Complaints

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

close

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Concentra Health Services, Inc.

  5080 Spectrum Dr, Suite 1200 W Addison, TX 75001

• 

  Concentra Health Services, Inc.

  5520 Westmoreland Suite #200 Dallas, TX 75237

• 

  Concentra Health Services, Inc.

  5910 N. MacArthur Blvd. Ste 133 Irving, TX 75039

• 

  Concentra Health Services, Inc.

  PO Box 9005 Addison, TX 75001-9005

• 

  Concentra Medical Center

  1080 Day Hill Rd Windsor, CT 06095

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.

• Initial Complaint

  Date:08/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  The company is very unprofessional, unorganized and racist. Being the 10th person in line I waited 45 minutes in line and there isnt a reason youre in line 45minute with only 10 people in line and 3 people registering patients. Whenever a Spanish person came in they were spoken to in Spanish and taken to the front signed in and called shortly while everyone else that came in has to stand in line unless they were there for physical therapy. The security guard is Spanish and he Walpole speak spanish to the spanish people and then they would come to the from while checking in they would speak English. The person ahead of me also spoke spanish but did not look spanish because of his dark skin and once he got the counter the spanish girl said oh you speak spanish you shouldve said something as if speaking spanish was some kind of code word. There should not be a fast track for spanish people within a company if there is a line everyone coming in should be directed to the line regardless of their race or ***. Im extremely disappointed there was a setup for convince between the spanish security guard and the other spanish worker that people of their decent dont have to wait in line. I also dont wish to have the company reach out as it wouldnt not change the experience I had or the fact I spent days dealing with this company since my first time there they refused to do everything my job requested causing for me to have to return due to the incompetence of the front desk girl. Nobody working there seems to be over ************************************************************************************************************** line 45 minutes

  Business Response

  Date: 08/17/2023

  I need to know which clinic that this patient visited in order to get this addressed.

   

   

  Business Response

  Date: 08/22/2023

  I need to know which clinic that this patient visited in order to get this addressed.

• Initial Complaint

  Date:06/21/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  The BBB and people who use this provider should be made aware that Concentra does NOT facilitate any type of long or short term disability documentation. In my case, I had sustained an injury that kept me out of work for a bit of time, as a result of the injury, Concentra pulled me from service. "No duty" as stated on documentation. Due to exausted sick time, I made an attempt to file a SDI claim with my private insurance (which does cover both on and off duty claims). Concentra refused to fill out any documents, stating, "We work to get employees back to work, and that it is the responsibility of the employer to accomodate light duty". Even though I was pulled from work by Concentra providers.

  Customer Answer

  Date: 07/26/2023

  Regional director reached out via telephone to resolve the matter. 

  Business Response

  Date: 07/27/2023

  "Thank you for bringing this to our attention. We spoke with ******************** (or this patron) and resolved the issue to his satisfaction."
  
  Yeah,I explained how we do complete some forms but not all, and there was just poor communication and some misunderstanding on our part, and he was fine. It got resolved on his end anyway.
  
  ***********************, ****
  Director,Medical Operations, ** and UT
  Concentra
  ************* (c)
  ************* (w)
  *******************************************************************************
  Improving ******** health, one patient at a time.
  www.Concentra.com

  Customer Answer

  Date: 07/27/2023

  I have reviewed the business response and accept this resolution. Thank you again for reaching out.

• Initial Complaint

  Date:06/20/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 June 8, 2023 I gave my ** short term disability paperwork to the staff at Concentra to fill out. They had been treating me for an occupational injury since May 6, 2023. When leaving the appointment I was given the paperwork back stating eveythung had been filled out. On June 16, 2023 I received a notice from ** stating I was disqualified from benefits because Concentra did not fill out the paperwork. I immediately emailed the Office Manager, *******************************, to have the form completed and was told the Director of Operations for the Concentra facility had taken it upon himself to deny my claim. Stating ** short term disability only covers personal injury and not occupational. Which is not correct. When I pressed ********************** to please complete the paperwork she relented. I Contacted her 8 hrs later to see the status of the form and was told they were still working on it. The form takes 5 min and has to be done electronically. I explained to her the lack of cooperation was holding up my benefits but she didnt really seem to care. Its been 2 weeks since I gave them the form.

