Business Profile

Urgent Care Clinic

Exer Urgent Care

Headquarters

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Complaints

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

Customer Complaints Summary

38 total complaints in the last 3 years.
19 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.

Initial Complaint
Date:04/03/2025
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 went to Exer Carein **************** on April 2nd about 2:45 pm to have earwax removed from both ears. When the service provider inserted the instrument with water into my right ear, I experienced severe pain. I had never felt that severe pain in all the years I had had my ear wax removed. My ear canal was bleeding. The doctor said it was an ear canal problem not a ruptured eardrum. I was given neo/ poly/HC 1% optic prescription . It cost $45.20. Why do I have to pay for their mistake?
Business Response
Date: 04/08/2025
Our Clinical Leader reviewed the Customers concerns, their medical records for the visit in question, and the treatment plan prescribed by our care team. Our Clinical Leader confirmed the medication prescribed is an appropriate course of care following the procedure performed irrespective of the side effects that occurred. Given the Customers concern, however, weve voided the charges/claim associated to the Customers visit at our clinic, so their account reflects a $0 owed balance for the visit. Weve left a voicemail with the Customer on 04/07/25 to provide this update.
Customer Answer
Date: 04/08/2025

Complaint: 23157444

I am rejecting this response because:
I have insurance for my visit. Since my ear canal was injured and bleeding due to a mistake in removing earwax, I had to pay $45.20 for the medicine to prevent infection out of my pocket. I want a reimbursement for the medicine. There is still a large blood scab in my ear canal.
Sincerely,

**** ******
Business Response
Date: 04/10/2025
Our Clinical Leader reviewed the Customers concerns, their medical records for the visit in question, and the treatment plan prescribed by our care team. Our Clinical Leader confirmed the medication prescribed is an appropriate course of care following the procedure performed irrespective of the side effects that occurred. Given the Customers concern, however, weve voided the charges/claim associated to the Customers visit at our clinic, so their account reflects a $0 owed balance for the visit. Given the appropriate course of care was followed, we consider this matter resolved.
Customer Answer
Date: 04/24/2025

Complaint: 23157444

I am rejecting this response because:
I have filed a complaint with Better Business about an injury sustained in April 2, 2025 at Exer in *************, **. I wanted to be reimbursed for the $45.20 I spend on an antibiotic to treat the injury. I did not close this complaint

Sincerely,

**** ******
Business Response
Date: 04/24/2025
Our Clinical Leader reviewed the Customers concerns, their medical records for the visit in question, and the treatment plan prescribed by our care team. Our Clinical Leader confirmed the medication prescribed is an appropriate course of care following the procedure performed irrespective of the side effects that occurred. Given the Customers concern, however, weve voided the charges/claim associated to the Customers visit at our clinic, so their account reflects a $0 owed balance for the visit. Weve left a voicemail with the Customer on 04/07/25 to provide this update.
Customer Answer
Date: 04/26/2025

Complaint: 23157444

I am rejecting this response because:
The person providing the wax removal nicked my ear around the ear drum causing severe pain. It also began to bleed. The doctor came in and put a cold ointment on cotton into my ear to prevent bleeding. I was then given a prescription for an antibiotic to treat the injury. It cost $45.20 to fill this prescription at Costo. I would not have needed this prescription if I hadn't been injured. It bleed through the night and left blood stains on my pillow.
Sincerely,

**** ******
Initial Complaint
Date:03/07/2025
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.
3/7/2025 my debit cards was charged with no bill ever emailed or mailed to me. Just a random charge for the amount below. Their was never a bill with the explanation of charges sent to me to see what I was being charged for and what my insurance covered.
Business Response
Date: 03/13/2025
The Customer presented to our clinic for care in February 2025. During the registration process, the Customer consented to leaving a Credit Card on File to pay for any owed balances after their claim processed with their insurance carrier. The ******************* carrier processed the claim and assigned an owed balance to the patient. The insurance carrier also sent a copy of the Customers Explanation of Benefits (EOB) to the patient. Our organization currently notifies Customers automatically via email 10 days prior to charging their Credit Cards. This Customer did not have an email on file,which is why they did not receive the notification. We have updated the Customers account to include their email address.

