Complaints

This profile includes complaints for Express Care Urgent Care Centers's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Express Care Urgent Care Centers has 26 locations, listed below.

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  Express Care Urgent Care Centers

  5 Bel Air South Pkwy STE 1535 Bel Air, MD 21015-3816

  
• 

  Express Care Urgent Care Centers

  153 Ritchie Hwy Severna Park, MD 21146-1116

  
• 

  Express Care Urgent Care Centers

  8600 Liberty Rd Randallstown, MD 21133-4767

  
• 

  Express Care Urgent Care Centers

  1470 Martin Blvd Baltimore, MD 21220

  
• 

  Express Care Urgent Care Centers

  10490 Owings Mills Blvd Owings Mills, MD 21117-7814

  

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:03/26/2025

  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.

  I am formally reporting ExpressCare Urgent *********** for engaging in what appears to be a Medical Ponzi Scheme and for employing deceptive business practices. Three months after my visit to their facility in January for a cough, they unlawfully withdrew $250.00 from my bank account without my consent. At that time, I had only paid a deductible of approximately $50.00, and no additional fees were ever mentioned. The doctor and the assistant conducted various tests without my awareness, despite my not having provided any blood samples. They performed these tests under the pretense of addressing a simple cough, and all results returned negative.Subsequently, ExpressCare accessed my bank account and withdrew $250.00 without my authorization. Their practices are misleading, as they retain individuals' credit card and banking information and charge accounts months later for unnecessary tests that were conducted without consent and yielded negative results. This situation is unacceptable and requires rectification. I demand a refund of my $250.00 and request that the additional $48 they intend to charge be canceled. My insurance company has already compensated them, and I have paid my deductible. The retention of my banking information followed by the unauthorized withdrawal of funds is a criminal act, justified by claims of tests that should never have been performed. This operation appears to be a scam, and I believe it warrants an investigation.

  

  Business Response

  Date: 03/26/2025

  We have a card on file policy. Patient signed all waivers at the time of service showing that we may charge her card up to $300 dollars depending on what her insurance submits back this waiver she signed states to have funds available in your account for up to one year. Patient still had a deductible with her insurance that was not met, and this is why her card was charged. She did provide us with a card to swipe at the time of service. Patient still owes an additional $48 dollars to us. In addition to this she signed waivers to have testing performed and billed to her insurance. At the time of testing, she does have the right to refuse. Her results were provided by the provider to her at the time of service, so patient was fully aware of what she was being tested for. No blood was taken as we don't do blood draw only swabs. She was also provided a clinical summary with her test results. We have all waivers signed and dated by the patient in her medical file.

• Initial Complaint

  Date:11/01/2024

  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.

  I went to the urgent care on 8/11/24. I was having pain in my neck and possible sinus issues. They did a breathing test (why I don't know and a COVID test reasonably). Today, I received an email that my insurance company ******** **** ***** **** ****** out of Alabama denied my visit and I owe full cost of $248. I pay $94.xx biweekly for enhanced insurance that should cover urgent care cost and a copay of $75 only. I called **** today and they denied even getting a claim. I called ExpressCare whose billing department was unavailable. I only expect to pay my contracted amount for service $75. they need to submit the claim to my insurance and my insurance Needs to Pay!

  

  Business Response

  Date: 11/11/2024

  An email has been sent to the lead of our billing department to look into this request and re-submit to insurance if needed. They will advise me once completed and I will contact the patient. 

• Initial Complaint

  Date:09/12/2024

  Type:Delivery 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.

  ****** ****** NP was very unprofessional and non caring. I was diagnosed with the flu that was not getting better after days. I return to ExpressCare Northpoint in Dundalk MD to meet ****** ******. I started to tell her my symptoms but she didn't care she stopped me to say that's the flu. She didn't listen to my lung sounds or nothing. I was short of breath but she didn't care to listen. I went to a patient first next day and had a caring MD who listened to my symptoms, lung sounds, and extra test without pushing me away like ****** did. I was diagnosed with bilateral pneumonia. I will never return to expresscare after this. Nor will I recommend or bring a family there. ****** should find another line of work if she does not care about patients.

