuring that we maintain efficient and effective service. If you have further concerns, please reach out to the clinic directly.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 1, 2023, I went to Exer Urgent Care at ******************************************************************The front desk insisted I pay a $80 co pay due to my deductible not being met. I told her my deductible was met, she said NO, you pay or will not see the doctor. I paid because I was very sick, I called my insurance who confirmed my deductible was met and that the front desk did not *** k the right screen, as my family deductible covered **** contacted Exer billing at ************ multiple times. They said I have to wait 90 days after February 29, 2024 toreceive my credit? They make a mistake but the consumers money is held hostage?

  Business response

  04/18/2024

  The Customer presented to our clinics on 12/01/2023 for medical services. The Customer provided their insurance to be billed for the medical care rendered, and a $80 copayment was collected from the Customer during their visit. A claim was submitted to the ******************* on 12/05/2023, and the claim processed assigning an owed balance of $11.52 to the Customer. On 12/27/2023 our billing team refunded $68.48 to the customers credit card to offset the difference of what was collected and what was owed after the claim has processed.
  
  The Customer called our Billing team numerous times inquiring about the status of their refund, and our billing team failed to properly communicate the refund had already been issued. We contacted the Customer on 4/17/2024, and the Customer confirmed they see the refund on their credit card account. We apologized our team didnt communicate the refund effectively. Weve taken corrective action with our Billing team to ensure similar concerns dont occur going forward.

  Customer response

  04/18/2024

   
  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

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/28/2024 I had a virtual appointment with a physician for a severe cold and was given a prescription to ease the symptoms. I had clearly indicated my preferred pharmacy on the intake form and confirmed it with the physician when I met with her. It was not until a day later and multiple phone calls I had learned that they sent the prescription to a pharmacy in ***********. My complaint is that they never bothered to correct it even after multiple phone calls. I was put on hold and hung up on several times. I left one vm with all of the information they needed to resolve. They took my insurance money without following through on the care. I finally given up.

  Business response

  04/08/2024

  Patient states his issue is now resolved. He was able to call the pharmacy his medication was sent to and have them send it to the appropriate pharmacy. we apologize for any inconvenience. 

• Initial Complaint

  02/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to Exer Urgent Care - Mar Vista on 9/19/2023 for a regular visit due to not feeling well. I was told by the front desk that my insurance was accepted and verified (I have been to previous locations many times before and have never had any issues). I received an $800 a few weeks later and upon investigating with my insurance company (CIGNA PPO), it was determined that the billing department with Exer Urgent Care - Mar Vista was billing my visit under NON-BILLABLE CODES. I have called countless times, along with insurance provider advocates who have called on my behalf to guide the billing department in using BILLABLE CODES. I thought it was finally resolved but I received a bill today again and after talking with ***** AGAIN, they determined that Exer Urgent Care - Mar Vista CONTINUES to bill my visit under the SAME NON-BILLABLE codes DESPITE the many calls from Cigna health advocates telling them to change the codes (they even went into what codes to uses). Exer Urgent Care - Mar Vista refuses to adjust anything. I am being taken advantage of and no one is helping from this company. I want the billing department to correctly add the codes to billable services with Cigna as directed by the insurance company. The outstanding bill should be cleared from my name and account. I will never go here again. Account number with ********************** care: *************************** care billing department number: ************

  Business response

  02/23/2024

  The Customer was seen at our clinic for medical services in September 2023. We submitted a claim to the Customer medical insurance for the services rendered. The claim was denied due to a Coding error, which was corrected by our billing team, and a correct claim was submitted for processing. The ******************* processed the second claim, and they assigned the full $800 charge to the patients deductible. The insurance carrier processed this second claim in error, and the full $800 balance should not have been applied as a patient-owed balance. We are continuing to work with the ******************* to correct this error; however, due to the inconvenience caused by this issue, weve adjusted the owed balance on the Customers account to reflect a $0 owed balance as a one-time courtesy. We spoke to the Customer today (02/23/24) to discuss their concern and provide an update on their account. We now consider this concern addressed.