  Business Response

  Date: 07/05/2023

  Please see below
  

  Good Afternoon ********************,
  
  I did reach out to the client on Thursday 29th. I was unable to speak with her but left a VM.
  
  She did return my call late afternoon, at which time I did explain to her that our clinician did attempt to complete the documentation via the online portal she had directed us too. Unfortunately we were receiving an error message stating that the form was already completed. ********************** did explain to me that it is possible that if the online form was not completed by the 16th which was the deadline, then it could no longer be submitted. She did submit physical documentation and was waiting to her for the entity she submitted too that it was accepted. She was very appreciate of my call and I encouraged her to reach out directly to me if there is any assistance we can provide, if and when that agency gets back to her.
  
  ***************************
  Director of Operations - ***
  
  Concentra
  ************ (m)
  *************************************************************

  Business Response

  Date: 07/05/2023

  Please see below
  
  Good Afternoon ********************,
  
  I did reach out to the client on Thursday 29th. I was unable to speak with her but left a VM.
  
  She did return my call late afternoon, at which time I did explain to her that our clinician did attempt to complete the documentation via the online portal she had directed us too. Unfortunately we were receiving an error message stating that the form was already completed. ********************** did explain to me that it is possible that if the online form was not completed by the 16th which was the deadline, then it could no longer be submitted. She did submit physical documentation and was waiting to her for the entity she submitted too that it was accepted. She was very appreciate of my call and I encouraged her to reach out directly to me if there is any assistance we can provide, if and when that agency gets back to her.
  
  ***************************
  Director of Operations - ***
  
  Concentra
  ************ (m)
  *****************************
  ****************************

• Initial Complaint

  Date:05/25/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 instructed to go to a clinic in ****, ** for a *** employment opportunity in **. I passed, or what told that I passed all portions of the test, and exited. My recruiter informed me that the **** office put 'fail' on a portion of the test, and it was counted as a dismiss. After a dispute, the recruiter sent me to the *********, ** location, to retake the part of the test that was allegedly no passed, and the clinic was given clear instructions as the nature of the visit. The front desk supervisor was extremely rude and was inappropriate in front of me and two of her employees; told the PT to "make me take the whole test again", even though it was not necessary. After a brief verbal disagreement, I told them to 'go ahead'. They took my ** and it was elevated so they used that as grounds to 'fail me', and reported it to my recruiter. I was given a written disqualification letter by my recruiter the next morning. I spoke to the company representatives and they said they would investigate because conflicting information was provided. Legal action may be pending.

  Business Response

  Date: 05/26/2023

  his candidate was originally seen at our **** location where he failed his HPE. The employer sent him back on 5/18/23 to retake the test but this time at ************. He was brought back to the PT department where I proceeded with our HPE protocol. Part of the process is obtaining the candidates vitals to make sure they are safe to proceed with testing. His vitals were elevated which I then reviewed with the medical director. ************** did not think it was safe to continue with testing which I explained to the candidate. At this point, we handed the candidate a medical clearance form that we needed his PCP to complete. Once this was returned to us, we would then be able to continue the test. At this time, the employer was contacted to advise them of the incident. 
  
  In sum, we could not proceed with the testing with the patient's high blood pressure readings. This patient was asked to take a form to his PCP for clearance and return to retake the test.

  Business Response

  Date: 05/26/2023

  This candidate was originally seen at our **** location where he failed his HPE. The employer sent him back on 5/18/23 to retake the test but this time at ************. He was brought back to the PT department where I proceeded with our HPE protocol. Part of the process is obtaining the candidates vitals to make sure they are safe to proceed with testing. His vitals were elevated which I then reviewed with the medical director. ************** did not think it was safe to continue with testing which I explained to the candidate. At this point, we handed the candidate a medical clearance form that we needed his PCP to complete. Once this was returned to us, we would then be able to continue the test. At this time, the employer was contacted to advise them of the incident. 
  
