ComplaintsforConcentra Health Services, Inc.

• Initial Complaint

  04/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am not sure of the date of service. But I got a free covid test thru it this organization. And provided my medical insurance to them as well at the time of the test. Now they have sent a 328 dollar collection to my credit report with no warning or communication with me ever

  Business response

  06/13/2022

  Business Response /* (1000, 8, 2022/05/09) */ Please see below from our billing office an account of what the services were actually for: I did find that the patient was treated at our Forbes, Ohio center on 3/27 and 3/30 for what was thought to be a work-related injury. After two visits, our provider determined that the pain and symptoms the patient was experiencing was not work related and referred the patient to his primary care physician. We had submitted bills to Sedgwick for payment (insurance carrier for Amazon) but received a denial as not work related. Total amount due $328.43: 07/29/2020 received denial from Sedgwick as not work related; 07/29/2020 changed billing from Sedgwick to the patient, and mailed a letter to patient that included the claim forms (bills), transcription notes and dismissal letter from Sedgwick; 08/24/2020 no response or payment received, mailed a second set of the billing paperwork to him as a past-due reminder; 09/25/2020 no response or payment received, mailed a third and final set of billing paperwork to him as past-due reminder; 01/28/2021 no response or payment received, we sent billing package to ATG credit for collection of outstanding balance; Balance still remains, no payments received for services provided. Hope this helps, Sue ****** Billing Supervisor, Central Business Office Concentra So, as you see, there was nothing COVID related to this case, it was simply a matter of visits that were deemed not to be work related injuries that he was responsible for paying for that to this date has not been paid.

• Initial Complaint

  04/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had an outstanding balance with Concentra, they sent it to ATG Credit LLC. I paid Concentra directly on 1-11-2022 and as of today 04-13-2022 Concentra has not contacted ATG Credit to remove the collections from their books. The collection is currently on my credit report and I have not been able to get ahold of a live person at Concentra to handle the issue.

  Business response

  05/23/2022

  Business Response /* (1000, 5, 2022/04/22) */ We looked into this and everything has been resolved/corrected. The patient did pay their past due charges, but unfortunately that information did not get relayed to the collection agency (ATG) timely. Not sure how much detail you need, but below is the timeline of events: Patient was treated at Concentra on 12/18/2020 Charges were denied by the payer 5/2021 Patient was billed directly in 5/2021 and 6/2021, with a follow up phone call Approved to send to ATG in 8/2021 since we received no response Received payment from patient at the end of 01/2022 ATG first reported this to the credit bureaus on 3/17/22. They received a credit bureau dispute on 4/12/22. The patient called and talked to one of their representatives on 4/13/22 and informed them that she did in fact pay Concentra. Patient called CBO on 4/14/22, asking to have her credit report cleared. ATG confirmed with CBO that we did receive the payment on 4/14/22. ATG submitted a deletion from the credit report that same day, 4/14/22. CBO called patient and left message advising her that we corrected mistake and also emailed her a screenshot of her account with a '0' balance. Per ATG, it does take approx. 30-45 days for it to get updated on the credit report. Please let me know if you need any other information!

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom it may concern: Today I had a issue with the 7th street concentra staff, upon giving the specimen to the collector the first module wouldn't register the specimen so they poured it into a different module. This one registered the specimen but because of a blue marking and not a green marking they at first wouldn't take it . I asked for a policy sheet as I know concentras drug screen policy isn't dependent on color codes. After getting the policy sheet from the manager and confirming my initial point on policy, the manager for some reason became rude and ( making the matter worse I did too at that point) so they didn't let me retake the test or do the physical.They said they where going to release said specimen but mark it as out of range. Below is a picture of both modules one showing that it was in range,one not registering and the policy sheets.

