Complaints

This profile includes complaints for Exer Urgent Care's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Exer Urgent Care has 28 locations, listed below.

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  Exer Urgent Care

  2381 Rosecrans Ave Ste 115 El Segundo, CA 90245-4920

• 

  Exer Urgent Care

  19346 Nordhoff St Northridge, CA 91324-2415

• 

  Exer Urgent Care

  13303 Riverside Dr Sherman Oaks, CA 91423-2508

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  Exer Urgent Care - Camarillo

  359 Carmen Dr Camarillo, CA 93010-6033

• 

  Exer Urgent Care

  475 Foothill Blvd., Ste. K La Canada Flintridge, CA 91011

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/21/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Exer urgent care is trying to bill me $50 for an urgent care visit. Exer is not giving me an option to refuse this charge and they are going to charge my card on file without my consent. My copay is $35 and I paid it during the visit. I didnt receive an explanation of benefits from my insurance, and when I called my insurance, they told me they did not receive the claim from Exer Urgent Care. I demand Exer Urgent Care to properly submit the claim to my insurance and cancel the $50 charge as my plan fully covers urgent care with only a $35 copay.

  Business Response

  Date: 07/23/2025

  The Customer presented to our clinic for medical services, and a claim was billed to their insurance carrier for their visit. The insurance carrier processed the claim applying a $85 out-of-pocket Copayment expense to the Customer. The Customer contacted our team on 07/18/25 to dispute the Copayment their insurance carrier applied to their claim. We responded to the Customer on 07/18/25 letting them know wed place the $50 owed balance on hold for 45 days to allow their insurance to reprocess their claim. We spoke to the Customer again on 07/23/25 to reconfirm the $50 owed balance is on hold awaiting further feedback from their insurance carrier. Once we receive updated information from the ******************* carrier, well make any necessary adjustments to owed balance in question.

  Customer Answer

  Date: 07/28/2025

   
  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.
  

  The new claim with the claim ID ******************** has been processed by my insurance and fully paid.
  
  Sincerely,
  
  ***** Vantorina

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fraudulent Charge. Left on hold for 30 minutes. When I called back to settle the dispute with the company directly the individual handling the call was openly hostile.We did not patronise this business and a card on file was charged.

  Business Response

  Date: 07/17/2025

  The Customers family member visited our clinic for medical services on 09/08/2024.During the registration process, the Customer consented to leaving a Card on File to be charged for future owed balances associated to their visit. A claim was billed to their insurance carrier for the visit; however, their insurance carrier denied the charges, assigning the owed balance as the Customers responsibility. An email was sent to the Customer on 06/28/25 notifying them their Card on file would be charged for the owed amount on 07/09/25. We apologize if the Customer didnt receive this notification. We have since refunded the Customers Card for the payment processed on 07/09/25. Weve called the Customer to provide this update, and to let them know well appeal the claim denial with their insurance. 

  Customer Answer

  Date: 07/18/2025

   
  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. We did not receive communication from EXER via email or courier mail, and find a charge made a year and a half later shocking.   We have frequented this companys other locations multiple times with no mention of an outstanding balance. We happily would have paid an unsettled amount with notification, none received.   

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

• Initial Complaint

  Date:07/09/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They keep billing me for something I already paid for and Im scared its affecting my credit. This bill goes back to 2023 and were halfway through 2025 and I paid it back in 2023. They have a billing phone number I was given by the actual urgent care office (**************) but then they send me to a dead end phone number ************** where they always say someones in the office. Its starting to feel like a scam and I will be posting this on yelp as well

  Business Response

  Date: 07/10/2025

  We appreciate the opportunity to help resolve the Customers concerns. The Customer was seen at our clinic in ** 2023. Their visit was billed to their medical insurance, and their insurance carrier processed the claim assigning an out-of-pocket expense to the patient due to their unmet annual deductible.Multiple paper billing statements were sent to the Customers address on file for these owed balances. We apologize if these statements did not reach the Customer. We recently adopted paperless billing workflows, including email and text message notifications, notifying patients of outstanding balances. These new workflows are the reason the Customer was recently notified electronically about their outstanding balance. We apologize the Customer has been unable to reach our team to date. We spoke to the Customer on 07/08/25, and we were able to resolve their outstanding questions on their account. The Customers account now reflects a $0 balance, so we consider this account resolved.  

