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Business Profile

Urgent Care Clinic

Essen Health Care

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Urgent Care Clinic.

Complaints

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

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Essen Health Care has 8 locations, listed below.

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    Customer Complaints Summary

    • 27 total complaints in the last 3 years.
    • 7 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/05/2025

      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.
      Ive been trying to get my infant sons medical records for weeks. There is no person who directly works for the company to talk to. I e left messages and emails and have never gotten a response. When you go to the doctors physical location, you are told to send an email or leave a message with corporate. They hire a service to manage phone calls and it is an impossibility to talk to an actual doctor or office staff about test results

      Customer Answer

      Date: 05/31/2025

      Better Business Bureau:

      At this time, I have not been contacted by Essen Health Care regarding complaint ID ********.

      Sincerely,

      ******* *****

    • Initial Complaint

      Date:04/29/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 live in fortune society a transitional houses abd i been trying to get my medical records from them for a while so I can get my apartment but the seem to keep giving ne excuses abd I'm about to lose the services I'm receiving because they wont give me my phych evaluation papers

      Business Response

      Date: 05/15/2025

      Dear *** ********* *****,

      Thank you for bringing this matter to our attention.
      We have reached out to the individual who submitted the report to offer an apology and gain a better understanding of their concerns.
      Following a thorough review, we found that the provider had directed the patient to the Medical ****************** and shared the appropriate contact information. However, the provider misinterpreted the nature of the request.
      The matter was escalated to our Medical Director, who provided additional guidance to ensure the provider appropriately handles similar requests in the future. For patients requesting documentation for specific purposes, such as housing, the correct protocol involves sending specific records directly to the requesting agency. In this instance, the provider has been given guidance and has now properly processed the request.

      Please let us know if theres anything further we can do to support the patient in resolving this matter.

      Sincerely,

      ***** ******* **** ***** **** ******** ** ******* **********  ***** ********** *********************************************************** ****************************************************************** ************** 


    • Initial Complaint

      Date:04/18/2025

      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 am filing this complaint regarding a fraudulent medical bill I received from Essen Health Care for ******************************** dated 12/29/2024 under claim number *******. The provider listed is ********* ********, FNP.I did not receive any such services on that date or any other date, nor did I authorize or consent to being enrolled in the *********************** (CCM) program. Additionally, I am not eligible for this program, as I do not have two or more chronic health conditions required for ************* a licensed social worker, I am well aware of the requirements and scope of chronic care management services. I neither requested nor required such services, nor would I ever agree to a house call or care management I do not need. This appears to be a case of insurance fraud, as both my insurance (Oxford Liberty) and I were improperly billed for a service that never occurred.I request the following immediate actions:1.Removal of the $26.69 charge from my ******************** of the false claim submitted to my insurance.3.A written explanation and investigation into how and why I was enrolled in this program without my knowledge or consent.If this issue is not resolved, I will be forced to escalate the matter further with my health plan, the Department of Health, and other appropriate regulatory bodies.Sincerely,******** ****** Account Number: ***** Billing Date: 02/04/2025

      Customer Answer

      Date: 05/15/2025

      At this time, I have been contacted directly by Essen Health Care regarding complaint ID ********, however my complaint has NOT been resolved because:

      [Your Answer Here]

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.

      Sincerely,

      ******** ******

    • Initial Complaint

      Date:03/27/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 the caregiver for my 81yo mother. I was not satisfied with the care she was being given, so I moved her to **********. This changed was made approx. 3 years ago. Periodically, my mother is called in an effect to get her to speak with someone. Her healthcare plan has been billed with "televisit" transactions from this location. For the last year or so, I have asked for my mother's information to be removed from their database, and for the phone calls to stop. Today, I received a call and once again asked for my mother's name to be removed from their phone list and their system in general. The young lady was not pleasant and told me that if I " had an education" I would know better. I was highly offended and informed her of my multiple degrees and 33 years as an educator with the City of ********. I need them to stop calling and harassing my 81yo mother with their fraudulent practices. The following are the dates within the last six months that they have called, in reverse order:3/25/25, 2/8/25, 2/6/25, 1/13/25, 1/10/25, 11/5/25. There are more calls but my phone registry only goes back to November.

      Business Response

      Date: 04/01/2025

      ********** ***** ****** ******** ****** ******* ********************* *** ******* ***** *** ********* ******* ***************************************************************************

      Complaint ID# ********.

      To. Whom It May Concern,

      We are writing in response to complaint ID# ********. As Patient Experience Specialist, I communicated with the reviewer on 03/28/2025.  During the call reviewer requested to have his mother removed from our call lists and the system in general. The request was immediately escalated to our ********* **** ********* ** ********** and our ***** ************* to review and address the patients request. We have taken all of the necessary steps to resolve the request.

      We appreciate the opportunity to support our patients, and remain available for any future assistance. Please feel free to contact me or my ******** ** ******* ********** ***** ****** at ************************************* or ************ with any further questions.


      Sincerely, 
      ***** ************ ******* ********** ********** ***** ********** ************************************ ***************************************************************** ******** ************  

    • Initial Complaint

      Date:07/18/2024

      Type:Product Issues
      Status:
      Answered
      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 have been trying to connect with someone from Mental Health to refill an important prescription. No one had returned my call or taken care of my prescription, which is urgent.