Since receiving this BBB inquiry, weve called and emailed the Customer to discuss the payment transaction in question and to provide an itemized statement/receipt. Weve not yet heard from the Customer, but we welcome them to contact us to discuss any outstanding questions. Our Billing team can be reached at ************ or ********************************************************.
Initial Complaint
Date:01/28/2025
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.
The front desk overcharged us for a copay, charging $90 instead of the correct amount of $50. I confirmed with my insurance (***********) that the correct copay is $50, as ***** is a provider in my insurance network. Despite this, the office refused to acknowledge the error. I even had my insurance call the office twice to resolve the matter, but no one answered. Furthermore, the staff refused to let us speak to a manager to address the issue and would not allow us to see a doctor until we paid the incorrect, higher amount. This behavior is unacceptable for an urgent care facility and deeply disappointing.
Business Response
Date: 01/31/2025
The Customers child received medical care at our clinic on 01/28/2025. During the registration process, we collected a $90 time-of-service payment from the Customer. The Customers medical benefits Copayment is $50. Exers current policy is to collect Copayments and an upfront, time-of-service deductible payment from patients who have an unmet deductible. Given the miscommunication of this policy during the registration process, weve refunded $40 to the Customers credit card. We contacted the Customer to notify them of this update, and to let them know they will have an out-of-pocket balance due to Exer once their claim processes with their insurance. Given this update, we now consider this concern to be resolved.
Customer Answer
Date: 01/31/2025

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.

Sincerely,

******** ******
Initial Complaint
Date:12/17/2024
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.
On July 21, 2024, I went to EXER Urgent Care because I did not feel good. When accessed the clinic, after a 2 hours wait, they accepted me and the doctor asked to conduct a covid test.They found I am Covid positive and I went home. however, when I received the bill, I was shocked.On 08/29/2024, they sent me a statement with invoice asking me to pay $570 for the service.Although I provided them my insurance and my insurance covered $******, yet they asked me to pay $420.17. I called up from a different number where my name wont be on a caller ID and told them if I am Covid sick what would I need to pay for visit without insurance they responded $330. I called back to their billing department and stated what I was told about $330 vs. $570 (a gap of $240). they were not willing to resolve this. this is illegal and unethical misconduct. based on these facts, if I had to pay only $330 and my insurance covers ******, then I should pay only about $180.17. I'd like you to help me with the misconduct and resolve this matter as this business probably doing the same illegal charges to other patients as well.
Business Response
Date: 12/20/2024
The customer was seen at our clinic for medical treatment on 07/21/2024. The customers claim was billed to their insurance carrier. The insurance carrier processed the claim and assigned a $420.17 owed balance to the customer. Based on our contractual obligations with the customers insurance carrier, we must honor how the carrier processed the claim. Additionally, our Coding team reviewed the customers claim, and they reconfirmed the billing information submitted for the customers claim was accurate. If the customer disagrees with how his claim was processed, we recommend filing an appeal directly with his insurance; otherwise, the customer is welcome to set up a payment plan for the outstanding owed balance by calling ************.
Customer Answer
Date: 01/03/2025

Complaint: 22701169

I am rejecting this response because:
On July 21, 2024, I went to EXER Urgent Care because I did not feel good. When accessed the clinic, after a 2 hours wait, they accepted me and the doctor asked to conduct a covid test. They found I am Covid positive and I went home. however, when I received the bill, I was shocked. On 08/29/2024, they sent me a statement with invoice asking me to pay $570 for the service. Although I provided them my insurance and my insurance covered $******, yet they asked me to pay $420.17. I called up from a different number where my name wont be on a caller ID and told them if I am Covid sick what would I need to pay for visit without insurance they responded $330. I called back to their billing department and stated what I was told about $330 vs. $570 (a gap of $240). they were not willing to resolve this. this is illegal and unethical misconduct. based on these facts, if I had to pay only $330 and my insurance covers ******, then I should pay only about $180.17. I'd like you to help me with the misconduct and resolve this matter as this business probably doing the same illegal charges to other patients as well.
Sincerely,