  

  Business Response

  Date: 09/20/2024

  Thank you for sharing this information with us.  We will reach out to the complaint directly. 

  

  Business Response

  Date: 09/20/2024

  Hello,

  I am the Senior Director of Clinical Providers here at ExpressCare and I, along with the entire senior management team have reviewed this complaint.  ExpressCare works diligently to deliver the highest quality of medicine to care for our patient's urgent care needs in a timely and compassionate manner.  We are truly apologetic for this negative experience.  I have already addressed this incident with the provider, ****** ******.  I first, reviewed the medical charts from both the 9/9 as well as the 9/7 visit. On the 9/9 visit, the presenting complaint is listed as "not getting better after being dg with Influenza two days earlier". At the initial visit on 9/7 the patient was treated with ******* and a cough / decongestant medication which is appropriate.  Review of the 9/9 chart shows a normal temp and oxygen saturation of 97% on room air. The Review of Systems noted complaints of fever, body aches and cough.  No complaints of *******************, wheezing or other complaints consistent with difficulty breathing were noted.   The physical exam on the 9/9 visit is also listed as normal including lung and heart auscultation in the medical chart.  ****** instructed the patient to continue to take the medications as prescribed.  Follow up with her primary care doctor and return immediately to the clinic for any worsening symptoms.  The review of the medical records found that standards of care were met.  That said, while I agree, it is to be expected to continue having symptoms related to flu after just 2 days, I am very sorry this patient had a negative experience and felt her concerns were not addressed.  I had the provider, ****** ******, review the record and then write a response after I had forwarded the patient's complaint to her.  Medically, ****** reported that she did not find any indication that the patient may have developed a more significant process such as pneumonia.  Again the O2 saturation and temp were normal.  The patient was speaking in full sentences with no signs of distress or difficulty with breathing.  ****** was very surprised, and sorry, to hear of the patient's dissatisfaction.  At no time, did ****** realize that the patient was dissatisfied during the visit.  ******, was most sorry at the fact that the patient felt that ****** did not listen to her or care about her presentation.  ****** strives to be a very conscientious and empathetic provider. Historically, ****** does very well with patient satisfaction and this is certainly uncharacteristic of her patient interactions historically.  That said, we have placed this report in ******** personnel file which will be part of her future performance reviews.  We have also placed her on a probationary monitoring program for 1 year, in which we will routinely review random charts of ******** to ensure she is meeting standards of care, and any further patient complaints of this degree / type will result in further disciplinary action including possible suspension or termination. Again, I want to express our deepest apologies to the patient for this negative experience.   That is certainly not the type of experience we strive for at ExpressCare.  We will continue to work to ensure this does not happen again, and that patient's concerns are met with respect and compassion as we have done for almost 20 years.  

   

  Best Regards, **** *******, ** PA-C

  

  Business Response

  Date: 09/20/2024

  Hello, 

  Upon receiving the complaint from the patient, I immediately forwarded it to the provider, ****** ******, and asked her to review the chart and instructed her to write a detailed account of her interaction with the patient and a response to the patient's complaint which we then discussed.  I am also, providing the portion of the written correspondence from ****** that details her account of the interaction with the patient.  See below:

  This patient was seen at Expresscare on 9/7 and returned on 9/9. When I opened her chart I noticed she was seen two days prior therefore I read the previous encounter before going into the room. I asked the MA about the patient's symptoms which she said "cough" and wanted a work note. I went into the room and introduced myself and said, "I noticed you were here two days ago diagnosed with flu but concerned about your cough, correct?" Patient pulled out her discharge paperwork and said initially I was given a work note for two days and I'm still coughing. I need more days and told if I need an extension to come back in. I'm still coughing at times and I want to know if that is something that should be still happening and I want to go over my medications." (She was pointing to the paper) I then asked her about other symptoms and she said she mostly just had a cough and "I need more days off, you know". I then proceeded to auscultate her lungs and the remainder of exam which were clear with no challenges to hearing because she was a thin woman. I then asked her if it was okay if we reswab her to make sure that she had not picked up anything else and she responded they already did. Once I returned I said your flu is negative which means that the ******* that you started taking is doing its job in eradicating the virus. She responded "I'm glad that's good news" I then explained the best option now is to continue with the ******* and bromfed as she is only 2 days into treatment. I gave her the ******* because she mentioned a post nasal drip. I went over her discharge paperwork and the two medications she was previously given. She then asked if she had a work note and I confirmed that it was in her discharge packet along with showing her. She then said thank you. I then said again cough can be expected after two days because your body is still ridding itself of the virus but continues with the medications given and the ******* added.

