ComplaintsforEssen Health Care

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Labs were drawn on my mother and one of the came back extremely high. I am her healthcare proxy. I have not heard anything from the provider who ordered the test. I went online to send a message and it says I am not assigned a facility. If a provider can order a test then they should contact the patient or their representative/proxy to explain the result and what they are going to do. The only thing you can do with Essen is to sit on line for a hour to get a human on the phone so they can take a message and you never hear from them.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am trying to pay a MEDICAL bill through the portal. The problem is I can't do it through the portal because they have my information incorrect. I have been trying to reset the portal not realizing that I'm sending a reset of password for my personal medical information to an email I do not know of. This is dangerous! Someone could have reset it and now sees all my personal information. This company is NOT picking up the phone. I've been trying for hours and hours in the last two days and can NOT get anyone on the phone. Nor is the company returning messages I have left--they ask their patients to leave messages and they will call you back but they are NOT doing that! I want to pay my bill before I am sent to a collection agency. I want my portal and information fixed.

  Customer response

  02/02/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  01/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I was notified by a letter dated December 29, 2023 that there was a company data breach March 17, 2023. I am wondering why it took 9 months to be notified of the incident. I am also wondering how this business obtained my information (which one of my providers they work with, since I am not a direct patient of Essen). Additionally, the letter stated that we should order a free credit report and we should "monitor our accounts". Why are they not providing a free subscription to a monitoring service since they are at fault for my information being let out to the ********** tried calling the phone number on the letter that I was sent, the representative was disinterested and rude, and could/would not provide me any information.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  A ************************************* called me 3 weeks ago and told me she would sign me up for this program she spoke to me for a very long time and told me all the beneficial things she could do for me. I am in urgent need of help so I agreed to let her come to my home and sign me up. 3 times she mad appointment with me in which I waited all day around for her to come and she never did. She wouldn't come to the set up arrangements and would stop picking up phone calls. 3 times my time was wasted on waiting for this woman to come and service me. This is unprofessional and rude. I'm disappointed as I Needed the service very urgently.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have been harassed by this Health Care with fraudulent charges. I have used their service but realized I was getting bills for dates of services I didn't see a Doctor. I called them and they say I should ignore the charges it won't happen again. But, it keeps happening, I called my insurance to alert them about these fraudulent charges and to flag them as I will no longer be using their services. I stopped using their services as of November 2022. I have received several bills for 2023, the most recent for date of service 04/30/23 and 08/21/23. I am frustrated with this Health Care and don't know what to do to have them stop making fraudulent charges. Another thing they do is they keep calling me asking to make appointments for me to see their Doctor. I told them multiple times I am not longer using their services so quit calling me. The stopped for a few months then start again. I need help to stop this madness, Please help, I'm frustrated!!

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My aunt, *** ************************ is 95 years old. She lives in **, we live in Virginia. Over the last 2 years weve been trying to manage her healthcare. She refuses to go out so through her Health insurance she was able to get a home visit from an Essen Health Care nurse practitioner on March 9th. We have not had any communication from the nurse, *********************, since the visit. I have tried multiple times, primarily daily, to get the results of her visit and a plan for going forward to ensure my aunt gets appropriate care. There has been no response. Others, to include her Lenox Hill caseworker, her Emblem Health caseworker and her senior center nurse, have contacted Essen as well. They also have not had any response. My aunt has been incurring a high blood pressure reading and a slow heart rate. Her assistant says that ************ stated that she was going to request lab work, an EKG, toenail cut, and ** medication. Unfortunately, we have had no communication from Essen to schedule any of this. We want Essen to contact us and provide written documentation regarding the visit findings and recommendations and provide a written plan for getting the recommended treatment and any additional treatment required. Also, they should coordinate with me and schedule appropriate dates for recommendations. My husband and I have my aunts medical directive authorization and all medical scheduling is coordinated through me. We need this issue resolved immediately inasmuch as her ** and heart rate numbers havent improved.

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I went to Essen urgent care on February 21,2023 around 5pm. When the physician came into the room and I started to explain my issues after I was finished. She proceeded to curse me out loudly told me not to waste her time . After every sentence was a curse word. I didnt feel comfortable to let her check me out I proceeded to ask her why she was cursing me out . She proceeded to be loud and spoke out why I was there in front of her co workers and other patients who was being seen. I asked her, her name she did not want to give it me neither did the medical assistants that was there . I came back the next day in the morning to find out her name they told me her name was ******* . After she violated my hippa law speaking loudly and cursing me out about my visit. I felt very uncomfortable, and intimidated, *** never had a physician curse me out because I needed help. I went to another urgent care in a different neighborhood they help me out no problem. Why was this physician able to curse me out violated my hippa law while I was sick and just came in for help . This happened at Essen urgent care Allerton in the Bronx

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  *********************** (my mother) is current patient of Essence Health Care/Visiting ************** and her visiting nurse name is ***************************. *******, visits infrequently and never informs us when she will be visiting. ****** has special needs because she is bed bound. I have contacted and left numerous messages for *************************** on her cell and at her office location. She has not returned any of my messages. In addition, she has blocked my number. ****** has severe bed sores as well as Alzheimers and is in need of 2 doctor ********** One is for a debridement to be done on the bed sores and also, to receive a prescription refill for Santyl ointment for her bed sores. Along with the necessary medical supplies and bandages. *************************** is fully aware of this but continues to ignore us.

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had an appointment today with my pain management doctor I have Covid they still made me go in to see the doctor. When I register and check in ********************************** siad she discharged me from Program because I wanted to transfer to another doctor which is my right but what made it worst she left me without medication and I dont have a pain management doctor as of yet. As I was told she wasnt supposed to that

  Customer response

  12/08/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Essen Health Care regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had a COVID vaccination appointment at the Essen *********** location at ******************************************** on 27 August at 10am (today) for my 3 year old son. I received a reminder/confirmation of the appointment via email this morning, however when I arrived at the facility with my son I was told the office had run out of vaccination doses. They said "these things happen because it is an urgent care facility" and that they had called and left me a message at 9:20am. I live more an hour away from the office by public transport and had in fact already been on my way with my 3 year old when they called. No apology was given and once again it was indicated that these things happen since it is an urgent care (ignoring that I was not a walk in but rather had made an appointment for the current date/time on *************'s vaccine appointment site). They suggest that I take my son to a second Essen *********** location at **********************************************************. I hailed a taxi to do so and only then listed to the voice message on my phone, which informed me of the cancellation of the 10am appointment and added that the **** *************** location that I had just been referred to only had one vial of vaccine left meaning that this would likely to a pointless trip. After returning home, I went on the ** City vaccine site to book a new appointment for my son. When doing so both the ******************************** and the **** *************** location sites were listing appointment availability for booking for the rest of the day despite the fact they no longer had any vaccine doses. The fruitless trip this morning cost me approximately $40 in transport and took up two hours. I don't believe they should continue to be listed on the ** City vaccine site given the obviously unreliability and lack of concern for patients making bookings for their young children's COVID vaccines.

  Customer response

  09/24/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Essen Health Care regarding complaint ID ********.
  
  Sincerely,
  
  *****************
  

*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. ↩