  In sum, we could not proceed with the testing with the patient's high blood pressure readings. This patient was asked to take a form to his PCP for clearance and return to retake the test.

  Customer Answer

  Date: 05/26/2023

  I am rejecting this response because: The **** location did not inform me that I failed. They signed me off as passing, according to the paperwork. The recruiter told me that they would let me retake the failed portion of the test in ************ and that would be the final chance to proceed, and it had expiring date of 22 May 2023. A doctors appointment would've gone past the due date, and there was no reason to retake the entire test. I have it writing exactly what was supposed to be done, and the ************ clinic did not do it. HBP has nothing to do with doing push-*** for 30 seconds, which is all that needed to be done.

  Business Response

  Date: 05/26/2023

  his candidate was originally seen at our **** location where he failed his HPE. The employer sent him back on 5/18/23 to retake the test but this time at ************. He was brought back to the PT department where I proceeded with our HPE protocol. Part of the process is obtaining the candidates vitals to make sure they are safe to proceed with testing. His vitals were elevated which I then reviewed with the medical director. ************** did not think it was safe to continue with testing which I explained to the candidate. At this point, we handed the candidate a medical clearance form that we needed his PCP to complete. Once this was returned to us, we would then be able to continue the test. At this time, the employer was contacted to advise them of the incident. 
  
  In sum, we could not proceed with the testing with the patient's high blood pressure readings. This patient was asked to take a form to his PCP for clearance and return to retake the test.

  Customer Answer

  Date: 05/26/2023

  I am rejecting this response because:   

  I will consult a legal professional to examine the elements of this. I have supporting documentation from the recruiter, explaining what should have been done.

• Initial Complaint

  Date:05/19/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 16 year-old son was offered employment by a local municipality. Part of the pre-employment requirement was to submit to a physical. He was given an authorization form and told to report to the Concentra - ************** location in ********, **. I called them to find out their hours and I was told no appointment was necessary and that they closed at 5:00 PM. However, they advised me that the last patient for a physical must arrive by 3:30 PM. We arrived at this Concentra location on May 18, 2023, at 3:00 PM. They refused service stating they were too busy. There were no less than 4 ladies sitting behind the reception desk talking about their day (basically doing nothing). When I indicated that I had called and was told that a physical could be performed if we arrived by 3:30 PM, they all replied almost simultaneously that they would not perform the physical today. They then directed us to travel 2 miles down the street to another Concentra location. When I asked for each of their names, only "******" would provide her name. The other ladies stood up and walked away.When we arrived at the ******** Concentra, which is actually located in *******, the rude and condescending treatment continued. Keep in mind that this was for a physical required by my son's employer (a city government). However, ***************************** required me to sign a document stating that I would be financially responsible for the physical if the city didn't pay for it. I balked at signing such an agreement and she said if I didn't sign it, my son would be refused service. Concentra has an obligation not to perform services that the city didn't authorize. And if the city authorized the services, which they did, the city is liable for the charges, not me. In addition, Concentra made my son, a 16 year-old minor, sign documents using an ePad. He had absolutely no idea what he was signing and he was never given a copy of the documents that he allegedly signed. This is completely unethical.

  Business Response

  Date: 06/16/2023

  Our Director of Operations of South Los Angeles, ********************************* was able to reach out to speak to ****************. Here is a summary of the their discussion and steps that will be taken to correct this from happening in the future:

  I did connect with **************** to discuss the visits below, I also connected with both centers and their staff to review the complaint.
  
  **************** was appreciative of the call and the opportunity to further discuss his visit. He was more upset about the service and tone/attitude of colleagues than being turned away at Harbor Gateway. Concentra SOP clearly states we are not to turn away any physicals requiring less than 3 components prior to 4pm. Per the team at Harbor Gateway, provider was alone in clinic that day and unable to accommodate more patients. Colleagues and leadership have been coached and understand that any provider requests to turn away patients need to be reported to regional leadership for address.
  