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22275042
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

   

  ****** ****** did not auscultate my lungs, she actually didn't bring a stethoscope out at all. I told her more symptoms of not being able to breath well. They was no mention of post nasal drip so I didn't understand why she prescribed *******. I asked Ms. ****** about my lab work that indicated abnormal urine results.  This is when she told me it is beyond my understanding but wouldn't explain at all.  I would of been satisfied if she at the very least listened to my lung sounds. I did mention a doctor note since I explained my symptoms were getting worst.  Ms. ****** was unprofessional and uncaring. Nurse practitioners should at the very least auscultate lung sounds and hear patient symptoms without ******* them out. The very next morning, patient first listen to my symptoms and lung sounds,  then did further workup to find i was severely dehydrated with bilateral pneumonia. I'm glad I had encounter with a good healthcare professional at patient first because Ms. ****** is unprofessional and does not even assess patients.  

  

  Business Response

  Date: 10/01/2024

  Hello,

  I have discussed the case at length again with the provider, ******, and she was under the impression that she had answered all questions including the questions pertaining to the Urine test from the 9/7 visit to your satisfaction.  She did remember you asking about the urine test and that she explained it was negative for any signs of bacteria or UTI and that you at least seemed satisfied with that answer.  She stated you also asked about the medications you were placed on and she explained the one medication was the antiviral medication for Flu (*******) and that the other was a cough and decongestant medication at which time you responded that you felt like you had a drip in the back of the throat so she offered the ******* at that time and you responded in favor of the *******. ****** went on to say, that due to your concern of not improving at that point, she had ordered repeat Flu and ***** testing to ensure that you didn't also have Flu B or *****  in addition to the Flu A that was diagnosed on 9/7.  Both the ***** and Flu tests were negative on the 9/9 visit, and ****** stated that she explained that this could be due to the ******* that you were taking, but that she stated to you to continue taking  the ******* as written for all 5 days. At no time during the visit did ****** sense that you were unsatisfied with the visit or else she stated she would have tried to resolve the matter at that time.  

  Again, I along with the entire management team, and ******, apologize for the negative experience.  This complaint is not consistent with the type of care we have come to expect from ******, and it is certainly not indicative of the high standard of patient care we are dedicated to providing at ExpressCare.  I have discussed this case at length with the provider, ******.  She has been placed on probationary monitoring, where we will continue to monitor her charts to ensure standards of care are met, and any further similar complaint will result in further disciplinary action including the possibility of suspension or termination. This complaint has also been added to her personnel file for reference during performance evaluations.  I have also instructed our billing director to refund any out of pocket expense you may have incurred at this point (i.e. a copay) related to the 9/9 visit, and to write off any patient responsibility that may be due once the insurance company has adjudicated the claim.  

  Regards, **** *******, ** PA-C

• Initial Complaint

  Date:03/25/2024

  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 2/10/24 I visited this location (campus way/largo,Md) for an issue with my throat. An older lady welcomed me to a room & took my vitals. The male provider came in shortly thereafter, stuck his finger into the back of my throat & squeezed my left tonsil before telling me I would need to go to the emergency room instead, then said let me see what I can do exited the room- never to return. The same lady returned to do my vitals again. When the door closed she asked me if I ever had a coworker I did not like & if I was ever in a position to report such a person that was known to me to be doing wrong. I was confused and asked what she meant. She told me that the director was asking to speak with her in regards to a female coworker of the same location that she witnessed throwing away patients labs. She said the female employee would swab patients or collect their labs & not properly cap, store, or send them out but that she witnessed her immediately throw them away. She said she was now tasked with calling all the patients to come redo their labs & that she was being asked to divulge this information to management but did not want to look like a snitch or see anyone lose their job. I urged her to tell as soon as she was done with me as she has a greater responsibility to the public & to sick patients like myself. I told her that this employee is in the wrong profession & that there are sick people waiting on lab results that never made it out of their office. **** ppl thinking no news is good news. I was appalled to say the least & will never step foot in another medical facility in *********. This is frightening! I did not get any names of those that attended to me but Im sure should my medical records be pulled, that information will be there. I hope that this is handled appropriately or already has been.

