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Business Profile

Medical Doctor

Carbon Health Medical Group

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Carbon Health Medical Group's headquarters and its corporate-owned locations. To view all corporate locations, see

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Carbon Health Medical Group has 2 locations, listed below.

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    Customer Complaints Summary

    • 72 total complaints in the last 3 years.
    • 17 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:02/13/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      This company has unethical billing practices. They took my credit card and kept it on file. I made a copayment at the time of the visit. My insurance evaluated the bills and indciated that I still owed money to Carbon Health and communicted that value to Carbon Health (and sent me an EOB statement in the mail). On the 13th day after my visit, I received an email from Carbon Health that they would charge the remaining balance to my card on file on the 20th day after my visit. The email did not include a bill nor did it explain the charges. 1) It is unethical to have such a rapid payment requirement when it is not clearly communciated to the patient. The industry standard is 30 days after the bill is issued. I have still not recived a bill nor an EOB (day 22 after my visit). 2) It is unethical to not provide a patient with a bill explaining the charges prior to charging the patient. I still have not recieved my EOB so I cannot confirm if Carbon Health correctly billed my insurance, I cannot confirm if my insurance accurately covered what my plan requires, and I have no time to dispute the claim (if needed) with my insurance. Medical fraud (and mistakes in coding) are common. It is unethical that a medical company does not allow time for the patient to communicate with their insurance and resolve any issues prior to charging the patient. I did not authorize Carbon Health to charge my credit card for the remaining balances. When I complained, they stated: "By signing Carbon's privacy forms during check-in, you are consenting to leave a credit/debit/HSA or FSA card on file with Carbon Health Medical Group and our affiliated medical groups. Your information will be stored using the same encrypted, secure software used to store your medical records. You are also consenting to have your credit/debit/HSA or FSA card charged for any remaining balance you may owe." It is unethical that a company hides billing policies in the privacy forms.

    • Initial Complaint

      Date:02/06/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      In Nov 2023, I had a problem with my ear. I was flying soon thereafter and wanted to ensure my eardrum was healthy. I booked an appointment online with Carbon Health for a next day appointment after verifying via their website that my insurance was accepted. I uploaded my insurance card; there was some sort of message that if there was a problem with my insurance, they would reach out. I arrived the next day for my appointment to find there was no staff onsite. I waited outside the office, unsure what to do. I couldn't get in. Eventually, my doctor appeared. He explained that the entire staff had called in sick that day. There was nobody to verify insurance with. There was nobody to collect a copay. He was the only person there, was a bit overwhelmed, and clearly was not the person to ask about my insurance. Eventually I received a bill from Carbon for the full amount of the visit. I wrote, explaining the situation, but never heard back from them. I also never received a claim denial from my insurance provider. In Jan 2025 I began to receive daily reminders from them about my past-due balance, which was the pay-cash amount for the appointment. (I have NEVER received anything in the mail from them; email only.) They have finally let me know that they received a rejection from my insurance company, saying that the insurance company claims to have been out of network at that time. Again, I have not received any denial of benefits from my insurance company nor any documentation of any sort from Carbon for at least 12 months. This situation is ridiculous and unfortunate. I thought MAYBE it was a one-off thing, but I can see that MANY people have had similar information regarding incorrect insurance information on the website, misinformation, lack of staffing, and problems with the billing department. (One last note: this appointment was not at the beginning or ending of a coverage period for insurance purposes. It was in October.)

    • Initial Complaint

      Date:01/18/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 was charged incorrectly multiple times and they are saying my co-pays are different than what they actually are. They are harassing me with emails for payments that are already paid and will not stop trying to charge an old debit card.

    • Initial Complaint

      Date:01/15/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 Carbon Health in ********, ** On December 19, 2024 and recieved care for a stubborn sinus infection. I paid $48 as a co-pay with my debit card and they billed my insurance for the rest. On January 14, 2025 my debut card was charged $78 without my permission, or even my knowledge that there was an outstanding balance. I did not receive any statements, or email notifications that there was an outstanding balance on my account... nothing. They just took it upon themselves to run my card on file when my insurance did not cover my visit. How is this legal?