  **************** also has issue with the Patient Consent form he was asked to sign for Medical care of a Minor. The language in the form states I agree that I am financially responsible to Concentra medical centers for charges not covered by employers authorization, which he states he will not pay. I did let him know (as did the team at ********) that we would only be completing services listed on the authorization and that he would have no financial responsibility, but he would like us to review the need for the statement on the form. I have reviewed with the team at ********, advised them to have their COD manage questions and issues such as this so that we can address in real time. I also provided them with my contact information and asked them to please always pass it on to patients with questions regarding any of the forms or processes or to reach out to me when the patient is in center so that I can provide guidance.
  

  Customer Answer

  Date: 06/17/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 work for the ********************************************* and filed a worker comp claim in March 2022, ********** of ***** is the insurer. I was allowed to go to one of 3 providers in my area, and I went to Concentra. From my first visits and in communication with the **** the documentation provided by them re my injury, was inadequate. I had several discussions, phone calls and emails re this. Often they dd not even answer the phone and it just rang and rang. My claim was denied on the basis that the medical provider did not provide adequate documentation to determine if my injury was work related (please see denial letter) There were missing narratives, things signed by PAs and not MDs (requirement) and no documentation stating whether my injury was, or was not, connected to my workplace. I personally spent hours trying to remedy this with no success. I filed two complaints with the main Concentra customer service and no response. My HR department sent two letters, stating the issue and requesting them to produce adequate documentation. I need to file an appeal with the **** but cannot without the needed documentation they are contracted to provide. I only have until Oct 6, 2023. I work in healthcare and understand what is being requested, but should not be the one explaining to them how to chart. This is not about my claim being denied, but why, and as stated on DOL denial letter, it is due to them not providing the, not untypical, documentation for WC. Now I owe them $1200, and will need to pay that or have my credit ruined. Although some individual providers were very nice, the care I received there was sub par. They looked at my injury, asked me if it hurt, and if I said yes, just had me come back in a few weeks. Virtually no treatment provided and I stopped going because I was already concerned about their inability to provide proper documentation and did not want even more bills. At this point I have given up hope of getting the correct documentation, having spent many, many hours on the phone (which they often don't answer), emailing, showing up there etc and just want them to discharge my bill, because they did not provide the service they were supposed to. I will get my care elsewhere and pay for it myself. I just want this to be over. * Please note my employer, the VA, "lost" the copy of the first request letter sent to Concentra, and never gave me a copy. I have attached the second request, which was similar to the one sent several weeks prior.

  Business Response

  Date: 05/16/2023

  Hello Dr. ********** *********** signed the form 4/20/23 when the patient was here. The form was given to the patient the same day. The staff offered to mail for her she said no and took the form with the envelope on the same day.
  
  Thank you,
  *************************
  Center Operations Director
  
  Concentra 
  (P) ************ (F) ************(E) 
  *************************************br>Valencia, ** 91355
  Concentra.com

  Business Response

  Date: 05/17/2023

  Hello Dr. ************* style="color: rgb(33, 37, 41);">Dr. *********** signed the form 4/20/23 when the patient was here. The form was given to the patient the same day. The staff offered to mail for her she said no and took the form with the envelope on the same day.
  
  Thank you,
  *************************
  Center Operations Director
  
  Concentra 
  (P) ************ (F) ************(E) 
  25733 ***************
  Valencia, ** 91355
  Concentra.com

  Customer Answer

  Date: 05/20/2023

  I am rejecting this response because:   Attached is the letter from the *** in the beginning of the claim stating the documentation provided was inadequate. From this letter:

  "The documentation received to date has been reviewed, and it is insufficient to support your claim because: no diagnosis of any condition resulting from employment activity has been provided or a physician's opinion as to how employment activities caused, contributed to or aggravated your medical condition has not been provided".

