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Business Profile

Urgent Care Clinic

Essen Health Care

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.
    • 10 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.

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    Complaint status

    Complaint type

    • 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,

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


    • Initial Complaint

      Date:03/22/2023

      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.
      My aunt, *** ************************ is 95 years old. She lives in **, we live in Virginia. Over the last 2 years weve been trying to manage her healthcare. She refuses to go out so through her Health insurance she was able to get a home visit from an Essen Health Care nurse practitioner on March 9th. We have not had any communication from the nurse, *********************, since the visit. I have tried multiple times, primarily daily, to get the results of her visit and a plan for going forward to ensure my aunt gets appropriate care. There has been no response. Others, to include her Lenox Hill caseworker, her Emblem Health caseworker and her senior center nurse, have contacted Essen as well. They also have not had any response. My aunt has been incurring a high blood pressure reading and a slow heart rate. Her assistant says that ************ stated that she was going to request lab work, an EKG, toenail cut, and ** medication. Unfortunately, we have had no communication from Essen to schedule any of this. We want Essen to contact us and provide written documentation regarding the visit findings and recommendations and provide a written plan for getting the recommended treatment and any additional treatment required. Also, they should coordinate with me and schedule appropriate dates for recommendations. My husband and I have my aunts medical directive authorization and all medical scheduling is coordinated through me. We need this issue resolved immediately inasmuch as her ** and heart rate numbers havent improved.

    • Initial Complaint

      Date:02/23/2023

      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.
      I went to Essen urgent care on February 21,2023 around 5pm. When the physician came into the room and I started to explain my issues after I was finished. She proceeded to curse me out loudly told me not to waste her time . After every sentence was a curse word. I didnt feel comfortable to let her check me out I proceeded to ask her why she was cursing me out . She proceeded to be loud and spoke out why I was there in front of her co workers and other patients who was being seen. I asked her, her name she did not want to give it me neither did the medical assistants that was there . I came back the next day in the morning to find out her name they told me her name was ******* . After she violated my hippa law speaking loudly and cursing me out about my visit. I felt very uncomfortable, and intimidated, *** never had a physician curse me out because I needed help. I went to another urgent care in a different neighborhood they help me out no problem. Why was this physician able to curse me out violated my hippa law while I was sick and just came in for help . This happened at Essen urgent care Allerton in the Bronx

    • Initial Complaint

      Date:02/16/2023

      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.
      *********************** (my mother) is current patient of Essence Health Care/Visiting ************** and her visiting nurse name is ***************************. *******, visits infrequently and never informs us when she will be visiting. ****** has special needs because she is bed bound. I have contacted and left numerous messages for *************************** on her cell and at her office location. She has not returned any of my messages. In addition, she has blocked my number. ****** has severe bed sores as well as Alzheimers and is in need of 2 doctor ********** One is for a debridement to be done on the bed sores and also, to receive a prescription refill for Santyl ointment for her bed sores. Along with the necessary medical supplies and bandages. *************************** is fully aware of this but continues to ignore us.

    • Initial Complaint

      Date:11/14/2022

      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.
      I had an appointment today with my pain management doctor I have Covid they still made me go in to see the doctor. When I register and check in ********************************** siad she discharged me from Program because I wanted to transfer to another doctor which is my right but what made it worst she left me without medication and I dont have a pain management doctor as of yet. As I was told she wasnt supposed to that

      Customer Answer

      Date: 12/08/2022

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:08/29/2022

      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.
      I had a COVID vaccination appointment at the Essen *********** location at ******************************************** on 27 August at 10am (today) for my 3 year old son. I received a reminder/confirmation of the appointment via email this morning, however when I arrived at the facility with my son I was told the office had run out of vaccination doses. They said "these things happen because it is an urgent care facility" and that they had called and left me a message at 9:20am. I live more an hour away from the office by public transport and had in fact already been on my way with my 3 year old when they called. No apology was given and once again it was indicated that these things happen since it is an urgent care (ignoring that I was not a walk in but rather had made an appointment for the current date/time on *************'s vaccine appointment site). They suggest that I take my son to a second Essen *********** location at **********************************************************. I hailed a taxi to do so and only then listed to the voice message on my phone, which informed me of the cancellation of the 10am appointment and added that the **** *************** location that I had just been referred to only had one vial of vaccine left meaning that this would likely to a pointless trip. After returning home, I went on the ** City vaccine site to book a new appointment for my son. When doing so both the ******************************** and the **** *************** location sites were listing appointment availability for booking for the rest of the day despite the fact they no longer had any vaccine doses. The fruitless trip this morning cost me approximately $40 in transport and took up two hours. I don't believe they should continue to be listed on the ** City vaccine site given the obviously unreliability and lack of concern for patients making bookings for their young children's COVID vaccines.

      Customer Answer

      Date: 09/24/2022

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:07/21/2022

      Type:Product 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.
      Essen Healthcare will not allow me to contact my primary care doctor. I was told I had an appointment for telehealth scheduled on June 27th, but no one called me and I was not given a number to call. Then, today, I received a **** claiming I owe $144 for an appointment in the ****** that never occurred (this **** isn't even for telehealth appointment). I have tried to call and Email Essen to get this resolved and there's no billing ******, no patient help line, and they refused to connect me to my doctor's ****** directly. This is not a healthcare company. It's a scam to create outstanding billable hours so they can sell this practice for profit. Meanwhile, they are illegally denying patients access to their doctors.

    Essen Health Care is NOT a BBB Accredited Business.

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