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Business Profile

Medical Doctor

Concentra Health Services, Inc.

This business is NOT BBB Accredited.

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Complaints

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

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Concentra Health Services, Inc. has 107 locations, listed below.

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    Customer Complaints Summary

    • 64 total complaints in the last 3 years.
    • 18 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:12/20/2023

      Type:Sales and Advertising 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.
      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

      Date: 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 Answer

      Date: 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

      Date:12/13/2023

      Type:Customer Service 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 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

      Date: 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

      Date:12/08/2023

      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 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

      Date: 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.

    • Initial Complaint

      Date:12/07/2023

      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 visited the Concentra Urgent Care ******************************************************************* on December 6, 2023 for very specific symptoms, allergy reaction swollen face/lips, light headed, high ** and racing heart. The doctor did not treat but said maybe you have vertigo, then said no maybe you're having a stroke. Then said nothing he could do there. He then listened to my heart (only after I asked) and pulls open my top, looks down my shirt and says cool. Everything is cool. His exact words. Then says that's all nothing we can do. Extremely unprofessional and served no medical purpose. This was very awkward and felt a violation looking down my shirt in that way. I've never heard a doctor say cool.

      Business Response

      Date: 12/21/2023

      Thank you for bringing this to our attention and for allowing us an opportunity to respond. The clinician appropriately triaged this patient and referred her to the Emergency Room for further treatment based on her symptoms. Regarding the patients other allegations, Concentra is conducting an investigation 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

      Date:12/06/2023

      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 was at Conentra on 11-16-23 at ************************************************************************************************* up to the counter and said my card was in vailed. So I paid $175.00 for the visit. On 12-4-23 I received a statement from my insurance company showing that they have paid their portion and I ow $75.00. On 12-5-23 I went back into the office with my paperwork and the billing lady told me that the employee who checked me in missed some numbers on my insurance card and that is why it came up invalid and then she stated that it was under investigation and I will have to wait three weeks to see if I can receive a refund my mail a check. I should not have to wait due to their employee's incompetence with checking in customers. this is not my fault and I should not have to wait due to their mistakes. and I paid with my credit card and they were paid right away.

      Business Response

      Date: 12/22/2023

      Thank you for bringing this to our attention and for allowing us an opportunity to respond. Regarding the patients visit on November 16, 2023,the patients insurance has processed the claim and as a result, Concentra will be issuing a refund check to this patient for $100.00. If you do not receive this check, please let us know. Thank you again for bringing this to our attention and for allowing us an opportunity to respond. 

    • Initial Complaint

      Date:10/24/2023

      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.
      Went to this business in October wait 3 plus hours for services to be rendered due to 1 doctor available. When asked how much more it will take after waiting 3 hours, representatives very dismissive and non-chalant, and explained that's how their business operates.

      Business Response

      Date: 11/07/2023

      In order to address this complaint, I need to know exactly which center she visited.  We have over 600 clinics across the country. 

    • Initial Complaint

      Date:10/23/2023

      Type:Customer Service 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.
      ************* , has been seeing me since 5/2023, for an on the job back injury. She diagnosed me with out any imaging and I was only approved by owcp for what she diagnosed me with. After 4 Pt sessions she referred me out, but still havent been seen. Concentra says they are looking for a specialist. It is now 10/2023. And I have been seeing her on a monthly basis. Nothing has changed and my health is deteriorating. I explained that they cant find a specialist, she stated thats odd and gave me very vague restrictions that the job does not understand. Concentra **************. ****. This borders on negligence!!!!!

      Business Response

      Date: 11/28/2023

      Thank you for bringing this to our attention and for allowing us an opportunity to respond. Unfortunately, there are several causes for the delay in this case which are numbered below. (1) The claim was not immediately reported by the patients employer to the ********** of ****** As a result,there was a delay in scheduling/authorization because there was no active case to approve. (2) Once the patient obtained the claim number and provided this to Concentra, the patient stated that she wanted to see a specialist outside Concentra. This resulted in an additional delay because Concentra was not able to find an external provider, which unfortunately is common, and this was communicated to the patient. (3) Then, the patient stated that she wanted to find her own provider, and she would call back if she could not find one. (4)When the patient could not find her own provider, she stated it would be OK to utilize a provider that goes to a Concentra for scheduling. In response,Concentra called the patient a few times and left messages. (5) Concentra closed out the referral when the patient stated she wanted to find her own provider.  When the patient later stated it would be OK to utilize a provider that goes to a Concentra, the claim needed to be re-opened which caused further delay in scheduling.  