  Exer Management

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to ************ on april 2023 for low back pain * I paid my ** pay * Doctor prescribed injection i think pain relief and bed rest at home * That day i asked should i pay anything they said no you are good * It is included * My insurance was ***** * After 10 months i recieved a bill for paying 15 dollar * In month of february of **** * I called billing the person name was ******* was so rude hanged up on me * I told her why you didnt bill me on time now ***** ****** exist anymore in my area * I never recieved any bill now that insurance is gone how can i **ntact them to see why they didnt pay and then i said the process is not good * Exer is close to my home next time how dare i go there if something urgent happens ? Why you didnt bill me on time then i was able to fallow up with ***** * Now the year is **** and my insurance is changed * She was so rude and hanged up on me * Billing department of exer their phone number ************ name of person crystal * She instead of apologizing * I asked to whom should i **mplain ? Next time how dare i go to exer you bill me after 10 months that my previous insurance ****** exist * She said **mplain to business ****** And hanged up on me * This made me so so disappointed from this urgent care and what they did * I know 15 dollars is nothing but it is that important that they billed me after 10 months so it is important * I **mplain about the process * Why they didnt bill me on time ? What can i do that at visit day they said you are good you paid * And now ***** isnt there anymore and why a representative in billing hangs up on me * How dare i go there anymore ? How do i trust them anymore ? What kind of employee hangs up on a customer ? Why they do this ? Please do something about this *

  Business response

  02/05/2024

  The Customer presented to our clinics on 04/04/23 for medical services. The Customer provided their insurance to be billed for the medical care rendered, and a $15 copayment was collected from the Customer during their visit.
  
  A longstanding issue with the ******************* carrier impacted our organizations ability to submit any patient claims for reimbursement from April August 2023. This issue was resolved in August 2023;however, this issue is what caused the delay in the insurance carrier processing the Customers claim.
  
  The Customers claim was submitted on 08/05/23 to the insurance carrier. The insurance carrier processed and paid the claim in January ****. The insurance carrier assigned a $15 copayment to the patient,and a paper billing statement was sent to the Customer on 01/29/23 for the owed balance. This billing statement was generated in error, however, as the Customer had already paid the $15 copayment on 04/04/23.
  
  Our billing team has since resolved the error that generated the patient billing statement. The account shows in a $0 balance, and we consider this account resolved. Our billing team has called the Customer to provide this update.
  
  We apologize for the customer service concerns the Customer experienced. Weve taken corrective action with the team member the Customer spoke with to ensure similar concerns dont occur going forward.

  Customer response

  02/06/2024

   
  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

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Exer Acct #********* When we came to Exer on 12/3/23 they said that my son's insurance was accepted and the payment would be $30. Later I got a bill for $142.03. They did not tell me at the time that we could be liable for more than the $30 we paid. They led me to believe it was just $30. I would never have gone to Exer if I had known it would cost so much because there are other places we could have gone with no payment like this. This is predatory, misleading the public and wrong. I would like the bill completely waived aside from the $30 copay we already paid.

  Business response

  02/02/2024

  The Customers son presented to our clinic on 12/03/2023 for medical services. The Customer elected to use their medical insurance to pay for their sons services. A $30 copayment was collected from the Customer at time-of-service based on the specific of the Customers medical benefits.Exer did not tell the Customer this would be their only out-of-pocket cost for the visit, as this is not our practice, since the final, exact cost is never determined until patients insurance processes their claims.
  
  The ************** claim was submitted to their insurance, and the insurance carrier processed the claim as in-network per Exer Urgent Cares contract with the insurance agency. The ******************* applied an owed balance of $142.03 to the patient as their deductible had not yet been met for the 2023 calendar year. Per our review, the ******************* processed the claim accurately. 
  
  A billing statement was mailed to the Customer on 01/08/24. The Customer called our billing team to dispute the owed charges on 01/31/24. Our billing team explained the owed balance to the Customer; however,the Customer asked for a call back from a Supervisor, as she was continuing to dispute the owed balance. A Supervisor called the Customer back on 01/31/24 per their request. During the call, the Customer stated they submitted a ******************** complaint and intended to dispute the charges through the BBB rather than our billing team.
  
  The $142.03 balance is truly owed by the patient to Exer Urgent Care. This balance will continue to be billed to the Customer; however,if needed, the Customer can set up a payment plan with our Billing team. 

  Exer Management

  Customer response

  02/02/2024

   
  Complaint: 21226700
  
  I am rejecting this response because Exer's business practices are misleading and predatory to the public. The public needs to be informed that it is unacceptable. Resolving it makes it as if what they did is ok, and it is not. I would like to protect others from these predatory practices.