    • Initial Complaint

      Date:01/07/2025

      Type:Product Issues
      Status:
      Unanswered
      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 a family member highly recommended the Carbon *********** in *********, ***, I made an appointment for 12/29/2024. During my visit, samples were taken for rapid Covid and Strep tests. The rapid test quickly came back and I was told that I would be receiving the regular tests shortly. I contacted the office via the app approximately 8 times requesting my results. Only one response was received from Honey **** ******* and I asked her to have the office manger call me and explain why my results have not been *********** date, 01/07/2025, I still have not received my test results or a phone call or text message from the office manager or anyone else.

    • Initial Complaint

      Date:01/03/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Services done by Carbon Health on 10/17/2024. In ******** Ca. I'm posting this on the corporate page, because the murrieta location was not listed on the BBB website and I need a resolution. I went in to carbon health on 10/17/24 due to High blood pressure and a pain in my chest. I saw ****** *****, DNP. She did an ***. She told me and I quote..."you need to go to the Emergency Room, off the record you could die." I imagine she said off the record because the entire visit was recorded with AI and I would think that the system would not record due to her saying "off the record". My wife and I were very scared because, we were told ..."you need to go to the Emergency Room, off the record YOU COULD DIE." So we listened to ****** *****, DNP and went to the *** Once I was at the hospital, they did another *** and told me, "you're fine. We've seen blood pressure well into the 200 range and those people were fine also." So now I have a giant medical bill because we followed the recommendation by ****** *****, DNP . I fell like they used a scare tactic on my wife and myself to squeeze more money out of us.

    • Initial Complaint

      Date:12/12/2024

      Type:Order Issues
      Status:
      Unanswered
      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 Carbon Health for a covid test in Mar, 2023, and checked with them the total payment is $160 for the test without any insurance, and no more additional fees. After more than 1.5 years, I just received a new bill from them. They added a NEW $400 office visit fee, and billed my insurance. They said my previous $160 was for the office visit, and need to pay remaining $100+ for the covid test charge. They cannot just add new charges on an old bill after more than 1 year of a visit.

    • Initial Complaint

      Date:12/02/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 this urgent care clinic on 11/30 and I was very sick. They conducted a throat swab and I was told I would have results in less than 24 hours. I called repeatedly the following day and was given mixed answers about when Id get the results. I spoke to a doctor at 6:30pm on 12/1 who assured me that I would see results the following morning. On 12/2, today, I called starting right when the clinic opened and asked to follow up with the lab on my results. I begged to speak with a doctor. I was denied both by the front desk. After hours of calling, I finally asked for the name of the lab and contacted them directly, and they informed me that carbon never sent a sample for me as a patient to their lab. I believe this facility needs to be shut down as its risking the lives of many patients, myself included.

    • Initial Complaint

      Date:11/26/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 was quoted $135 for my exam for Coast Guard paperwork and was told the blood work was included in the price. I was told this by the administrative desk worker and the doctor. Had I known that Id be receiving a $189 bill from a third party later, Id have skipped the bloodwork by not checking the Food Handling option on the forms. This more than doubles the cost. I did not agree to this.When I went two days after exam to collect papers, a different woman was at the desk and said I owed another $35 but would not explain what that was for. It was small enough that I paid. She did say I might receive a bill of $50 from bloodwork company, and at that point I couldnt do anything about it other than say that I was told by prior administrator and doctor that it was ************** matters and this was very misleading.I want this company to pay the bill now owed to BioReference Health and a full refund for my troubles.

    • Initial Complaint

      Date:10/25/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 October ******* my credit card was charged $400 . I have never been too or received care from this company . They allowed a charge with no identification . They refuse to refund leading to a three ring circus with nothing resolved.

    Carbon Health Medical Group is NOT a BBB Accredited Business.

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