  Business response

  06/06/2022

  Business Response /* (1000, 7, 2022/04/22) */ After using the restroom, the patient brought out his urine sample and provided it to the medical assistant; however, the temperature strip registered completely black, meaning the specimen was too hot to produce a normal color code on the cup. Per protocol, the medical assistant did inform the patient that the specimen was registering as "too hot" and that we wouldn't be able to use the sample that he provided as it was out of range. She also let him know that he had up to 3 hours to perform the drug screen and could provide us with a new urine sample. The patient got upset and repeatedly insisted that she needed to wait 15 seconds more for the urine to "cool down" and then insisted that she pour the sample into another cup. The patient continued in this manner for some time until another medical assistant intervened and attempted to deescalate the situation. Per the collection policy, a sample must be read within 4 minutes of a donor providing their specimen or the specimen is rendered unusable. In order to show the patient his disqualified sample was still too hot long after 4 minutes had passed, the medical assistant obliged his request, poured the urine sample into another cup, and observed the results. The urine sample still registered at 100 degrees in the second cup, indicated by the blue circle on the cup, and presented with no temperature gradient which would be expected for a normal collection. The sample was again determined to be too hot. As the specimen was out of range as well as past the observation window, the second medical assistant informed the patient that he could provide another specimen and that he had 3 hours to do so. At that moment, the patient became increasingly hostile towards the staff, refused to provide a second sample, asked to speak to a manager, and asked to see the drug screen policy. The patient then grabbed the cup full of urine and began to put it in the staff's faces showing them the temperature strip because he disagreed with the abnormal temperature. After the patient put the cup down, the medical assistant left the lab to speak to the center operations director (COD) about the patient. When the COD told the patient that the sample he provided was too hot and that the temperature read abnormal, the patient stood up and aggressively moved towards her insisting that the policy was wrong and that they needed to wait 15 seconds for the urine to cool down before reading the temperature. The COD again explained to the patient that he had the option to provide another sample, but the patient refused. The patient continued yelling at the staff, insisting that they needed to accept the first sample provided. The COD then told the patient that if he continued to be disruptive, he would need to leave the clinic. The patient calmed down and decided he wanted to provide a second sample. The staff agreed to perform the second test, but when the medical assistant was about to begin, the patient resumed yelling at her repeating that this was BS and he shouldn't have to do this a second time. Because the patient began yelling again and was becoming increasingly disrupted, the COD told him he would need to leave the clinic and that they would not be continuing with the test or physical. The patient asked for copies of the policy, so the COD left the lab to make the copies as requested. The patient then followed the medical assistants from the lab to their workstation with the urine cup in his hand and began to repeatedly tap the urine cup on the countertop. The patient continued yelling that he didn't understand why we couldn't take the first specimen and that this was BS. The patient then walked back to the lab area where he was provided copies of the policy. The patient continued to loudly voice his discontent and stated that he was not going to leave the clinic until we performed the drug screen. At that time, the provider on duty came out of her office and told the patient that he needed to leave and that she wasn't going to allow him to continue disrespecting the staff. The patient refused to leave, stated that he would be filing a lawsuit, and told the staff to call the police. He continued to behave inappropriately and in a hostile manner, getting into the faces of the other staff members demanding that they retest him today and stating that he would not leave until the test was done. The COD called the police when it became clear the patient would not comply with their request for him to leave. The patient briefly left the center to put his paperwork in the car and then rapidly began walking back to the clinic. Out of precaution, the staff closed and locked the lobby door and moved the other patients from the lobby to our PT department at the back of the building. The patient repeatedly attempted to re-enter the building until he was intercepted by local police, who issued him a civil warning and asked him to leave the premises. Consumer Response /* (3000, 9, 2022/04/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business is once again lying as I recorded the conversation between myself the nurses and the COD jeanna : I never told the nurse to pour my sample into a new module as she did that on her own accord(this is a policy violation on their part) she was supposed to deny this sample once the first test module didn't register it but the nurse herself said I might have had a faulty test. she proceeded to dump my sample from the first test into the new one and the new one worked(see pic below). This whole debacle stems from the nurse and manager swearing that their test and policy where dictated by a green dot on the tests temperature strip(if you look at the picture below the test modules use a temperature gauge that ranges from 90 to 100 degrees which is the normal temperature range for urine)the blue dot on the test marked my temperature at 98 degrees Which is a normal temperature! The nurse said per policy the green means valid and any other mark means invalid which I responded to by saying please get me the policy sheet as I had doubts it would say anything of that sort. This is when hostilities began as the nurse didn't want to give me the policy sheet for some reason. After arguing with her for ten minutes she gets her manager who repeats the same "policy" about blue and green making a difference so I again asked for the policy sheet. The manager starts to threaten me with calling the police if I didn't leave the premises(they denied me my right to retake the test). I told her to call them as I had done nothing wrong and that it was my right to ask for a policy sheet if they enforced said policy's. After another 20 minutes arguing with the nurses and management while being threatened with the police I finally got the policy sheet and it confirmed my initial suspicion that it lacks any details of the temperature strips coloration beyond it being or staying black due to temperature. Once I confirmed this I walked to my car to put the policy sheet in a safe place and noticed the concentra staff locking all doors. I didn't try to force my way inside or bang on any windows(I will escalate this matter to a court and will bevsubpoenaing concentra's video cameras as the business is again lying and now defaming my character). I calmly waited for the police to arrive and once the officer arrived I did not immediately approach him as I waited for him to go inside and conduct his investigation as he came outside I made contact with the officer and he gave me some tips on contacting the better business bureau and to possibly seek legal action as he thought I might have a potential civil suit on my hands! I never held up my urine in someone's face and I'm trying to understand how in this Version of their story I the patient made this nurse do anything when in their own words I was too argumentative to have a peaceful conversation lol

