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Business Profile

Urgent Care Clinic

Excel Urgent Care

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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 type

  • Initial Complaint

    Date:09/07/2023

    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 am writing this complaint against Excel Urgent Care due to a deeply unsatisfactory experience my mother, ******** ****** had during our visit on 06/12/2023. Our visit was prompted by an eye injury my mother sustained when bleach accidentally entered her eye. We anticipated timely and appropriate medical care, but our experience was opposite.

    Upon arrival, we waited for over 1.5 hours at the "URGENT CARE" without receiving any medical treatment. We expected, at the very least, a basic eye rinse, a common sense for such injuries. However, no care was provided at all; instead, after waiting for so long, we were advised by the doctor to see an eye specialist. To our surprise, we were billed $75 copay and charge to our insurance for the visit despite the absence of any services. This bill is unpaid due to the ongoing conversation and no response from the manager yet.

    Our attempts to address this matter with Excel Urgent Care have been futile. We reached out to the manager multiple times via phone and email but received no response or acknowledgment of our concerns. The manager initially promised to consult with the medical director but failed to follow up, despite more than two months passing. It seems like she is avoiding the issue even after so many emails sent to her.

    We request the removal of the $75 charge, as it is unjust and unfair as no treatment was provided to us. We also seek a formal apology from the manager for their lack of response and the inadequate care we received. We kindly request your intervention to ensure patients receive proper care and are not burdened with unjust charges for services not rendered.

    Our goal is to prevent others from enduring the distressing experience we faced at Excel Urgent Care. Thank you for your attention to this matter, and we hope for a prompt resolution.

    Customer Answer

    Date: 09/13/2023




    Better Business Bureau:


     I would like to close out the following complaint for now as after receiving the message from you, the business has reached out to me and we have agreed on the settlement I asked for.



    Regards,


    ******* ****** 

Excel Urgent Care is NOT a BBB Accredited Business.

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