**** ********
Business Response
Date: 01/03/2025
The customer was seen at our clinic for medical treatment on 07/21/2024. The customers claim was billed to their insurance carrier. The insurance carrier processed the claim and assigned a $420.17 owed balance to the customer. Based on our contractual obligations with the customers insurance carrier, we must honor how the carrier processed the claim. Additionally, our Coding team reviewed the customers claim, and they reconfirmed the billing information submitted for the customers claim was accurate. If the customer disagrees with how his claim was processed, we recommend filing an appeal directly with his insurance; otherwise, the customer is welcome to set up a payment plan for the outstanding owed balance by calling ************.
Customer Answer
Date: 01/12/2025

Complaint: 22701169

I am rejecting this response because: Excer overcharged me because I have insurance. If I did not have insurance, they would charge me $330 for the same treatment, but because I have insurance, they charge me $570.

Sincerely,

**** ********
Initial Complaint
Date:11/25/2024
Type:Sales and Advertising 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.
Made an online appointment for Exer Urgent Care, filled out paperwork online, showed up for appointment. I sat stagnate as #2 in line for well over 2 ******** the 2 hour ***** I checked the wait at the location near me. It stated no one was in line. I went to the facility, arriving 5 minutes after the check and there were then 5 people in line. They refused to honor my online documents and online wait. The queue continued to show no one in line when refreshed.I would like compensation for my time and the removal of the fraudulent online queue/
Business Response
Date: 11/25/2024
Hello, Exer as a company does not take online appointments. We have no platform to allow patients to book appointments online except through our virtual care platform which would not require you to visit a facility. We do allow patients to check in on their phones once they are physically inside of a clinic, but this is not an appointment, rather, a queuing system for those in the clinic, including patients you may not be able to see who have already been roomed. Please let us know what url you believe you used to book an online appointment and we will be happy to investigate further.
Customer Answer
Date: 11/25/2024

Complaint: 22599061

I am rejecting this response because: the business doesn't understand the complaint, which involved 2 issues.
1. Appointment made for a virtual meeting. I waited in queue as the 2nd ****** for over 3 hours with no movement. I called with no answer at the virtual appointment facility number.
2. Since I was unable to ever move inline for the virtual appointment, I checked the queue for the ** Hollywood facility online. It stated no queue. I went to the facility while still sitting in queue for my virtual meeting. When I arrived, the queue was actually 5. However, the Exer website still fraudulently stated the queue was 0. They would not honor the 2 hours I had already been waiting online for my virtual meeting and also would not pull the docs. I went home, still in queue on my phone for the virtual meeting. After 3 hours and no assistance from anyone at Exer Urgent care and no one answering or responded to phone calls. I gave up.
They wasted 3 hours of my time. They treated me inappropriately, and now they are trying to skirt both issues.

Sincerely,

**** ****
Business Response
Date: 11/26/2024
We apologize for the frustration and inconvenience you encountered while attempting to access care through our virtual platform.
Unfortunately, on the day in question, we had to close due to several members of our clinical team falling ill. As part of our operational response, we worked promptly to update our systems and pivot resources,including marking all queues as closed and notifying patients of the closure.
We apologize if you attempted to book during this time and encountered inaccurate information regarding wait times or availability.
Your feedback is important to us, and we are reviewing our processes to ensure clearer and timelier communication in the future,particularly in unexpected situations like this.
We hope youll give us another opportunity to provide you with the level of care and service you deserve.
Customer Answer
Date: 11/26/2024

