Business Profile
Urgent Care Clinic
Essen Health CareHeadquarters
This business is NOT BBB Accredited.
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Reviews
This profile includes reviews for Essen Health Care's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1.1/5 stars
Average of 10 Customer Reviews
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Review fromGiselle M
Date: 02/04/2025
1 starGiselle M
Date: 02/04/2025
I visited Essen Healthcare *********** on January 30th, and the experience was frustrating from start to finish. Registering was a hasslestaff kept directing me to a kiosk that wasnt working properly. I eventually managed to register at another station, but the wait time for an urgent care visit was far too long. The doctor (or at least I believe she was a doctor) was kind, but that was the only positive aspect of my visit. The real nightmare began after the appointment when I tried to access my records online. I was given conflicting instructions across multiple callstold to wait 30 minutes, then an hour, then 48 hoursbefore finally being advised to download an entirely different app. Once I gained access, I noticed discrepancies in my records: two separate visits logged for the same day (one for primary care and one for urgent care) despite only attending urgent care. Worse, I later received an alert for test results that I couldn't find, only to discover an unauthorized primary care appointment scheduled for that same day. When I called to clarify, the scheduling department claimed they couldnt connect me with anyone at the physical location unless I went in personcompletely unacceptable. At this point, I genuinely question whether this is an insurance scam or fraud. Do yourself a favor and stay far away from this company. Im now concerned about the security of my personal information.Essen Health Care
Date: 02/05/2025
Dear BBB Reviewer, we truly regret the frustration and inconvenience you experienced during your visit. Ensuring a smooth and positive patient experience is our priority, and we take your concerns very seriously. I have reached out to you privately via email to better understand the situation and work toward a resolution. We appreciate your feedback and the opportunity to make things right. Please feel free to reach out directly at *****************************************Review fromTalayah F
Date: 11/27/2024
1 starTalayah F
Date: 11/27/2024
Essen Health Care is by far the worst urgent care I have ever been to. On 11/04/24 I set up my appointment on their website only to arrive and have to repeat the process. Afterward, The receptionist proceeded to ask me what is my reason for the visit and my personal information in the waiting room full of patients. Which is a violation of HIPPA and PHI code. I returned on 11/06 to have them transfer my medication to another pharmacy (which never happened) and to get my results. I didn't receive my lab results until 11/26 after several attempts to get them. Stay away from this practice. I wish I could give them a negative 0 but it is not an optionEssen Health Care
Date: 01/29/2025
Dear Better Business Bureau Reviewer, Thank you for giving us the opportunity to resolve this concern directly. We sincerely apologize for any experience that did not meet your expectations. Your health and well-being are our top priorities. If we can assist you further, please do not hesitate to contact us at ***************************************** Alternatively, you may reach me directly at ************************************** Sincerely,***** ****** Director of Patient Experience Essen Health CareReview fromKaty D
Date: 08/20/2024
1 starKaty D
Date: 08/20/2024
This is by far THE WORST managed care group I've ever had the misfortune of dealing with. There are no live **** to speak with anywhere. They use a third party system somewhere in ************* and schedule appointments without having any idea as to whether a doctor is available or where the doctor is located. They had my poor elderly mother running around in circles sending her to different offices in her area, only to then say they wouldn't see her with a referral made by her insurance and demanded she changed her PCP to her practice. ******** and ******** should cease doing business and wasting tax payer dollars with ESSEN. I only gave it one star because 0 was not an option.Essen Health Care
Date: 10/02/2024
Dear ***** thank you for sharing your feedback. We sincerely apologize for your experience with our center. Providing safe, high-quality and compassionate care is our top priority, and we take your concerns seriously. Please contact our Patient Experience team at **************************************** so that we can further investigate and address this matter directly while providing further assistance.Review fromElton M
Date: 08/05/2024
2 starsElton M
Date: 08/05/2024
On 1/21/2024 I first sought urgent care services at Essen Health Riverdale, for a swollen painful left foot and was seen by a ****************** who spent more time establishing a patient history and ultimately decided someone will contact you and provide you with a referral for an ultra sound. I sought ease for the pain and the doctor said she could write me a script for Tylenol. I was contacted later and given a referral to 2015 Grand Concourse, Bx. NY for 1/29. The facility is not ADA ********* and despite my ongoing orthopedic and the presenting current problem had to climb the staircase three flights up as the elevator was not working. After waiting 45 minutes following my registration and seeing several other persons, some arriving after I did, I approached the receptionist, asking when will I be seen. I was told to be patient and for the first time learned that I had other tests, not described, besides the ultra sound to be taken. Another 20 minutes passed with me growing increasingly impatient as I was parked by a 2 hr parking meter before I approached the receptionist and was directed downstairs for a letter showing that I kept my appointment and was not seen. The letter replete with typos, when received stated I declined services and disrespectfully thrown at me. Fast forward, I received a bill from Essen on or around 7/10/2024 for $50, which I immediately paid via check. My bank confirmed that the amount was paid out to Essen on 7/17/2024, yet the latter followed up and sent me correspondence threatening that the amount owed, which I had already paid, would be sent to debt collection, if not received by September 7. Since receiving the correspondence, I have made futile efforts to speak with an Essen representative. They put you on hold for 20 minutes, then ask you to leave a number. So far, no one calls you back, echoing the discourtesy and disrespect, I have endured, not fully addressed here, in dealing with this organization.Essen Health Care
Date: 10/21/2024
