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Business Profile

Emergency Room

Carbon Health Urgent Care Eastvale

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Emergency Room.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/23/2024

    Type:Customer Service 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.
    On 8/22/2024 I went to carbon health for my kids physical. The ****** add advised 20 minutes or less. I decided to schedule an appointment for 6:30 pm. Arriving about 20 minutes before our scheduled time we completed forms and paid their fee. We were not seen by anyone until about 7:10 pm. The nurse checked my childs vitals and advised that the physician will be right in. At 7:57 pm we heard the physician ******************* in the hallways speaking with another employee who worked there. About 5 minutes later physician comes into our room and begins filling out the form. She looks at my daughters arm and advises that a small rash looks like psoriasis on her arm. I did advise her that her pediatrician says it looks like eczema but did not diagnose her. The physician ******************* then begins to chastise me. I asked her to please continue with my daughters physical we were not there for anything more. She continued speaking rude to me in front of my child. I ask her again to continue the physical because it was way past my daughters bedtime and we have been there over an hour in a half. ******************* continues to talk then says we are here for a physical. I advised her that, that was what I just said and asked her to do. She then says I wont be completing your physical. I advise her that was ok and if I could receive my money back. She then says in a rude voice making my daughter cry by the tone she was using that Im not getting anything. No money or physical. My daughter and I proceed to the front door and I walk back to the room she entered and ask who can I file a complaint with. ******************* says she is the top person and only person we can file a complaint with. I then say I would need to speak with who ever is above her. She again says that she is the person. The lady she was speaking with before coming into our room says ************ spelling it ******* I ask for his contact information and ******************* then shouts that someone will contact me in front of my crying child.

    Business Response

    Date: 08/30/2024

    This patient has been refunded the cost of the physical on Monday, August 26, 2024. The statement is untrue and the clinic has witnesses to this mother's behavior in the clinic. The clinic manager tried to reach out to discuss the matter further and left a voicemail. The mother never responded. The mother and the child did have to wait longer than expected. The area medical director, ************, is aware of this issue. The mother also violated HIPAA rules and was recording in our clinic without anyone's consent. 

    Customer Answer

    Date: 08/31/2024

     I am rejecting this response because: I have not spoke to anyone from Carbon Health regarding this issue. I do show a refund has been issued however the statement provided in their message is not the truth. The only people who were present in the room were **************, myself and my daughter who witnessed the entire thing and now has fear even when in the area for other reasons. No laws were broke  on my end and nothing violent happened outside of ************** yelling at me in front of my daughter after I asked her to not diagnose my daughter and to complete her physical because that was why we were there.  

    The only other person I did see when leaving was in the office diagonal to the room we were in with the door shut. They were not present in the room however they are aware to the situation because ************** walked out of the room with my daughter and I and proceeded into the area diagonal from the room we were being seen in. She began speaking to a person sitting on a chair in front of the computer. As I was leaving I did return to the area asking who a complaint could be filed to above ************** and the person sitting in the chair did advise me of a ************ who ************** advised me that I could not contact him and that he would reach out to me the following day. 

    Business Response

    Date: 09/09/2024

    The clinic manager called to contact the mother of the patient on August 26th, and left a voicemail. There was never a call back from her. That is the same day the refund was initiated. Carbon Health would like to speak to her, as that type of behavior is not something we condone. Per the statement and chart notes from ************** and the medical assistant in the office, the mother stated she was "recording everything". Regardless, we do not want ****************** to feel that her concerns are not heard. We would like to speak with her. She can check her voicemails from the 26th and we have our phone records of the call left to her. After not hearing from ****************** again, we did not attempt to contact her if she did not want to speak with us. If ****************** would like to speak with management, she can contact our office at ************. We apologize for her wait time and for her experience with that clinician. 

  • Initial Complaint

    Date:02/01/2024

    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.
    Im erroneously being billed by carbon health I have sent several emails since August, called & spoke with a CS agent & given all my billing info & told it would be resolved & still getting mail in regards to getting sent to Collections. My co-pays have been paid prior to being seen. When calling my insurance they stated some of the bills have not been sent to them at all & the other bills were not billed correctly. Im sure I am not the only person being improperly billed by this organization & when I try to resolve the issue Im ignored repeatedly.

  • Initial Complaint

    Date:09/17/2023

    Type:Billing 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 have taken my daughters to Carbon urgent care and never had a problem with billing issue. i have insurance and they told us they accepted our insurance and all i had to pay just $20 copay. Its my insurance plan, all i am responsible is $20 copay. so fast forward they started billing me one by one after 4 or 5 months and a year of service there. According to my insurance claim, they paid everything except the $20 copay as in photos. i dont know why they came up with the charge with simple kid cold sickness everytime. i contacted them and they said they would refund back. they said it was their billing error but then i have never got a refund. when i called them they said they did further investigation and told me the charge is valid. i was like how? ive been taking my daughters there with the same insurance, never changed anything and it only costs me copay. thats why the insurance is for. i emailed them, never got a reply. i called them, they said they would call back but never called back. i dont know who to ask for help. they have my credit card info, they can just charge me anything anytime they want. its a ****** business. i dont know how many people got this scam already. please help and investigate their scam. thank you

    Business Response

    Date: 12/13/2023

    This is regarding 20616028-DBC55. I investigated this patient's case and have proof that this patient has been refunded, and does not have any charges from us other than her copay. In addition, a few of her photos are bill's from her insurance company, not from Carbon Health. I would appreciate a response and the complaint removed from our listing as it is not accurate.

Carbon Health Urgent Care Eastvale is NOT a BBB Accredited Business.

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