ComplaintsforExpress Care Urgent Care Centers

• Initial Complaint

  07/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  06/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  02/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  10/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  08/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  07/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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.

• Initial Complaint

  06/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had appt at 10:30am I was not seen until 12/1pm. I waited 8hours and called 15x for my prescriptions. I was place back in a que for a visit never received a call back from doctor. All I was told from front desk nothing they can do they can't walk to the back to talk to doctor. But I come pick prescriptions up. Well tell me what rocket science for me drives 30mins away vs 5 miles to my *** pharmacy when she still needs to rewrite the prescription. Why she can't send it over and instead of me wasting my 93 gas that $6.00 gallon and I'm sick. We are in day two I still do not have my prescriptions. I had to call your largo office and say I'm not getting off the phone until someone tell me why I can't get my prescriptions. I spoke to different doctor. She transferred my prescriptions to a *** I do not like. I was informed by *** they electronic fax largo office 5x. I had to call back again ask to send over the gel caps and not the regular pills. We are into another day 2pm in afternoon I still have not received my prescriptions. Missing several days of work. I could not go to my primary care doctor because she is out of the country for a month. I had reach out to my insurance company file complaint and be mediator of situation.I have filed 4 complaints and called your corp office today and yesterday.

  Business response

  07/05/2022

  Business Response /* (1000, 5, 2022/06/30) */ Called and spoke with the patient via telephone in regard to her complaint. Discussed the series of events that occurred. Patient already had resolution to her medication issue. Offered the patient a note for work for her missed days and sent it to her via e-mail. Educated staff on the customer service complaint, and provided additional training and ways that the situation could have been handled to provide better customer service. Consumer Response /* (2000, 7, 2022/07/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I agree with the response and the issue has been resolved. She apologized and agreed it shouldn't have taken days for the prescriptions. We both agree customer service is the key. I hope this doesn't happen again. I was forced to go to urgent care because my doctor is out of the country.

• Initial Complaint

  06/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have used this urgent care a handful of times but the issues started towards the end of May. We had a tele-appointment for my daughter for an ear infection. Our appointment was almost an hour late because they were having technical issues. I was called and informed my chart had merge with my daughter's but they were fixing it. Fast forward, they are trying to claim that they COVID tested me at this appointment. This appointment was a tele-appointment for my daughter yet I received a COVID result of positive for myself. Fast Forward to 6/5, my daughter was seen in person. Our charts were yet again merged. They asked for consent to COVID and Flu test her which her father granted however due to the charting issues no one actually tested her. On 6/7 I received a email stating she was positive. How was she positive when no one tested her? When I called to speak to the practice I was repeatedly told that she was indeed tested that it says so in her chart. My daughter is 8 months old, her father would have had to hold her for them to test her. She was not tested by them. They are charging my insurance company for tests they never completed and inputting false medical results into both of our medical record. Needless to say, we will not be returning to ANY Express Care location and I will be notifying insurance of this medical fraud.

  Business response

  06/23/2022

  Business Response /* (1000, 7, 2022/06/16) */ Thank you for contacting us regarding your recent visits. We take complaints of this nature very seriously. An investigation was completed on the complaints made above. All patient accounts are correct at this time. The mothers insurance company has been made aware of the incorrect charge and balance/claim has been voided. There does not appear to be any testing results charted that were not performed. We did speak with the complainant initially for details of what occurred and assured her we would resolve on our end. At this time, We have not been able to reach the parent again to discuss findings and progress.

• Initial Complaint

  06/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Took my 19 y/o son to Brooklyn Park M.D.location. We had to deal with a extremely rude secretary from the time I walked in til 20 minutes later in which I left. The problem was my son credentials git burned so they all had to be replaced so he had no picture i.d. I had visited this center several times during our struggles to get his birth certificate,social security card and now his i.d.They ways used my drivers license since we has same address and last name. I went to examine that to this delightful secretary before I could even finish she tells me " absolutely under no circumstances he couldn't be seen with out i.d" and then tells me that motor vehicles was no longer ger doing appointments..more less calling me a liar.So she sends the p.a out to talk to me and she was of no help telling me to take him to e.r. so I get up and leave....The secretary says under her breath" he's not getting seen regardless". A friend if mine was in the waiting room waiting to get seen she was there before me we just ran into each other there.. she calls me 2 hoyrs later to tell me about the secretary saying very un professional and private thi gs about my son breaking the hippa rules. Never Again will me, my friends,or neighbors will EVER be seen here again for now on I'm going to patient t first where I'll be treated with respect!!!!

  Business response

  06/10/2022

  Business Response /* (1000, 5, 2022/06/08) */ 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 were educated on the proper way to handle in the future. Patient did seem satisfied after speaking with her. Consumer Response /* (2000, 7, 2022/06/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I excepted there apology from the customer representative. The rep.was very apologetic and reassured me it would be handled.

• Initial Complaint

  04/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My wife went to express care on Martin boulevard and middle river rd in middle river md 21220 and the place was very disrespectful. They were rushing us out so they could close my son has been running a fever for 3 weeks he has broke out in a rash we haven't been able to get a appointment at his doctors so we took him their and the didn't touch him at all didn't take his temperature they were very rude and didn't follow protocol so now after waiting 3 hours for my son to be seen they try and say nothings wrong with him after waiting and them not even checking him out. The doctor then turn to tell us how to raise our child we have raise two kids already I want something done with this. People need medical attention and can't get it if they don't check the person out and it cost all the money they charge to not do anything

  Business response

  05/09/2022

  Business Response /* (1000, 8, 2022/04/30) */ According to a record review, the mom took their 6 months old child to our Middle River location on 4/21/22 for complaints of being fussy and "pulling on both ears" for several days. The parents reported that the child had no fever, congestion, cough, vomiting, diarrhea or breathing problems. At the visit, the patient's temperature, pulse, oxygen saturation and weight measured were normal. Physical exam showed mild clear nasal discharge and excessive drooling but "no teeth eruption yet". The remainder of the exam was normal. The patient was diagnosed with 1) Fussy Infant, 2) Allergic Rhinitis and 3) Teething syndrome. The mom was advised on OTC and home remedies like the use of a humidifier, saline nasal spray and suction, ***** vapor rub, etc to help with symptoms relief and to stop smoking. She was told to follow up with the patient's PCP or return to our clinic in 3 days if symptoms did not improve. I called and spoke with both parents after reviewing the complaint. They expressed that their main problem and frustration with the visit to our facility this time is that they felt rushed and disrespected. It was at or after clinic closing time that day and Mom felt like their son did not get a thorough evaluation because the staff was in a hurry to leave. I apologized to both parents for what happened. That is not the mannner in which we run our business and l assured them that every complaint is taking seriously and that l will do everything l can to make sure this doesn't happen to them or anyone else. Every patient that comes to our clinics (regardless of the nature of their complaint and the time of day) deserves our full attention and appropriate evaluation. I was happy to hear from the parents that they have always received great servce from ExpressCare in the past and that the experience they had at the last visit was out of the norm. We advertise to give service to the community and should expect to receive nothing less. The parents in this case are grateful and satisfied that l called them and have agreed that they will give us another opportunity to do right by them, if they need our services in the future.

*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. ↩