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Business Profile

Urgent Care Clinic

Exer Urgent Care

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Urgent Care Clinic.

Complaints

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

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Exer Urgent Care has 28 locations, listed below.

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    Customer Complaints Summary

    • 46 total complaints in the last 3 years.
    • 25 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/11/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 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

      Date: 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

      Date:08/28/2024

      Type:Product Issues
      Status:
      Answered
      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.
      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

      Date: 08/28/2024

      Hello,

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

      Exer Management

    • Initial Complaint

      Date:08/27/2024

      Type:Product Issues
      Status:
      Answered
      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 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

      Date: 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

      Date:07/25/2024

      Type:Product Issues
      Status:
      Answered
      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.
      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

      Date: 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

      Date:07/18/2024

      Type:Product Issues
      Status:
      Resolved
      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 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

      Date: 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 Answer

      Date: 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

      Date:07/01/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 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

      Date: 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 Answer

      Date: 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

      Date: 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

      Date:05/28/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      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

      Date: 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

      Date:04/12/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 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

      Date: 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 Answer

      Date: 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

      Date:04/01/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 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

      Date: 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

      Date:02/23/2024

      Type:Billing Issues
      Status:
      Answered
      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 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

      Date: 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

    Exer Urgent Care is NOT a BBB Accredited Business.

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