• Initial Complaint

  Date:07/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to contact this company to get an explanation of charges and if there is a balance due before this becomes a credit reporting issue. I have tried repeatedly over the last 3 months to contact anyone who could help. I have left voicemails at multiple phone numbers and called the offices multiple times and no one can answer my billing questions and no one gets back to me. I just need help getting someone from this company to let me know if I owe them money so I can pay it and not worry that my credit my be affected.Thank You,****** ******

  Business Response

  Date: 07/09/2025

  We appreciate the opportunity to help resolve the Customers concerns. The Customer was seen at our clinics twice in Q4 2023 for medical services. Both visits were billed to the Customers medical insurance, and the insurance carrier processed both claims assigning an out-of-pocket expense to the patient due to their unmet annual deductible. Multiple paper billing statements were sent to the Customers address on file for these owed balances. We apologize if these statements did not reach the Customer. We recently adopted paperless billing workflows, including email and text message notifications, notifying patients of outstanding balances. These new workflows are the reason the Customer was recently notified electronically about their outstanding balance.We apologize the Customer has been unable to reach our team to date. We called the Customer yesterday to resolve their concerns directly. We were unable to reach the Customer, but we left a voicemail with our direct contact information. We welcome the Customer to return our call Monday Friday at ************ so we can resolve their outstanding questions.

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited **************** on March 15 2025, at time of registration (via phone link) I was asked for a credit card to put on file after I gave my I surance info . I questioned about my credit card being billed without notifying me. The gal at the front desk assured me that would not happen. She said I would recieve a billing invoice. That never happened. My credit card was billed on May 23 2025. I never received a billing invoice. They lied to me at time of visit. This is very upsetting and I do t believe anyway to conduct a business, much less medical billing.

  Business Response

  Date: 07/07/2025

  The Customer was seen at our clinic for medical care in March 2025. The claim associated to their visit was billed to their insurance carrier, and their carrier applied a $263 out-of-pocket balance to the Customers deductible. By reviewing and signing our office policies and consent forms the Customer authorized us to charge their card on file for any remaining balance after their insurance processed their claim.
  An email notification was sent to the Customers email on file on 5/14/2025 advising the card would be charged on 5/23/2025 for the owed balance. The charge was processed on 5/23/2025 as scheduled. We apologize if the email notification wasnt received or reviewed ahead of the transaction against the card on file.Our Billing team spoke to the Customer on 06/30/2025 to explain the actions that occurred on her account. A refund cannot be issued as the charge on the Customers card reflects their out-of-pocket deductible expense as applied by their insurance carrier.  
  We appreciate the opportunity to clarify the stated billing concerns. If the Customer has any remaining questions, they can contact our team ************.  

• Initial Complaint

  Date:07/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 29, 2025, I visited Exer Urgent Care (********** location) for severe congestion and allergy symptoms. I explained to the front desk staff that I had health insurance through UCI SHIP ****************** PPO), but did not have my physical card or access to a debit card. I asked if they accepted Apple Pay for the required $25 copay, and was told dismissively to go get cash out. I was visibly unwell, but was still denied care and turned away.This was not the first time I experienced mistreatment at this location. On February 26, 2025, I visited the same clinic following a domestic violence incident. My therapist had advised me to seek medical documentation of my bruises. I arrived visibly shaken and tearful, and informed the front desk (a male staff member) of the situation. He treated me as though I was unstable and told me they couldnt help with that, providing no support or referrals. Again, I was turned away without ******* both instances, I was insured, in clear distress, and seeking legitimate medical attention and was met with coldness, dismissal, and denial of care. This clinics behavior has been both emotionally harmful and ethically unacceptable.

  Business Response

  Date: 07/09/2025

  At Exer Urgent Care, we are committed to providing respectful, compassionate care to every patient. We regret that this individual felt their experience at our ***************** did not reflect those standards.
  Regarding the June 29, 2025 visit, we understand how frustrating it can be to encounter payment limitations while seeking care.While tap-to-pay functionality may not have been available at the time, staff are trained to offer alternative solutions such as manual card entry or directing the patient to a manager for further assistance. We are reviewing this interaction to ensure our team followed protocol with appropriate communication and professionalism.
  We also take seriously the concerns raised about the February 26, 2025 visit. While there may be clinical limitations in certain scenarios, our staff are expected to respond with professionalism, discretion,and care. We are reviewing this matter internally to ensure that our team is prepared to support patients in distress and provide appropriate guidance when needed.
  We appreciate the feedback and are using it as an opportunity to evaluate and strengthen our service approach.

• Initial Complaint

  Date:06/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint because I did not receive any real care during my visit to the ********* (*******) location of Exer Urgent Care. I paid $215 out of pocket and was treated dismissively by the provider.Despite the clinic being nearly empty, I waited over 30 minutes. When the doctor finally entered the room, her attitude made it clear she had no intention of actually treating me. She barely looked at me, didnt ask questions, didnt physically examine the area I was in pain for, and didnt take my history seriously even after I explained I was already on ******** and ********** for this issue.She then offered me over-the-counter ********* as the only treatment something I could have bought myself for under $10. This was not a real evaluation or medical support. It felt like she had already decided she wouldnt help before even hearing me out.Ive been to Exer before and have never received this level of care. This visit was a complete waste of money, and I am now seeking emergency care elsewhere.