Dear Mr. Maynard, thank you again for your feedback and for connecting with me directly over the phone. At Essen, we are committed to providing safe, high-quality, and compassionate care. We sincerely apologize for the frustration and inconvenience you experienced during your visits and with the billing issue. Your concerns have been reviewed in detail, and we have escalated them to ensure improvements in our services. Please know that we’ve taken the necessary steps to resolve the billing matter, and we truly appreciate your feedback as it helps us enhance our care. If you have any further questions or concerns, please don't hesitate to reach our Patient Experience team at [email protected].Review fromAdriana J
Date: 07/19/2024
1 starAdriana J
Date: 07/19/2024
Essen Health Care is currently billing me for a telehealth appointment I NEVER HAD. When I go online to check my appointment history, it shows 3 appointments I NEVER MADE. I assume they must have mixed up some paperwork, but they're showing that I booked appointments in the *****, when I live in ********. I have called their billing inquiry line *************) no less than 20 times and every time, someone picks up after a musical hold time, and answers the phone "Essen Healthcare," and then as soon as I start talking, they hang up the phone. Alternately, they just pick up the phone and hang up without saying anything. This is insane! I will have to dispute this charge through my insurance company, and hopefully someone there can help me sort it out. What absolute terrible customer service.Essen Health Care
Date: 01/27/2025
Dear Better Business Bureau Reviewer, we appreciate the opportunity to address the review submitted through the esteemed organization of BBB. We would like to provide an outline of the actions taken to resolve the issue. The matter was brought to the attention of our compliance team in July 2024. Upon review, we identified and corrected the issue, as our practice adheres to federal guidelines for coding procedures billed to insurance companies and follows the American Medical Association's medical policy guidelines. We also sent a letter to the reviewer in July confirming a zero balance. Any responsibility associated with this matter was written off at that time. Additionally, we conducted a review of call logs to ensure that our staff consistently follows proper phone courtesy protocols. For any instances where employees were identified as not meeting these standards, corrective measures were promptly implemented to address the behavior and prevent recurrence. We are committed to maintaining transparency and providing high-quality care and services. If further information is needed, please feel free to contact us directly. Sincerely, ***** ****** Director of Patient Experience Essen Health CareReview fromRandy M
Date: 03/14/2024
1 starRandy M
Date: 03/14/2024
I will join the chorus. I like my primary care provider, but getting to her and working through their systems is AWFUL. Poor customer service is an understatement. I have several examples but like ************ below I've been trying to get my lab results explained. I have access to them on line, but what exactly they mean I'm not sure. So I called to talk to the ******* Care provider --- but she isn't listed in their poor website. So I set up a phone appointment on a specific day and time -- No phone call. I talked with customer service and got apologies and excuses, but no call back as promised. Set up another appointment and guess what...the same thing, no call, no text, nothing. No call backs either. Terrible customer serviceEssen Health Care
Date: 02/25/2025
Dear *****, Thank you for sharing your feedback. Since your post we have implemented a Patient Experience Team at Essen to help advocate for the needs of our patients. We sincerely regret any frustration you may have experienced in trying to connect with your provider. Ensuring that our patients receive timely communication and clarity regarding their care is a priority for us. Upon reviewing, we identified that the concern was resolved since the review was posted. If there are any remaining concerns or if we can assist you further, please reach out to our Patient Experience team at ***************************************** We would love the opportunity to continue to improve your experience. Best regards, Patient Experience Team Essen Health CareReview fromEvelyn H
Date: 10/23/2023
1 starEssen Health is harassing me with frequent calls to my home, even after their business hours, when I am no longer a patient of theirs. They will not stop harassing me. I'm 70 years old and in poor health. I can't sit down to lunch or dinner in peace, I can't take a nap. They claim that they are being told to call me by my insurance company and my insurance company says they do not do that.Review fromZenaida S
Date: 02/23/2023
1 starHow about 5 negative stars? I don't understand how Essen Health Care is allowed to exist. They should be investigated by the USAGov. I was directed to them by my mom's medical insurance. I called many times to make an appointment, and they either kept me holding on or hung up. I have tried setting up the appointment on line, but there is response. I even wrote an email, but to no avail. I have informed my mom's medical insurance not to recommend them. Please don't waste your time! If they don't even care about setting up an appt, why would they care about your health.Review fromKeesha S
Date: 11/05/2022
1 starThe worse experience I ever had. Wish I could have given zero or negative stars. Terrible!!!! I should have gone to **** **. (I guess that's why it was so crowded there when I walked by?....) Since **** ** was crowded and I was on my lunch break, I came here....BIG MISTAKE!!! I went on November 4 2022. I had ear pain thinking maybe an ear infection. Waited in the waiting room for about an hour and then almost another hour in the exam room. The nurse (I guess she was a nurse cause she was also at the front desk) took my vitals (I guess they have to justify the visit with my insurance). When, I guess the doctor...short dress, long socks, not steril looking at all.... came in, she asked my name...I guess ?? she probably wanted to see if I knew my own name since it was written on the chart, but whatever. Then she examined my ear, and ended by saying she'll send a prescription to the pharmacy (didn't tell me what for ....will not be picking it up) and she said she will send it at the end of the day cause "it's very busy here". Didn't give me any suggestions on how to deal with the pain....just plain 'I'm pissed cause I'm the only one here and there's all these sick people' nasty attitude. Will never ever go back and would rather die than go there cause I may end up dying because of the wait and they'll charge my insurance. JUST TERRIBLE, TERRIBLE, TERRIBLE. It's so sad to have black "doctors" who feel they "made it" and make us people in the hood feel we should be thankful. I'm going where the rich people go...down by my job...in the future.Review fromNeal s
Date: 06/06/2022
1 starI had a sonogram on my legs almost 1 month ago. After repeated calls I still have not been given the results. This company is the worst. They are horrible my doctors office was sold to them and it is a non stop horror story. I will be looking for a new doctor and never come back
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