  Business response

  02/12/2024

  Exer is in network with the customers insurance company and is, therefore, contractually required to collect the amount that the customers insurance has determined is owed by the customer.  It is unfortunate that the customer feels that this is misleading or predatory but waiving in-network patient responsibility is not allowed.  If the customer does not agree with the determination then the customer should dispute the matter with their insurance company directly.  

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Issue #1: I went to this doctors' office and forgot my insurance card. I was really out of it and figured I'd pay out of pocket and just call my insurance company after the fact... REGRETTABLE. It has literally become my part time job for the last 4 MONTHS to get this company to send my itemized bill to my insurance company so that I can file a claim and be reimbursed the $300 I am owed. Issue #2: A few months later, my idiot insurance company tried to claim that my doctor visit was out of network when it was in fact in network, so I was accidentally billed $150. My insurance company admitted they made an error, Exer confirmed their error... And now I've been waiting on my reimbursement from this company since November 5th 2023. It's January 23rd, ****. On 12/24/23, I called Exer to tell them that Cigna was going to file a formal complaint for negligence. The woman on the phone said she would handle everything and get all the requested information sent over to *****. On 12/26/23, 48 hours later, she called me back to confirm everything had been submitted. I waited patiently for my reimbursement for nearly a month. Today, 1/23/24, I called Cigna and Exer to check on the status of my payment, only to find out that NO INFORMATION WAS EVER SENT!!! This is absolutely insane. At this point, I should be compensated for the amount of hours I spent trying to retrieve money that I am blatantly owed. I participated in MULTIPLE three way phone calls that went on for HOURS where ***** asked Exer managers to please just send this one itemized bill, I was literally gaslighted by an Exer worker who went out of her way to tell me everything was sent over, and now... 4 months later, I'm being told that I've made ZERO PROGRESS because the first step to reimbursement (which is receiving an itemized bill) hasn't even been completed yet? I don't even know what else to do at this point. I'm writing this review as a complete last resort effort to get my money back.

  Business response

  01/30/2024

  Response to Customers concern for Date of Service 08/27/23:
  The customer was seen at our clinic on 08/27/23. The customer was seen as Self Pay, meaning the Customer patient paid in-full at time-of-service for their medical services. The patient paid $295 at time-of-service.
  
  On 10/27/23, the ******************* company contacted our billing team asking us to submit a claim for the services rendered on 08/27/23. The insurance company confirmed the patient had a $25 Copayment for the visit. Due to a workflow error with our billing team, a claim was not submitted until 12/23/23.
  
  On 01/26/24, we verified with the ******************* didnt have the claim we submitted on 12/23/23 in their system. A claim was resubmitted to the insurance company on 01/29/23.
  
  The patients credit card was refunded $270 on 01/26/24; $25 was retained by our organization for the Copayment owed by the patient.
  
  Our billing team will continue to follow up with the insurance company to ensure the patients claim processes accurately. Once the claim is processed, this date of service will show a $0 balance and be considered resolved.
  
  Weve identified multiple errors in our billing teams processes which resulted in delays resolving the Customers concerns. These errors are being addressed through corrective action and additional quality assurance reviews.
  
  Response to Customers concern for Date of Service 11/05/23:
  The patient returned to our clinic on 11/05/2023 for additional medical services. The patient provided their insurance information to be billed for their services;the patient paid no money out-of-pocket at time-of-service. We submitted a claim to their insurance, and the insurance company processed the claim. The insurance company applied $147 to patient responsibility. We emailed the patient on 12/04/23 notifying them their credit card on file would be charged for this owed balance in seven days; the patients card was charged on 12/10/23.
  
  The patients insurance company notified our billing team on 12/15/23 they processed the patients claim incorrectly, and in response to the error, they were issuing payment for the services rendered. Our billing team told the insurance company wed refund the patients payment made on 12/10/23 once we received the insurance companys payment. The patient called our billing team on 12/22/23 asking for a refund for the payment charged to their credit card on 12/10/23.
  
  Our billing team confirmed we received the payment from the ******************* company. A refund of $122 was issued to the patients credit card on 01/26/23; $25 was retained by our organization for the Copayment owed by the patient. This visit now shows a $0 owed balance and is considered resolved. 
  
  Weve identified multiple errors in our billing teams processes which resulted in delays resolving the Customers concerns. These errors are being addressed through corrective action and additional quality assurance reviews.

  Thank you for bringing this to our attention.

  Exer Management

*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. ↩