      Business Response

      Date: 09/13/2024

      ********* ***** ****** ******** ****** ******* ************ *** **** *** ***** ********** *** ********* ******* *** ****** ****** * *** ***** ** ***** ******* ************

      Patient Name: ** ********
      Complaint ID# ******** 

      To Whom It May Concern,

      We are writing in response to complaint ID# ******** filed by *** ********. Please know that at Essen Health Care, we are committed to providing safe, high-quality, and compassionate care.  Our priority is to address all raised concerns and continually improve our services.

      As ******** ** ******* *********** I personally connected with *** ******** to better understand her BBB complaint. I assured her that we would work diligently to address her concerns and use her feedback to enhance our care coordination. *** ******** confirmed that her concerns have been resolved.

      We appreciate the opportunity to learn from her experience. I have provided *** ******** with my direct contact for any future support. Please feel free to contact me at [email protected] or ###-###-#### with any further questions.


      Attentively,
      ***** ******* **** ***** **** ******** ** ******* **********  ***** ********** **** ******** ****** ****** ** ***** ******************** ************ ************

    • Initial Complaint

      Date:05/06/2024

      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.
      Labs were drawn on my mother and one of the came back extremely high. I am her healthcare proxy. I have not heard anything from the provider who ordered the test. I went online to send a message and it says I am not assigned a facility. If a provider can order a test then they should contact the patient or their representative/proxy to explain the result and what they are going to do. The only thing you can do with Essen is to sit on line for a hour to get a human on the phone so they can take a message and you never hear from them.

    • Initial Complaint

      Date:01/30/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 trying to pay a MEDICAL bill through the portal. The problem is I can't do it through the portal because they have my information incorrect. I have been trying to reset the portal not realizing that I'm sending a reset of password for my personal medical information to an email I do not know of. This is dangerous! Someone could have reset it and now sees all my personal information. This company is NOT picking up the phone. I've been trying for hours and hours in the last two days and can NOT get anyone on the phone. Nor is the company returning messages I have left--they ask their patients to leave messages and they will call you back but they are NOT doing that! I want to pay my bill before I am sent to a collection agency. I want my portal and information fixed.

      Customer Answer

      Date: 02/02/2024

      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 and the matter has been resolved.

      Sincerely,

      *****************************



       

    • Initial Complaint

      Date:01/12/2024

      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 notified by a letter dated December 29, 2023 that there was a company data breach March 17, 2023. I am wondering why it took 9 months to be notified of the incident. I am also wondering how this business obtained my information (which one of my providers they work with, since I am not a direct patient of Essen). Additionally, the letter stated that we should order a free credit report and we should "monitor our accounts". Why are they not providing a free subscription to a monitoring service since they are at fault for my information being let out to the ********** tried calling the phone number on the letter that I was sent, the representative was disinterested and rude, and could/would not provide me any information.

    • Initial Complaint

      Date:01/12/2024

      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.
      A ************************************* called me 3 weeks ago and told me she would sign me up for this program she spoke to me for a very long time and told me all the beneficial things she could do for me. I am in urgent need of help so I agreed to let her come to my home and sign me up. 3 times she mad appointment with me in which I waited all day around for her to come and she never did. She wouldn't come to the set up arrangements and would stop picking up phone calls. 3 times my time was wasted on waiting for this woman to come and service me. This is unprofessional and rude. I'm disappointed as I Needed the service very urgently.

    • Initial Complaint

      Date:09/11/2023

      Type:Billing Issues
      Status:
      Answered
      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 have been harassed by this Health Care with fraudulent charges. I have used their service but realized I was getting bills for dates of services I didn't see a Doctor. I called them and they say I should ignore the charges it won't happen again. But, it keeps happening, I called my insurance to alert them about these fraudulent charges and to flag them as I will no longer be using their services. I stopped using their services as of November 2022. I have received several bills for 2023, the most recent for date of service 04/30/23 and 08/21/23. I am frustrated with this Health Care and don't know what to do to have them stop making fraudulent charges. Another thing they do is they keep calling me asking to make appointments for me to see their Doctor. I told them multiple times I am not longer using their services so quit calling me. The stopped for a few months then start again. I need help to stop this madness, Please help, I'm frustrated!!

      Business Response

      Date: 09/20/2024

      ********* ***** ****** ******** ****** ******* ********************* *** ****** ******** *** ********* ******* ****** **************
      ******************************************************************************

      Complaint ID#********

      To Whom It May Concern,

      We are writing in response to complaint ID#********. As Director of Patient Experience, I personally spoke with individual who filed the complaint to better understand her concerns, and assured her that we would diligently work to address her needs. Since our initial conversation,I have taken all of the necessary steps to resolve her complaint. While I was unable to reach the complainant a second time to provide her with an update, I left a message with my direct contact information, should she wish to discuss the resolution further.

      We appreciate the opportunity to support our patients, and remain available for any future assistance. Please feel free to contact me at ************************************* or ************ with any further questions.

      Attentively,

      ***** ******* **** ********* ******** ** ******* **********  ***** ********** ******************** *************** ************************************* ************** **************


    Essen Health Care is NOT a BBB Accredited Business.

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