  Business Response

  Date: 07/08/2025

  Dear Bianca,
  
  Thank you for your feedback regarding your visit at Exer Urgent Care. We are truly disappointed that the level of care you received did not meet your expectations.  To resolve your grievance, our center manager contacted you the next day and offered a full refund of your visit or a free second consultation with a different provider. We hope that your second consultation that you opted to do met your expectations.  Thank you again  for your feedback, which helps us to improve upon providing excellent care to our community.  We hope that you continue to choose Exer Urgent Care in the future.

• Initial Complaint

  Date:05/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've paid all my copays for care from Exer, they continue to bill me different amounts for over a YEAR even after calling multiple times and confirming zero balance owed. This culminated in them withdrawing $100 from my bank account with no authorization or warning. Again this is after over a year of incorrect and DIFFERING bill amounts. I finally emailed the billing department as I continued to receive bills no matter how many times I called. **** ********* sent me receipts indicating my zero balance and I asked that they not contact me again. However yesterday, 5/24/25, I received YET another bill (for $100). I feel like I have to keep contesting them because I'm afraid they'll send it to collections, but I am TIRED of doing this constantly. It's bordering on harassment and fraud.

  Business Response

  Date: 06/03/2025

  We apologize for our workflow errors that caused multiple, incorrect billing notifications to be sent regarding your account. We have and will continue to work with our team to prevent these types of errors going forward. Weve reviewed your account, and we confirmed your account reflects a $0 owed balance for all Dates of Service prior to today (06/03/25). There are no outstanding balances that have or would be considered for collections. As requested, we have updated your contact preferences in our system to prevent future texts or emails billing notifications. If you have further questions or concerns, please contact us at *********************************

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife ( **** ******) and I (****** ******) went in around 5pm to Exer Urgent Care in **********, ** because she had a sudden breakout of rash all over her body. She asked to have an injection to relieve the pain and itch immediately but the PA laughed it off and told her she only needed to pick up medication at a CVS instead. They told us to go to the pharmacy since they said they sent the meds there, but it was closed upon arrival. We came back to the clinic explaining the situation and instead of giving the injection, they sent us to another location that they swore was open. Yet again it was closed. We went back the 3rd time demanding help and they finally gave her the injection but it was not the PA who administered it, it was a medical assistant. He was confused as why the PA did not give the injection right away as her condition was serious. However, the other staff members continued to shrug it off as not a big deal and when I confronted the front desk what was going on they refused to take accountability or help the situation. They said I know you are frustrated, but it is not our fault because the patient chose the pharmacy and we do not know the hours of operation. How is that response helpful when my wife needs help and they were the ones directing her what to do? We left to pick up the meds at a 24 hour location but we noticed they printed out the wrong patient information with a completely different name. We called and they asked us to come back and it was already 9pm. We told them to call the pharmacy as we would not be making another long trip. No apology, rude, and unprofessional behavior by showing gross negligence by not properly assisting urgent patient needs and violated HIPAA policy.

  Business Response

  Date: 05/16/2025

  We take all patient concerns seriously and appreciate the opportunity to respond. Upon review, our provider and additional staff members report that the interaction was respectful, though we acknowledge that the patient felt their experience did not meet expectations. Due to ***** regulations, we are limited in what specific details we can share publicly about the visit. We are continuously working to improve communication and patient experience across our clinics and hope subsequent visits will better meet expectations. Please feel free to reach out directly to ********************************* if you have further concerns.

• Initial Complaint

  Date:05/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im filing this complaint due to the extremely unprofessional behavior of Dr. ******* *. during my visit to Exer Urgent Care (***************, Ca.) on May 7, 2025.I went in for follow-up care for knee pain. This was a follow-up to a visit I had on April 25, 2025, where Dr. ****** prescribed me ******* 3 with *******. That medication didnt help much, and I still had some left, which I brought with me to show that I wasnt misusing it or trying to get more. I wasnt asking for opioidsI just wanted more information about other treatment options like a cortisone shot.Dr. ******* was rude, dismissive, and acted like I was wasting his time. He told me the only thing he could do was give me ********* and said there was no need to waste my money at urgent care. He also wrongly said I would have to pay a co-pay, even though I have insurance with a $0 co-pay. When I reminded him that this was a follow-up to my previous visit where I was prescribed stronger meds, he claimed no such prescription existed. The staff later confirmed that Dr. ****** had, in fact, prescribed ******* 3 with ******* on April 25.Another patient in the waiting room even spoke up and said he agreed that Dr. ******* was being unprofessional. I later spoke to the office manager, who admitted that I wasnt the first ****** to complain about him. She said Dr. ******* has made both staff and patients feel uncomfortable before.I left the clinic without receiving any medical attention. All I was given was a business card with an email to send in my complaint. This whole experience was frustrating, dismissive, and showed a complete lack of care or professionalism.I hope this complaint helps hold this provider accountable and pushes for better treatment for patients in the future.

