Business ProfileforExcel Urgent Care

I am writing this complaint against Excel Urgent Care due to a deeply unsatisfactory experience my mother, ******** ****** had during our visit on 06/12/2023. Our visit was prompted by an eye injury my mother sustained when bleach accidentally entered her eye. We anticipated timely and appropriate medical care, but our experience was opposite. Upon arrival, we waited for over 1.5 hours at the "URGENT CARE" without receiving any medical treatment. We expected, at the very least, a basic eye rinse, a common sense for such injuries. However, no care was provided at all; instead, after waiting for so long, we were advised by the doctor to see an eye specialist. To our surprise, we were billed $75 copay and charge to our insurance for the visit despite the absence of any services. This bill is unpaid due to the ongoing conversation and no response from the manager yet. Our attempts to address this matter with Excel Urgent Care have been futile. We reached out to the manager multiple times via phone and email but received no response or acknowledgment of our concerns. The manager initially promised to consult with the medical director but failed to follow up, despite more than two months passing. It seems like she is avoiding the issue even after so many emails sent to her. We request the removal of the $75 charge, as it is unjust and unfair as no treatment was provided to us. We also seek a formal apology from the manager for their lack of response and the inadequate care we received. We kindly request your intervention to ensure patients receive proper care and are not burdened with unjust charges for services not rendered. Our goal is to prevent others from enduring the distressing experience we faced at Excel Urgent Care. Thank you for your attention to this matter, and we hope for a prompt resolution.