  

  Business Response

  Date: 04/08/2024

  Dear *** ****** and *** *******,

   

  Thank you for your recent correspondence, in which you identified care and employee conduct concerns during *** ******** recent visit to an ExpressCare urgent care center.  *** ******** experience is not consistent with ExpressCares goal of providing high quality care in a professional environment, and ExpressCare offers its sincere apologies to *** ************** Patient satisfaction is of great importance to ExpressCare, and based on your correspondence ExpressCare did not achieve that goal during *** ******** visit.  Therefore, ExpressCare has already credited *** ******** credit card for the $50 copay she made to ExpressCare.

   

  We genuinely appreciate it when patients let us know how we are doing both good and bad so we want to thank you for taking the time to let us know about *** ******** experience.  We will promptly investigate the concerns raised and will take such actions as may be necessary to ensure patients in the future do not have *** ******** experience.  As I am sure you will understand, since the incident involves individual employees, due to privacy concerns ExpressCare will not be able to discuss either its investigation or any action it may take resulting from the investigation.

   

  Once again, sincere apologies to *** ******* for her experience.  We hope this concludes this matter, but if you have any questions or concerns, please do not hesitate to contact me.

   

  ***** ********, RN, Esq.

  Vice President, Chief Compliance Officer

  LifeBridge Health 

  
  

• Initial Complaint

  Date:07/24/2023

  Type:Billing 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.

  On 22-Jul-2023 I took my son to ExpressCare Urgent Care Centers in Mount Airy, MD for a suspected UTI. When it was time to pay my co-pay, I was told that it would be $150. However, this cost is for ER Services. I advised the front desk that this was incorrect and pulled up my benefits plan from my insurance application confirming that "Other Emergency Medical Services outside of the ER" is only $45 and showed this to the employee. She said she had no choice but to charge me the $150 based on how she ran the insurance card. I advised her that this was not our first time there and that we never paid this amount before. The front desk ran my son's insurance card as Emergency Room Services rather than Urgent Care. Since my son was in pain I paid the amount and indicated I would dispute it on Monday with my insurance company. My insurance company confirmed over the phone that it was only $45 and my insurance rep actually called ExpressCare's billing. The ExpressCare billing department for Mount Airy indicated that I cannot receive a refund because everything was already processed. IF they give me a refund it would only be if my insurance company denies their claim. This company has stolen money from my family despite the evidence and now I have to wait months for them to correct or take it to small claims court. If they have evidence from me and my insurance that they overcharged me, then they should be able to refund the overpayment within days.

  

  Business Response

  Date: 07/31/2023

  After reviewing the account we verified that the incorrect copay was collected. The difference has been refunded. We apologize for the error and any trouble it may have caused. Additional training has been provided to our team to prevent this from occurring in the future. 

  Thank you for bringing this matter to our attention.

  Customer Answer

  Date: 08/01/2023

  
  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:06/15/2023

  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.

  I was seen at the Express Care in Eldersburg on 17 May 2023. I was treated for lyme disease. Because of my symptoms and side effects from medications I needed to take off of work 22 May through 2 June. I am a member of a leave bank and am able to get paid for that time as long as Express Care filled out one form. I brought the form to Express Care on 1 June and was told they would not fill our 3rd party forms. I then called Express Care corporate on the same day and left a voicemail. I never received a response. My work said if they wouldn't fill out the form a note saying I was being treated would suffice. I emailed Express Care with the email listed on their webpage on 4, 5 and 9 June with no response. I have also called numerous times and the number goes to voicemail.