  Business Response

  Date: 05/16/2025

  We take all patient concerns seriously and appreciate the opportunity to respond. Upon review, our provider and additional staff members report that the interaction remained calm and respectful, though we acknowledge that the patient felt their experience did not meet expectations. Due to ***** regulations, we are limited in what specific details we can share publicly about the visit. We are continuously working to improve communication and patient experience across our clinics and hope subsequent visits will better meet expectations.Please feel free to reach out directly to ********************************* if you have further concerns.

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23300558
  
  I am rejecting this response because:

  The reply is vague, dismissive, and misleading. While I understand HIPAA limits the details they can share publicly, it does not prevent them from acknowledging unprofessional conduct or correcting false claims.

  First, the provider in question ******* ***** is not a doctor, yet introduced himself and presented himself as one. He is an FNP (Family Nurse Practitioner), not an MD or DO. That is misleading and unethical.

  Second, the interaction was not calm and respectful, and to be clear ******* ***** outright refused to see me. He told me there was no point in my visit, that I shouldnt waste my money, and said the most he could offer was *********. This was a follow-up visit for knee pain, where I had previously been prescribed ******* 3 by another provider at the same location. I brought in the unused medication to show that it wasnt helping and to prove I wasnt seeking more opioids..I was asking about cortisone injections and alternative care.

  ******* ***** falsely claimed that no such prescription had ever been written. However, the front desk staff confirmed that I had, in fact, been prescribed ******* 3 on April 25th. Another patient in the waiting room even spoke up and told ******* he was being unprofessional.

  After speaking with the office manager, I was told this is not the first complaint about this provider. She admitted that he has made both patients and employees feel uncomfortable.

  Exers corporate response ignores the actual issue: a provider misrepresenting his title, refusing to see a patient, and acting in a clearly unprofessional manner. Their response shows no accountability, no apology, and no willingness to address the problem. Until this is taken seriously, I will continue to escalate this and make others aware.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 05/28/2025

  Thank you for the additional comments.
  
  As a healthcare organization, we take all feedback seriously and remain committed to providing a respectful and professional environment for everyone who visits our clinics.
  
  Due to federal privacy regulations (HIPAA), we are unable to share or confirm details about any individual's care in a public forum. We note that the individual who filed this complaint declined to sign the ***** waiver offered through the BBB, which would have allowed us to respond in more detail.
  
  We can confirm that all licensed medical professionals at our clinics are required to properly identify their credentials and follow clinical guidelines. We continue to review internal communication and service standards to ensure every patient encounter reflects our commitment to high-quality care.
  
  If the individual would like to continue the conversation,they are welcome to reach out to our Leadership team at ********************************* or to *************************************** if your concern includes patient information. We remain open to discussing concerns privately and constructively.

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23300558
  
  I am rejecting this response because:

  Once again, their reply avoids accountability and now includes false claims. At no point was I offered a HIPAA waiver through the BBB process, nor did I decline to sign anything remotely close to it. If Exer is claiming otherwise, I ask that they provide documentation or proof that such a waiver was presented and declined. I am fully willing to authorize the release of information relevant to this incident if it means an honest and transparent response.

  This continued deflection only strengthens my concern that Exer is more interested in protecting its image than addressing real patient issues.

  The individual at the center of this matter, ******* *****, FNP, misrepresented himself as a doctor, refused to treat me, and was unprofessional and dismissive. I was denied care during a legitimate follow-up visit, and another patient in the waiting area even spoke up to say the providers behavior was inappropriate. The office manager acknowledged this wasnt the first complaint.

  Exer claims all licensed professionals identify themselves properly, but that was absolutely not the case here. If they are conducting an internal review, I expect a real resolution not vague reassurances and recycled statements.

  I have already attempted direct communication. My goal here is transparency and accountability, not to discuss privately what Exer continues to avoid addressing publicly.

  Until this is handled with the seriousness it deserves, I will continue to escalate my complaint to other appropriate regulatory and consumer protection agencies.

   

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