ComplaintsforConcentra Health Services, Inc.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hello,I had a preemployment urine screen done at Concentra in ************** on April 9th, 2024. The lady said my temp was out of range and called the employer. After a couple of mins the temperature gauge change to the color. She signed my paper work and I left to go back to *******. A few hours later I received a phone call stating that I had to come back to watch them open my packet to write remarks. I called and asked what was going on and they stated they made a clinical error and I needed to come back but I was almost back to ******* so I couldnt. So a few days went by and they marked in my clearinghouse a refusal when I have my paper work saying I went up there and completed it. Now I lost my current job with fed ex grounds. The stress & overthinking led me wrecking my vehicle. Now Im a homeless veteran of the US Army.

  Business response

  07/16/2024

  Thank you so much for bringing this to our attention and for allowing us an opportunity to respond. After your visit on April 9, 2024, you were informed via a phone call that you would have to return to the center to complete a subsequent collection as a result of the visit. During this call,you stated that you would return the same day, April 9, 2024. You then called back and stated that you would be returning the next day, April 10, 2024,however, you never returned. In response, we called you several times but you did not answer our calls or respond to any of our messages and as a result, we informed the *** of the events that occurred and that you had not returned. You did not contact us again until over one week later. Thank you again for bringing this to our attention and for allowing us an opportunity to respond.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I came here for nursing pre employment physical. I arrived at 8:30am on 5-6-24. I was waiting and registering for 20 minutes when I was told the doctor was pulled and would take 3 hours to get physical. Now I have to return for a physical further disrupting my time.

  Business response

  07/15/2024

  Thank you for bringing this to our attention and for allowing us an opportunity to respond. When you first visited our center for these services as a walk in, you were informed in the waiting room that it would take approximately three hours to complete all services due to the number of patients that had arrived before you. You decided to complete one service that day and return for the other services another day. You returned another day to complete the rest of the services as a walk in. Unfortunately, walk in volume can be unpredictable and total time in the center can fluctuate based on a variety of factors, including the number of patients that arrive before you.We sincerely apologize for any inconvenience this may have caused. Thank you again for allowing us an opportunity to respond.  

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would like to file a complaint about services at concentra regarding a doctor name ************************* an MD specialist that has failed to proved me the best service possible , ***** did not have the best interest at heart regarding my visit for a injury I was immediately accused of lying and the doctor provided me his personal thoughts regarding my injury and also attacked me in a way I felt uncomfortable Ive even tired walking out for help and the doctor placed his hands on the door telling me I cannot go anywhere I then felt super scared and uncomfortable and most certainly I didn trust his judgment by the way he treated me . Even after asking for help and addressing the situation to other colleagues at the facility I then asked for them to change the doctor I was promise that my next visit it would be with a new doctor and concentrate ignored my request and now that same doctor has cancelled all of my appointments for help and especially utilizing physically therapy after Ive mentioned I have hope in continuing physical therapy that was already booked for me to use then he canceled all treatment and released me to work with no restrictions even though Im still in pain

  Business response

  07/16/2024

  Thank you for bringing this to our attention and for allowing us an opportunity to respond. We sincerely apologize that you do not believe that you received the best service possible. Furthermore, ****************** adamantly denies that he accused you of lying, provided you with his personal thoughts,attacked you in a way that you felt uncomfortable, and that he placed his hands on the door and told you that you could not go anywhere. We will be looking into your request to change clinicians at Concentra further. Regarding the claim that all of your appointments (and thus treatments) were canceled and you were released to work with no restrictions, we will provide further information below. When you initially presented to Concentra, your mechanism of injury,symptom complex, and exam that were incongruous. ****************** found the connection between these questionable and informed you of this, however, you were referred to physical therapy and prescribed modified work duty. During a follow-up visit, the same inconsistencies were still present and you were ultimately released from care and returned to full duty.
  
  Again, we sincerely apologize that you do not believe that you received the best service possible. It is possible for you to reopen your case, with the requisite approvals, if you are still in pain and we would be happy to treat you. Thank you again for bringing this to our attention and for allowing us an opportunity to respond. 

  Customer response

  07/16/2024

  I am rejecting this response because theres audio in the rooms which you guys have proof of what has happened behind closed doors . This is unacceptable .