  

  Business Response

  Date: 06/21/2023

  We are sorry to hear about your difficulties in reaching us and frustration with obtaining a note for extended leave from work. 

  We staff our phone lines from 9am-9pm 7 days a week at all of our clinics.  This is core to our operation because it is how we make appointments and register all the patients we see each day.  At peak times, call volumes can get excessively high and it may be more difficulty to get through right away.  But we make every effort to keep our lines open and we always call back anyone who leaves a message. 

  We also routinely follow up with our patients after their visit and I saw from our notes that we followed up with you on 5/22, five days after your visit.  During that checkin call, the notes indicate that we addressed a medication question you had and that you were doing well and feeling better.

  Unfortunately, we are unable to provide work or school notes for the extended time-frame you had requested.  We can excuse patients from work for a couple of days to recover from a minor, acute illness.  But when extended leave is requested, it indicates a more chronic or serious condition, and these must come from the patient's primary care doctor or medical specialist.  Usually, more long term illness or more serious conditions are managed by these types of providers and they can request extended leave for the patient, if indicated.

  I hope this addresses your concerns and helps you better understand the process to request extended medical leave for your illness.  We hope you continue to feel better and look forward to serving you the next time you need urgent care.

  Customer Answer

  Date: 06/26/2023

  
  Complaint: ********
  
  I am rejecting this response because:  I returned because I did not receive the appopriate amount of medication according to the the ***, the **** ****** and ***** *******.  I was improving with the medication, however I was still too symptomatic to return to work.  I do not understand a policy that refuses to provide an absence note when you were the facility providing treatment.  For my particular condition I already had the medication and it was working so do not understand why I needed to follow up with another physician who did not provide me the treatment for a note.  The company is not losing revenue, however due to your unwilliness to provide a simple note, which my work would accept, I am out of two weeks of pay.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:02/21/2023

  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.

  I went to the Largo, MD ExpressCare Urgent Care Center to seek medical attention on January 1, 2023. Prior to receiving medical attention I submitted my copayment of $20.00 and received a receipt indicating that payment was made. On January 19th, January 26th and February 2nd I received text messages informing me that I needed to submit a $20.00 copayment, which I had already done so the day services were rendered. I attempted on several occasions to address the matter by calling the billing department and was asked by a S. W****** to send her a copy of my receipt via email, which I did so on January 26th, however I received no return call/email to indicate that the matter had been rectified. As a result, I received another text on February 2nd requesting that payment be made, and in response I called the billing department again on the same day and spoke with C. Bradshaw and was asked to email her a copy of the receipt as well in hopes to rectify the matter. However surprising to me, I received a statement in the mail dated 2/9/23 requesting payment with a threating notation indicating final statement before further action. So, again, I contacted the billing office on 2/20/23 at 8:28 a.m. and spoke with Ms. Crystal who informed me that the payment had been applied to my account and my account was cleared. When I asked if I could receive documentation to indicate the matter was rectified I was told that she would not be able to do so, however she informed me that she was the person that I spoke with previously and that a manager had to research how the payment was submitted by going into the system and applying the payment to my account. She assured me that it had been done and that the statement is something that is generated automatically.

  

  Business Response

  Date: 02/24/2023

  Thank you for taking the time to express your concerns regarding your experience. We regret that you were unsatisfied as it is our goal to not only provide excellent care but exceptional customer service.

  We have applied the $20 payment that was made at the time of service to your invoice for services rendered on 1/1/2023. We sincerely apologize for the delay in getting this payment applied but can assure you that the your account has been paid in full and you owe no balance for this date of service. Your account was never referred to an external collections agency. A summary of charges has been mailed to your address today which will show the $20 payment being applied and the $0 balance on the account.

  We hope this resolution is to the patient's satisfaction. Should you require any additional information regarding this complaint, please feel free to contact our Billing Department at 410-420-6970 ext. 5. 