  "The medical portion of your claim has also been reviewed and been found to be insufficient.  We have not received any medical evidence in your case".

  When I received this way back in the beginning of my claim there were already issues.  Concentra was not submitting documentation directly to the *** or giving it to me.  Not trusting them to follow through, I asked for documentation my self and submitted electronically what I was given which was still insufficient. 

  I did not go to the recommended physical therapy because I was already concerned re piling up bills I would have to pay.

  Later they did provide me with copies of documents already received and they were now, months later signed by an MD, and had a diagnosis.  This was AFTER my claim was denied.  I reviewed this with the *** Adjuster who stated any appeal would be denied with only this documentation still.

  What the documentation did not contain was the narrative either stating my injury was or was not connected to my workplace, and other detailed information (specifically laid out in denial letter attached). 

  In paragraph 8 and 9 this denial letter states: "Specifically your case is denied because you did not submit any medical evidence containing a medical diagnosis in connection with the injury or events" 

  It then states "Medical evidence is required that not only contains a diagnosed medical condition but also establishes that a diagnosed medical condition is causally related to the work injury or event.  Therefore, even if you submit evidence containing a diagnosis, you must also submit evidence that establishes the remaining medical element, causal relationship, as described above."

  This is the information that was requested repeatedly by me in person, on the phone, via email and from my HR department.  From the denial letter dated October 6, 2022 (*** never notified of my denial in June, not until I called in Oct of 2022).  I cannot file an appeal without this documentation and therefore have no opportunity to have my claim properly considered. 

  I would like the requested information EXACTLY as stated in denial letter to submit in my appeal, or my bill of $1200 written off because they did not provide the service they were contracted to and I received virtually no treatment, in a whole year, for this injury.

  Customer Answer

  Date: 07/22/2023

  To this date, this business has not submitted the required documentation needed for worker's compensation, despite being a contractor for WC with the Veteran's Administration.  As a result I will be responsible for paying $1200 for the substandard care I received due to their incompetence and negligence.  I also have an injury that has progressed and have now turned to finding my own care at my own cost to avoid permanent nerve damage.  I have seen an outside doctor, who has done extensive testing - never done at Concentra in all the months I went there, and determined my diagnosis and likeliness of needing surgery.  I will be contacting licensing board, attorney general and small claims.

  Business Response

  Date: 07/24/2023

  Dates of examination and treatment. 4/15/22, 6/7,22, 6/24/22, 8/10/22, 8/24/22
  History given by the employee. The patient presents today with Left hand (thumb area), patient reports joint and muscle pain as well as some weakness and numbness due to repetitive use/strain on hand from typing and work.
  Physical findings; Left Wrist:  Appearance is normal. Tenderness in the carpal tunnel, the ulnar aspect and the palmar aspect. Tendons:Tenderness of the the abductor pollicis longus and extensor pollicis brevis tendons of the first dorsal compartment. Decreased sensation to light touch of the median nerve distribution on palpation. Flexion: AROM with pain. Extension: AROM with pain. Flexion is 4/5 on the left side with pain.Extension is 4/5 on the left side with pain. Radial deviation is 4/5 on the left side with pain. Ulnar deviation is 4/5 on the left side with pain. Motor Tone is normal.
  Neurologic:Bilateral deep tendon reflexes are 2/4. Sensation is intact to light touch in all dermatomes. The muscles display no weakness. Vascular: The pulses are 2+/2+bilaterally and capillary refill time is normal bilaterally.
  