  Business response

  07/17/2024

  Thank you so much for your additional response. Concentra does not have audio in rooms to record patient interactions. If there is any additional information you can provide regarding your original complaint, we are happy to look into this further. Thanks again for providing additional information. 

• Initial Complaint

  01/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  *** 25th and Jan 26th my husband and I took our daughter to Concentra. On their website and on their phone tree it says "Walk ins are accepted". Yesterday 01/25/2024 we took our daughter in to get her physical for school, during their walk in hours. We were told by staff that they were doing paperwork and they couldn't see her. Today 01/26/2024 at noon we were turned away. The staff said they had different priorities and they turned us away once again. When I called to verify what the website and phone tree says as being accurate, I was given a scripted response. When I asked for the name of the employee that I spoke to she refused to give me her name and said they are not required to do so. When I went into the facility and asked for their names. One employee gave me her name and two others refused and said they are not required to do so. When I called Concentra In ***** where they are headquartered, I made no progress. I would like for Concentra or ************ the Director at Concentra to contact me in regards to why their website and phone tree is inaccurate. I'd like to make a formal complaint with the Concentra Office. Taken in dictation by SL

  Business response

  02/15/2024

  Thank you for bringing this to our attention and for allowing us an opportunity to respond. As a result of this complaint, we reached out to the consumer on January 29, **** and left a message, and we were ultimately able to speak to this consumer when we called again on January 31,****. When the consumer visited Concentra on January 25, ****, at approximately 4:15 p.m., unfortunately we only had one provider at that time and said provider had to leave the center. As a result, we requested that this consumer make an appointment or return for a walk-in visit the next day. We sincerely apologize for any inconvenience this may have caused. Furthermore, during the call, the consumer expressed that the complaint was resolved and we provided contact information should the consumer have any future issues.
  
  Thank you again for bringing this to our attention and for allowing us an opportunity to respond.

  Customer response

  02/21/2024

  I really appreciated the business' response. The Director of Concentra, *************************** was very professional. She answered all my questions and provided outstanding customer care. 

  Thank you ******************** for helping me get in contact with the right person. 

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited the Concentra, located at *****************************************************************. This visit was at the request of my employer for a random DOT drug screen. I arrived at the facility at apprx 3:50p and was called back to the clinic area at approx 4:10pm. I provided the admin with a specimen, I was told the specimen was not enough to complete a test. I was given a bottle a water, asked to sign a waiver and retake the test, all within a 20 min time span. Law states that the second test should NOT have been administered until 1 hour from the first test, and I should have been allowed up to 3 hours to produce another specimen. This place closes at 5pm, and I was basically ushered out and told to try again tomorrow. The admin told me "I guess you will have to try again tomorrow". By LAW I was to remain at this clinic for 3 hours and they were not suppose to have me leave. Concentra did not follow the law and reported to Clearinghouse that I refused a drug screen, which caused me to lose my job of 17 years and my CDL for one year. You all need to hire competent individuals who understand the law, this is a serious matter. If employees don't understand the law, they need to pick another profession, and not one that can affect someone's livelehood because they don't care and are ready to leave for the day. I spoke with *******************, the office manager and she was nonchalant and basically told me "I don't know what to tell you". She spoke with the admin that administered test and she told ****** that she was speaking with someone on the phone when she said "see you tomorrow" , which is FALSE. Why would you be talking to someone on the phone while handling a customer? I would like this investigated. I have attached a summary or events to this complaint. Also note, I called my supervisor to let him know that I had been ushered out of the building without completing the test. All of this is documented. I would have not left facility without the direction of the staff there.

  Business response

  01/31/2024

  Thank you for bringing this to our attention and for allowing us an opportunity to respond. After investigating the consumers allegations and speaking with the collector, the consumer presented for a Random DOT collection on 12/05/2023. The consumer provided an inadequate specimen volume during the first attempt and as a result, was advised to drink up to 40 oz. of fluids and was provided the mandatory three hour period. The consumer was advised to remain at the center during the three hour period and if the consumer left, it would be considered a refusal to test. Regarding the consumers other allegations, Concentra will be looking into this further and will ensure that appropriate action is taken based on its findings.
  