• Initial Complaint

  Date:10/29/2022

  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 12/28/21, me and my son visited expresscare on martin blvd in middle river, md to get covid tested because a member of our household tested positive. The expess care website clearly advertised 100 prevent free covid testing. Due to the volume of requests, expresscare only does 20 tests per day on a first come first served basis. We arrived 3 hours before the place opened to secure our spot but we still had to wait over 5 hours after expresscare opened in order to be tested. We were both tested and found negative. I provided my insurance info at check in because it was required. A few months later i got a bill in the mail stating that i owed expresscare money for the tests. I called them up and they told me that their contract with cigna required then to bill all covid tests as examinations and that's why I was billed. Expresscare told me that they would resubmit the claim as covid tests and that everything should be covered. 6 months go by and today i get 2 bills in the mail for a total of 144.40 for both me and my son with a due date 2 days from now before "further action." The tests are supposed to be free. I think that being billed as an examination is a clear attempt to circumvent the Cares act. The account number on the bill is *******

  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 7, 2022/11/11) */ Thank you for taking the time to express your concerns regarding your experience. We regret that you were unsatisfied as it is our goal to not only provide excellent care but exceptional customer service. All patients who present to ExpressCare for COVID-19 testing are evaluated by the medical staff on site. Evaluations include collection of vitals, past medical and social history, obtaining the chief complaint and a physical examination. Given the nuanced nature of COVID presentations, ExpressCare did not act as a simple testing center. Instead, each patient had their vitals obtained, was examined, provided their test results and counseled on their need for quarantine or isolation if necessary. As such, ExpressCare files a claim to the patient's insurance company with the appropriate CPT and HCPCS codes based on the services rendered and in accordance with our contract with their health plan for all COVID-19 testing encounters. At no point did ExpressCare provide or advertise "free" testing. ExpressCare filed all claims to the patient's health plan for these services which is why insurance information was collected at the time of service. ExpressCare participated in HRSA's COVID-19 Uninsured Program which allowed patients without insurance to be evaluated and tested for COVID-19 at no cost to the patient. However, patients without insurance were required to enroll in this program so ExpressCare could file their claims to the HRSA program for reimbursement. Ultimately, according to mandates in the CARES Act, it was the insurance companies responsibility to waive the cost-share to its members for COVID-19 testing and treatment. ExpressCare filed the complainants' claims to their insurance company as is our policy. ExpressCare has a global urgent care contract with their health plan meaning we file a global charge for all services rendered including COVID-19 testing. We are contractually obligated to file claims to the payer in this manner as they do not accept claims with itemized services. The complainants' claims were filed with an approved COVID-19 diagnosis code and a CS modifier indicating that the cost-share to the member should be waived. The patient's health plan processed the claim and applied an out-of-pocket expense of a deductible and coinsurance as the member's responsibility to pay despite ExpressCare's request to process the claims with no cost-share to the member. In September 2022, ExpressCare was advised by the health plan to submit proof of COVID-19 testing to the insurance company so they could pay the claim in full. Copies of the COVID testing were furnished to the health plan as requested. To date, we have not received an update on the processing of the complainants claims. However, ExpressCare is continuing to follow up with the patient's health plan to request they reprocess both claims with no out-of-pocket expense to the patient. As a courtesy, we have placed the claims on hold internally until a final determination is reached by the payer. It is important to note that ExpressCare is simply the healthcare provider. We treat the patient's medical complaints and file their claims to the health plan for reimbursement. It is ultimately the health plan that determines the member's benefits and out-of-pocket responsibility. ExpressCare only bills the patient based on the insurance company's determination of their benefits. We regret that the patient's claim has been inadequately processed by the health plan and look forward to working with the member and his insurance to get this issue resolved. We encourage the member to contact our Billing Department to follow up on the status of his claims. The Billing Department can be reached at 410-420-6970 option 5. Should you require any additional information regarding this complaint, please feel free to contact us.

• Initial Complaint

  Date:08/08/2022

  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.