  Results of diagnostic tests; Non performed
  Diagnosis; radial styloid tenosynovitis
  Course of treatment; given medication of diclofenac, prescribed PT, and thumb spica splint on initial visit. Placed on modified activity with no use of power/impact/vibratory tool with left hand, wear splint and may use keyboard/mouse occasionally. No PT notes are available for review and on second visit it is noted patient needs to start PT. On second visit restrictions were:may not grip/squeeze/pinch with left upper extremity, wear splint/brace on left upper extremity frequently, may use keyboard/mouse occasionally, allow the patient to take frequent rest breaks of 5 minutes for every 55 minutes worked.Typing should not exceed 90 minutes daily. This should not be done continuously. Allow to use dictation software. Patient was placed at full activity 3rd visit and all subsequent visits.
  A description of any other conditions found but not due to the claimed injury;none applicable
  The treatment given or recommended for the claimed injury; see above
  The physicians opinion, with medical reasons, as to causal relationship between the diagnosed condition(s) and the factors or conditions of the employment; patient is a 20 year employee, opinion on causation is not included in reviewed medical notes
  The extent of disability affecting the employees ability to work due to the injury; patient was on modified activity from 4/15/22 to 6/24/22 then resumed full activity.
  The prognosis for recovery; patient was placed on full activity last 3 medical appointments and would likely have been released on the next scheduled visit.
  All other material findings.None applicable
  
  
  *********************************, MPH
  Vice President of Medical Operations, South Central Region
  Concentra
  ***************************************************
  (p) ************  (f) ************
  **************************************

  Business Response

  Date: 08/03/2023

  Dates of examination and treatment. 4/15/22, 6/7,22, 6/24/22, 8/10/22, 8/24/22
  History given by the employee. The patient presents today with Left hand (thumb area), patient reports joint and muscle pain as well as some weakness and numbness due to repetitive use/strain on hand from typing and work.
  Physical findings; Left Wrist:  Appearance is normal. Tenderness in the carpal tunnel, the ulnar aspect and the palmar aspect. Tendons: Tenderness of the the abductor pollicis longus and extensor pollicis brevis tendons of the first dorsal compartment. Decreased sensation to light touch of the median nerve distribution on palpation. Flexion: AROM with pain. Extension: AROM with pain. Flexion is 4/5 on the left side with pain. Extension is 4/5 on the left side with pain. Radial deviation is 4/5 on the left side with pain. Ulnar deviation is 4/5 on the left side with pain. Motor Tone is normal.
  Neurologic: Bilateral deep tendon reflexes are 2/4. Sensation is intact to light touch in all dermatomes. The muscles display no weakness. Vascular: The pulses are 2+/2+ bilaterally and capillary refill time is normal bilaterally.
  
  Results of diagnostic tests; Non performed
  Diagnosis; radial styloid tenosynovitis
  Course of treatment; given medication of diclofenac, prescribed PT, and thumb spica splint on initial visit. Placed on modified activity with no use of power/impact/vibratory tool with left hand, wear splint and *** use keyboard/mouse occasionally. No PT notes are available for review and on second visit it is noted patient needs to start PT. On second visit restrictions were: *** not grip/squeeze/pinch with left upper extremity, wear splint/brace on left upper extremity frequently, *** use keyboard/mouse occasionally, allow the patient to take frequent rest breaks of 5 minutes for every 55 minutes worked. Typing should not exceed 90 minutes daily. This should not be done continuously. Allow to use dictation software. Patient was placed at full activity 3rd visit and all subsequent visits.
  A description of any other conditions found but not due to the claimed injury; none applicable
  The treatment given or recommended for the claimed injury; see above
  The physicians opinion, with medical reasons, as to causal relationship between the diagnosed condition(s) and the factors or conditions of the employment; patient is a 20 year employee, opinion on causation is not included in reviewed medical notes
  The extent of disability affecting the employees ability to work due to the injury; patient was on modified activity from 4/15/22 to 6/24/22 then resumed full activity.
  The prognosis for recovery; patient was placed on full activity last 3 medical appointments and would likely have been released on the next scheduled visit.
  All other material findings. None applicable
  
  
  *********************************, MPH
  Vice President of Medical Operations, South Central Region
  Concentra
  ***************************************************
  (p) ************  (f) ************
  **************************************

  Customer Answer

  Date: 08/10/2023

  I am rejecting this response because:   The information contained in this response -which is protected health information (PHI) disclosed without my consent- is by far much more information and detail than anything received by me or the *** up to this point.  My request is that I be sent this information in the proper format - not a BBB response, but as in my chart via my email: ****************** or mailed to me at:

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

  921 **********.