  Thank you again for bringing this to our attention and for allowing us an opportunity to respond.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a back injury and was going to Concentra, Concentra scheduled me for physical therapy. With ***********************, DPT treated me. I had told him I was pregnant, he was having me do some exercises that was making my back hurt worse. On 1/11/2024 I had a medical appointment at concentra with *******************, MD.For a follow up on my injury, first thing she said is, She spoke with ********************* to see how was my physical therapy was going , she said to me he refuses to work with someone who is pregnant. And the doctor told me she was taking me out of physical therapy. How am I supposed to get on the *************** myself.I feel I was being discriminated against for being pregnant.I feel this business is unprofessional and discriminates.

  Business response

  01/30/2024

  Thank you for bringing this to our attention and for allowing us an opportunity to respond. This patient was referred to Physical Therapy (PT) and had four PT visits on January 2, ****,January 4, ****, January 5, ****, and January 9, ****. At the PT visit on January 9, ****, this patient reported pain as an 11 on a scale of **** (10 being the highest), stated that she reinjured her back the day before at work, and reported increased symptoms after attempting exercises. Due to the patients elevated symptoms and worsening of symptoms reported at work, this patient was referred to a Concentra physician for further evaluation to review and evaluate the increased symptoms before returning to PT. This was communicated to the patient.
  
  The patient was seen by a Concentra physician on January 11, **** for a back pain re-check appointment. The patient rated her back pain at an 11 on a scale of **** (10 being the highest), and as a result, the physician and the patient engaged in a lengthy discussion regarding the different diagnoses of back pain. The patient reported that she re-injured her back at work which was worsened with PT, and the Concentra physician suggested that the patient discuss the worsening of her back pain with her obstetrician. The patient then requested to restart PT; however, given that the patient experienced worsening of her symptoms after PT, it was recommended that the patient hold off on PT for now and reassess at the next appointment. At no point was this patient told that *************** refuses to work with someone who is pregnant. Thank you again for bringing this to our attention and for allowing us an opportunity to respond.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This complaint is in reference to being billed services that were not requested by company. I have sent two staff members to be seen in the office and the provider has added additional services that were not requested on my behalf for staff. I have been trying to take care of what we owe but I cannot take care of it until it reflects the correct amount. I have reached out to several people in regards to this but I have not been able to get a return call or email response to any of this. I cannot upload document as this has healthcare PHI. Once someone reaches out to me I can upload the document as needed. I can be reached in my office directly at my desk at ************. I was told by *********************** at the ******* ** location that I needed to speak with *********************. She will not return calls or emails since 12/19/23. I was given another person as a contact but I cannot get in touch with her either. Seems Concentra is billing for items that are untrue. My next step is to file a complaint with the ***********

  Business response

  01/30/2024

  Thank you for bringing this to our attention and for allowing us an opportunity to respond. We sincerely apologize for any delay you may have experienced in communicating with Concentra. After following up with this consumer, we were able to resolve this complaint.
  
  If you have any further concerns or questions, please reach out to us. Thank you again for bringing this to our attention and for allowing us an opportunity to respond.

• Initial Complaint

  12/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Happened on December 7th 2023. 3p.m Concentra urgent care broke ******* drug tests regulation/policy as stated in DOT Rule 49 CFR Part 40 Section ***** *********** Specimen Collections bullet Require the employee to provide positive identification.You must see a photo ID issued by the employer (other than in the case of an owner-operator or other self-employed individual) or a Federal, state, or local government (e.g., a driver's license). You may not accept faxes or photocopies of identification. Positive identification by an employer representative (not a co-worker or another employee being tested) is also acceptable. If the employee cannot produce positive identification, you must contact a DER to verify the identity of the employee. They wrote me a wrongful refusal on a drug test for my company. They are stating that I refused. But. The start of the problem is that they never properly identified me as stated by DOT regulation. Annemployee scanned my drug test form without asking for proper identification as stated per DOT. She then asked for ID which I couldnt provide. So ****** said they were NOT going to be able to drug test me due to no photo ID. So I went ahead and use the restroom lobby 2 urinate as I had to go really bad when I came out I proceeded to leave. As Im getting to my car *********************** (this took bout an hour before we got to this scenario) then hollered for me across the parking lot and told me I had to take a drug test cuz she scanned my form and it would be a refusal ( keep in mind Ive exited the facitlity already). So I go in and try to urinate again I give them hardly any urine. And 3 employees proceed to tell me if I dont urinate more and leave its considered a refusal. In this time we are arguing about how wrong they were for this seeing how u never ID me and I already left so I dont understand why this UA was not terminate earlier. I have since been suspended of my services as of driver till resolved