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:10/22/2024
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.
On 7/15/2024, Exer charged my credit card in the amount of $246.49. I have not visited **** this year, but my husband and daughter have both visited the *************** location in 2024. I do not have their account numbers. We have made repeated attempts to contact the *************** location and their off site billing department with no success. The ************* billing number claim they do not have record of either person or visits. Emails to ************************************** are unanswered. All attempt to reach the *************** location are unsuccessful. They either disconnect the call after putting me on hold, or they never answer. I have also attempted to contact through email online, and left voicemails at the *************** location. I have never heard back from them.
Business Response
Date: 10/24/2024
The Customers spouse was seen at our clinic in February 2024 for medical care services. The patients insurance was billed for the visit, and their insurance carrier assigned a $246.49 owed balance to the patient. The Customer themselves paid the owed balance in-full via our online portal on 07/15/2024. After receiving this BBB submission, we contacted the Customer to provide a payment receipt on 10/23/24, and we provided them our correct email address, as they were using an incorrect email for our team. The Customer has since responded confirming receipt of our communication. We now consider this item resolved.
Initial Complaint
Date:10/22/2024
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.
July 10 2023 took my son to urgent care paid a $35 copay. September 2023 received a bill for the $35 called the billing department sent the proof of payment was told it was taken care of. February 2024 received a second bill for the $35 called billing department again spoke to them and told them I had already submitted the payment confirmation. I was asked to send it again. I ask the representative if it was going to be taken care of this time since I had already sent it once was told it was definitely going to be taken care of that time. October 2024 received 3 different letters from their billing department asking for the $35 payment and threatening collections. Called billing department again after being on hold for about 30 minutes because they were looking for the previous emails I had sent was asked to send the same email again and was told they would take care of the problem and call me back. I called a week later to inquire about the problem was left on hold for 20 minutes with no one helping me or coming back to the phone. I have not received a call or email from them letting me know they finally took care of their problem.
Business Response
Date: 10/24/2024
The Customers child was seen at our clinic in July 2023 for medical care. The Customer paid a $35 copay at time-of-service. Due to a workflow error, however,this payment was not posted to the patients account. Weve since identified the time-of-service payment and applied it correctly to the patients account.The patients account now reflects a $0 owed balance. No further billing activity will be taken on this account, as the account is fully resolved. We contacted the Customer on 10/23/24 to apologize for our workflow errors and the inconvenience our prior inactions have caused, as well as to provide the Customer an update account statement which reflects their $0 owed balance.Were waiting for a response from the Customer; however, we now consider this matter resolved.
Initial Complaint
Date:10/11/2024
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.
I got a bill out of the blue from Exer Urgent care. They are making me pay for a bill that is over 23 months from the date the supposed amount is due from. The first time I got a bill from them was 20 months past due for the amount of $110. When I called requesting history on how they requested bills because I never got anything until recently and got the run around and a threat for collections. I reviewed my bank statements and I see a payment for $90 and that should have covered everything. At this point I dont understand why I got a bill over the legal limit of 18 months, or why their system is broken and cant track things, but I think its ridiculous.
Business Response
Date: 10/15/2024
The Customer presented to our clinics in late 2022 for medical care. Their claims were billed to and processed by their medical insurance in early 2023. Due to a system workflow error, a billing statement for the Customer’s owed balance was not generated and sent until June 2024. Given our error, we’ve refunded the Customer’s $110 payment as of 10/15/24, and we’ve adjusted their account to reflect a $0 owed balance. We’ve contacted the Customer to inform them of these updates. We now consider this matter resolved.
Customer Answer
Date: 10/15/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22409503, and find that this resolution is satisfactory to me.

Sincerely,

Yekaterina Kovshilovsky
Initial Complaint
Date:10/02/2024
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 sent payment for medical and billing records for one of our client's and they cashed the check we sent in June 2024, but they have not sent us any records.We need these records ASAP for mediation and this facility seems to ignore requests but manages to cash checks. Please provide us with a response by end of day today.
Business Response
Date: 10/10/2024
Exer has faxed a response to the requestor on 10/7/2024 regarding their request for records and now considers this matter resolved.
Initial Complaint
Date:09/11/2024
Type:Customer Service 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 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.

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Exer Urgent Care is NOT a BBB Accredited Business.