  I visited this center on 8/8/22 and logged in to be seen at 1:30pm. My son had a rash on the back of his leg. When I entered the facility, there were 8 people waiting ahead of me. I wasn't seen until 3:45pm. My son was getting restless and it became frustrating waiting for so long. There were no time estimates/check in to see how much longer patients had to wait. I had no choice but to stay since my co-pay was charged prior to me being seen. After finally getting called to the back, I had to wait another 30 minutes. This urgent care is very misleading with its advertisement. It says it is faster then ER and more cost efficient. A three hour wait for urgent care is outrageous. I would like my $50 copay back immediately. No one should have to be required to wait so long.

  

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/08/09) */ Thank you for your feedback. We regret that your wait was long. Our centers have been inundated with patients seeking evaluation for many ailments including Covid and Monkey Pox screenings. I can assure you that the ER wait time is at least three times as long as urgent care centers. We are in unprecedented times. Our staff have been working hard to accommodate as many patients as possible. Unfortunately, we cannot prevent longer wait times than we usually have. In addition, we don't set your copay. That is dictated by your employer's health benefits. We are obligated to charge what they mandate. Also, we do not refund co-pays for wait times, because for the most part, it is out of our control. We evaluate multiple illnesses that vary in their severity and scope. It is impossible to set a guaranteed wait time. Our slogan is intended to emphasize the relative wait time difference between us and ER. I hope your son recovers quickly. Best Regards Consumer Response /* (3000, 7, 2022/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your response although it is just a reiteration of polices and guidelines, no personable acknowledgment of inadequate customer service. Firstly, I am more than financially equip to pay a copay. It took so long to be seen that I walked out of the clinic, without receiving treatment or being seen. Therefore you are more than responsible to refund my copay. This complaint was not submitted to simply state my dissatisfaction. Co pays are not charged without being seen. Your facility charged my card before seeing me which is a guideline that should maybe be changed. I will also be reaching out to the CEO of **********. The reason for my visit was for my son to be seen for a rash on his leg. He started to become restless and sick while waiting for three hours. Once again, I left without seeing any doctor. Refund me my copay. Business Response /* (4000, 9, 2022/08/10) */ Hello. If you were not evaluated, we would be happy to refund your copay. This wasn't clear from your original message. Billing will process. Thank you

• Initial Complaint

  Date:07/11/2022

  Type:Billing 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 made an appointment to be seen at the Wilkens Avenue office on 7/7 @ 9:40am. I arrived around 9:45am, called in the back by 9:55am, and discharged at 10:13 am. The visit was really rushed and no real exam was given. I was there long enough to test negative for Covid, Flu, and to receive a prescription. That's it. Fast forward to 7/10. I returned to the urgent care because I actually felt worst and my paperwork recommended that I "return to the clinic in 3 days if not better." Little did I know they would charge me again for following their instructions. I informed the front desk person that I was just there on Thursday and my paperwork said to come back in three days. She said well; to not be charged again you have to come back in two days. I said we'll that's not what this say. Can I see a copy of the policy? She said that it's not written down but has been told to her multiple times by management. Now, I ask to speak to a manager because I'm not feeling well and just want to be seen. She told me that location doesn't have a supervisor. Desperate for care, I paid the copay and asked for information to make a formal complaint. As I sat waiting to be seen, I attempted to email the address on the card and the email came back undeliverable, and yes the email address was correct. At this point, I decided to ask for a refund of my copay and I left. Again, with no documentation because the staff member said she had to "call her supervisor on the phone to process the refund." I also realized that my pressure was elevated (from reading my discharge papers) but noone mentioned it to me or rechecked it. The ask on entry questions included on my summary was completed but most questions were never asked of me. Along with the social history question and the dosage of my medication say unknown but they didn't bother to ask. My symptoms during the visit are also fabricated because I had plenty of those symptoms and they weren't normal because I felt horrible.

  

  Business Response

  Date: 07/25/2022

  Business Response /* (1000, 10, 2022/07/25) */ Thank you for taking the time to express your concerns regarding your experience. We regret that you were unsatisfied with your experience as it is our goal to not only provide excellent care but exceptional customer service as well. Staff working the date in question will be educated on the proper way to handle in the future. Patient did seem satisfied after speaking with her. Consumer Response /* (2001, 17, 2022/08/03) */ The response from the business was sufficient. I truly appreciated the empathy and their willingness to address all the issues and concerns I had.