  **********, ** 95401

  Although this information is helpful, if received in the proper format, it still does not weigh in on the fact of my injury being either being linked to my workplace or not.  This remains a huge deficit, and I cannot file an appeal without it.  Concentra is a provider for the ************************ for worker's compensation.  The job of a worker comp provider is to 1.) ***** and diagnosis 2.) treat 3.) determine whether this injury was related to the workplace or not.  Without this information the claim will not be considered and denied, which is what happened to me.  

   

  So I am requesting that along with this above health information, there be a determination made re the causal factor of this injury.  Once both these things have been satisfied, I can then file my appeal, which is getting close to the deadline of Oct 6, 2023 and hopefully have my claim paid.  Without this key factor, I will not be able to file an appeal, my claim will remain denied and unpaid.  At this point I will consider small claims court for this bill, and have consulted legal advice as well.  I am hoping this is not where this needs to go.

   

  Thank you.

• Initial Complaint

  Date:05/10/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 04/04/2023, I was struck in the left side of my face while attempting to break up a fight. I went to Concentra on 04/08/2023 to be seen as protocol by our head office. After receiving an e-mail and claim, Concentra finally agreed to see me in office. Once seen, I explained to the Nurse Practitioner the circumstances that around how I got injured, she ordered an x-ray. However, because it was 10 p.m. when I was finally seen, the x-ray technician was gone for the night. She provided me with two prescriptions and a follow-up visit before returning to work. She also advised that my x-ray be taken at the visit on 04/18/2023. On 04/18/2023, when I returned for the follow-up visit with the physician, I advised him that I needed to have an x-ray to ensure that I was okay where I got hit. He was not at all concerned and rushed me out of the office. The following week I went to the dentist office for a routine cleaning, only to find out that my filing was gone and their was a crack in my tooth. After leaving the office, I contacted them to let them know that a few weeks back, I was hit in the face while breaking up a fight. I sent an e-mail to the claims examiner, ****** advising her of this and she stated she would need to see the notes. ****** has not requested such notes and she was provided with a fax number. My last communication sent to her was on 05/04/23. Her last communications with me was on 04/21/2023. Because in the delays of response from ************* from the onset of the claim, as well as the continued miscommunication from the employer, I have submitted notes via on online portal.Not getting this x-ray has caused me a world of issues because I am now fighting to prove to the ** company that I had more than superficial injuries. The doctor that rushed me out of the office on 4/18/2023 should have performed the x-ray. It was notated in the notes from my visit on 4/14/2023.

  Business Response

  Date: 05/10/2023

  I have sent this to the leadership for investigation, I will have a response as soon as I can.

• Initial Complaint

  Date:04/13/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 a Work Comp claim. ************************ signed my Disability and Leave Health Care Provider Statement; however he has flat out refused to sign a Califorrnia SDI Form (Medical Certification). He stated he "already signed a form". I have now received a letter from *** stating they are unable to process my claim for SDI because there is no medical certification from the doctor (at Concentra). I have not had any income since March 17, 2023; now, now I have NO income. I can't afford to put gas in my car to attend my appointments, pay my bills or buy food. My neighbors are supplying me with *********** scared because I cannot pay my rent now and fear I will lose my housing. I have begged his office staff but received an e-mail stating he would not sign the *** SDI form. He has put me in a horrible situation. I also reached out to Concentra Management on April 10, 2023 was given a case number and told that a director would contact me; I have not received a single phone call from Concentra.

  Business Response

  Date: 05/01/2023

  Hello Dr. ********** *********** signed the form 4/20/23 when the patient was here. The form was given to the patient the same day. The staff offered to mail for her she said no and took the form with the envelope on the same day.
  