      Currently, this patient has an appointment with a provider at Concentra on November 30, 2023, and was notified of the appointment details. We sincerely apologize we were not able to find an external provider and for any delay in re-opening the referral when the patient stated it would be OK to utilize a provider that goes to a Concentra. Thank you again for the opportunity to respond. 

    • Initial Complaint

      Date:09/18/2023

      Type:Customer Service 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.
      On 9/12/2023 My Wife and daughter went to the concentra urgent care at *************************************************************. They arrived late in the evening as a follow up for a physical that my wife new job required and when she first visited the location they said the system was down. That happened on 8/31. When my wife arrived her referral for the physical had expired which we understand. My daughter was not feeling well on that day so my wife said if you cant help me can we check my daughter since she has a fever. The front desk manager said yes. They took her into a room to take her temperature and pressure. While this was happening my wife needed our insurance card. So I came to the office. At that moment I requested the restroom and came back out. When I came out I witnessed and heard the doctor saying I am not taking any person after 6 PM we close at six so then everyone thinks they will be helped at 6:15. Specially a kid. My daughter is 6 years old and this doctor refused medical service because of the time. When I confronted the doctor he said he does not kids to go to another urgent care thats open. This doctor refused a 6 year old with a confirmed fever from that office. The Doctor name is ***********************.

    • Initial Complaint

      Date:09/13/2023

      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.
      On September 13th 2023 I bought my daughter out to do a physical and I guess screening for a job okay basically we were walking we got here around 12:30ish maybe 12:36 to be exact first my daughter had to use the restroom so I told the young lady I said just so you know you know my daughter needs to use the restroom she said well no if she go we can't put her in front of other people you know we she has to wait like everybody else so if she took forever she finally called my daughter probably about maybe like a half an hour after we got there to do the registration we did the registration several times and still waiting it was a associate at the corporate office named ********************* obnoxious and tried to act like I was lying about speaking to somebody about this matter and everything so something needs to be done about these people at the facility and their corporate office because they act like a customer is lying on the facility

    • Initial Complaint

      Date:09/05/2023

      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.
      Waiting for 3 hours to be seen for work physical. Got drug test and bloodwork. Had to leave for another appointment. Came back at 3pm. Waited another 1hour and 15 min for Dr not to say anything but what kind of medicine am I on, then to listen to my lungs and say all done. Very unpleasant and unprofessional. Place is dirty and they took me on a room, for a scale with another patient in already. What about HIPPA.

      Business Response

      Date: 10/09/2023

      Good Morning Maiya,

      I spoke with ******* about the patient.

      From what I see patient was in center for a long time. She came in at 10:45am, *** was sent but she never completed. When the front desk called her name to have her complete EPI she was not in the building. At some point she returned to the center without telling anyone. Another colleague noticed she was back, they then asked her to fill out EPI. She completed at 12:44pm.The center needs updates but is not dirty, we have cleaned out a ton from that center.

      Every exam room has a scale in it, the MA turned to go into an open room, when she got to the doorway realized a patient was sitting in the room but had opened the door. She closed the door and moved on to a different room. She was never put into a room with another patient.

      **************** saw her and completed the physical. 

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

      Assistant Director of Operations

       

      Customer Answer

      Date: 10/09/2023

      I am rejecting this response because:   

      The information provided was not true.  I was there but waited 3 hours and I had another appointment at 2 so medical assistant told me to get bloodwork then I could leave and cone back so that is what I did. I was taken into another patient room for my weight. Dr did not complete exam. If this place does business like this ,  this is unacceptable practice and should be assessed by the state. Lying is not acceptable. Are they following protocol? Poor patient care. 

    Concentra Health Services, Inc. is NOT a BBB Accredited Business.

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