  Business response

  01/03/2024

  Thank you for bringing this to our attention and for allowing us an opportunity to respond. This donor presented for a drug screen without proper identification. As a result, we attempted to contact ******* to verify the identity of the donor. We utilized the listed DER, but were unable to contact *******, so we attempted to locate an additional DER. During this time, the testing process was started;therefore, we requested that the donor return to the center to start the process. The donors first attempt was a Temperate Out of Range, which then prompted us to follow DOT guidelines regarding the observed collection process,including the three hour time frame to provide a new specimen. The donor ultimately left before providing another specimen. We have attempted to follow up with ******* and the number that is listed on the **** and have not received a response. We will continue to follow up and will take appropriate action based on our findings.

  Thank you again for bringing this to our attention and for allowing us an opportunity to respond.

  Customer response

  01/03/2024

  I am rejecting this response because:   Concentra is lying about trying to get in touch with a DER. Concentra tried the first time and couldnt get a hold of a DER so Concentra told me that they were not going to be able to continue. Concentra accidentally signed me in with NO IDENTIFICATION. I was already leaving when the center of operation *********************** admitted them at they were at fault for not identifying me properly. They broke DOT regulations for not Identufying a patient first. DoT regulations does NOT STATE that you CAN start a specimen collection as you WAIT for proper identification. That is NOT DOT regulations nor policy therefore is a wrongful refusal. Temperature outve range was is an irrelevant topic when I am stating broke DOT regulations from step 1

• Initial Complaint

  12/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  - I felt attacked, belittled, disrespected, and violated by the manager, staff and front desk person at The ROXBOROUGH MEMORIAL HOSPITAL *********************************************************************. I also felt that they dont want black men to have a job. Because of the horrible experience I had trying to get pre-employment screening done at this office. The manager and the front desk person named ***** both started yelling at me at the same time - ***** told me to come back in two hours because they only had 1 doctor in today, then I come back in two hours and she say I probably have to wait for 4 hours before being seen, and she said this to me at around 2pm and they close at 5pm. - I was told they were only doing drug test because they only have 1 doctor and I would have to go to another location to get a physical. On the other side of town. I called corporate to complain and was told the district manager ********************** would follow up with me in 2 business days. And its been about 2 weeks and I havent heard from him yet.

  Business response

  01/04/2024

  Thank you for bringing this to our attention and for allowing us an opportunity to respond. We sincerely apologize that you felt attacked, belittled, disrespected, and violated. On the day in question, we did have increased wait times, and as a result, we informed patients of longer than normal wait times and offered additional surrounding locations as an alternative option. Although the center did not recall any specific issues on that day, the center should not be condescending, yelling, or speaking in any other inappropriate manner toward a patient.
  
  We have attempted to reach out to you several times to discuss this complaint and your voicemail is not available. Please contact us to discuss this further. Thank you again for bringing this to our attention and for allowing us an opportunity to respond.

• Initial Complaint

  12/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to this business as a result of an incident at work. My job denied the ********* comp claim and isntead of charging my insurance they tried to just charge me and eventually sent it to collections. I have attempted to contact these people for months and I get put on hold for hours on end. At this point im wandering if I have to take this business to court just to get them to respond.

  Business response

  12/22/2023

  Thank you for bringing this to our attention and for allowing us an opportunity to respond. After this patients workerscompensation claim was denied, on May 10, 2023, we mailed the first request for payment to this patient. After no response, on June 8, 2023, we mailed the second request for payment to this patient. Again, after no response, on July 13, 2023, we mailed a final request for payment to this patient. After payment was not received, this was ultimately sent to a collection agency on October 24, 2023.
  
  On December 5, 2023, we were notified that the patient had reached out and we sent this information to the collection agency so they could reach out to the patient. On December 8, 2023, the patient reached out again, and we called the patient back and requested a copy of the patients insurance card so we could provide this to the collection agency, so the collection agency could review and send the bills to the patients insurance, if able.Again, on December 12, 2023, we reached out to the patient and left a voicemail requesting the patient provide us with the patient's insurance card information.
  
  In sum, we sent the patient several letters, but did not receive any calls or emails from the patient until December 5, 2023. Please let us know who you have been contacting and we would be happy to look into this further. Thank you again for bringing this to our attention and for allowing us an opportunity to respond.

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