  Thank you,
  *************************
  Center Operations Director
  
  Concentra 
  (P) ************ (F) ************(E) 
  *************************************br>Valencia, ** 91355
  Concentra.com

• Initial Complaint

  Date:03/15/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 in on 3/3 to get blood drawn,I had the blood drawn and mySample was lost! I called today to ask about the blood and the contents of the issue and the lady was very rude on the phone and told me "yea I guess that happened to a lot of people!" And had no compassion or empathy for the fact that I would have to come in and get another sample taken! Then left me on hold for 15 min when I asked for her to check and see if they had my results ! And never came back to the phone !!

  Business Response

  Date: 03/30/2023

  I am still waiting on the field to get me more information. So Sorry, was in the middle on insurance renewals. 

  Business Response

  Date: 03/30/2023

  Per the Assistant Director of Operations for that market, I was able to connect with the patient and get full accounting of the issue. She was unable to provide any specific details that would help us identify specific colleagues involved. We will investigate further on our end to ensure improvements are made internally and cover this with an Inservice for all colleagues. Below is the statement from ACOD ********************* regarding the matter and her findings. The patient was satisfied at the conclusion of our conversation. Please let me know how I can be of further assistance.

  From my understanding by my COD (*****) and Front Desk Lead (***) this patient was 1 of 2 people who results were delayed due to weather delays from out of state handlers. We have already spoken to her employer about her returning to get redone, but the employer said the patient was out of town, so the charges were adjusted off. The second patient that was also delayed DID return to get the blood draw redone successfully.  I am unsure of whom she had spoken with, but we did talk to front desk colleagues about phone etiquette and how to properly handle situations. Hopefully, this helps. 

• Initial Complaint

  Date:12/12/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Results sent to wrong company without authorization now it's on my clearinghouse house and I can't get employment for months. Seeking some kind of financial compensation before I seek a HIPPA lawyer for violating my rights and hindering my job search. Haven't had any issues in over 20 + years of commercial driving
  

  Business Response

  Date: 03/10/2023

  Business Response /* (1000, 6, 2022/12/22) */
  On 10/18/2022, we noted you arrived for pre-employment testing for Benore Logistics Systems and you brought in authorization. We also had an order from Formfox for Ascend Transportation for you in our system. We registered you for DOT physical and UDS collection based off authorization presented. When collection was started in our system, it defaulted to the Ascend Transportation account and we missed catching the error. The first collection attempt was made at 11:06am and sample given was temperature out of range less than 90 degrees. DOT protocol was to be followed. While informing you that you would have to perform a second observed collection, you left the clinic without signing initial collection. Thus we were unable to verify paperwork. Specimen was discarded at that time and no sample sent. An electronic CCF was processed through our system. The error was caught during our check-out process. We immediately called to inform Ascend Transportation's MRO. They indicated that Quest Diagnostics would have to complete the update. We notified Quest and given an email to send a correction request to. We sent an email the same day to *********@questdiagnostics.com requesting that collection be switched to correct account.
  
  Subsequently, you made us aware that Ascend filed a report with the clearing house. We again called Ascend's MRO and were informed that they never received the updated request from Benore's MRO. We then called Quest and was informed they couldn't update account because they didn't have a specimen. We then contacted Benore's third party administrator to see if they could assist. We spoke with Karen in the MRO office and Sonya at the tracking team and were informed that Benore's MRO reported the collection order as a no-show to Benore as they had no information regarding the collection.
  
  We have subsequently notified Ascend's MRO again on 12/08/2022 of the issues and our attempts to have this corrected. As of 12/12/2022, we still have not heard back from Benore, Ascend, or Quest on status of the correction of the registration error. We will continue to attempt to receive follow up from Benore, Ascend, and Quest on status of the correction.
  
  Please contact Deb Dailey, VP of Operations if you have any questions or need additional information.
  
  
  Consumer Response /* (3000, 8, 2022/12/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  With all that said. I still can't get a job because it's on my clearinghouse house since Oct Had a family emergency had to leave cleared it with my recruiter. Concentra messed up by giving my info to unauthorized company. I need some compensation