• Initial Complaint

  03/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am receiving medical services through Concentra as part of a worker's comp claim through the Washington Department of Labor and Industries. My claim number is zbXXXXX. My former employer is Laser Techniques Company LLC. Their address is 11431 Willows Rd Suite 100, Redmond, WA 98052. An employee at Concentra in Denver changed the employer information in my file without my permission. They unilaterally decided that I worked at Laser Technology Inc. in Englewood, which is a completely different company that I have never worked for and just has a similar name to my former employer. They also started filing my claims through Intact, instead of the Washington Department of Labor and Industries. I have asked that my information be corrected over a dozen times, both in person and over the phone. My medical bills are not getting paid because Concentra refuses to correct their mistake, due to either oversight or incompetence.

  Business response

  04/20/2022

  Business Response /* (1000, 7, 2022/03/23) */ Concentra is in the midst of internal review to get all matters addressed and corrections made. There are multiple computer systems these changes need to be made in order to have the corrections fully made. However, we will get them addressed as soon as possible.

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was injured at my job living in Galveston Texas I filed a work comp claim and since the claims adjuster did not calculate my pay correctly I cannot afford a living Galveston so I moved back up to Des Moines Iowa I have had problems with my claims adjuster from day one I was getting benefits I had an MRI they canceled my benefits after mri. they now disagreed with my back injury IGallagher Bassett who is the insurance for my employer I was told I was going to a work status doctor's appointment at Concentra because they are work comp doctors I go to this appointment I wait in the waiting room and I get called back to a room in walks Dr moe he doesn't make eye contact with me doesnt examine me does not talk to me doesn't ask me questions he looks over some report I've never seen unfactual report from another doctor who has never seen me talk to me regarding my back injury he looked at this report did not make eye contact with me said he was releasing me to go back to work full time now mind you I had not had physical therapy I have had no treatment to my back injury that I received 10 7 of 21 this doctor needs to not be working dealing with or having anything to do with work comp he just completely messed my life up along with the claims adjuster at Gallagher Bassett. So because this Doctor Moe at Concentra in Des Moines Iowa completely disregarded me disrespected me and dismissed me I now am fighting for my life I have zero money because I am supposedly supposed to be working full time which I can't stand more than 20 minutes or walk farther than 350 ft they got this doctor released me to go back to work so my whole claim is completely having to be dealt with by an attorney now somebody's got to explain this man why it happened he has to be held accountable you cannot tell me that this is acceptable behavior!

  Business response

  04/20/2022

  Business Response /* (1000, 7, 2022/03/24) */ After a review of this patient's concern, Concentra has determined that the scope of services provided to the patient aligned with the scope of service requested by the patient's workers compensation claims administrator. If the patient has additional questions, we recommend the patient follow-up with their workers compensation claims administrator.

• Initial Complaint

  02/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In November of 2021 I was taken to an urgent care for vertigo and other illness concerns. I paid a copay and was later billed. The facility was not clean. Every washroom I visited in the 5 hours I waited had no soap, no paper towels or both. Even the patient rooms were missing those things and other necessary items. This is during a pandemic and the medical professionals and patients could not properly wash their hands. The bed was not properly cleaned and still had wrapper and things stuck in it and the staff was often unhelpful. When I received an additional bill for over $100 I called to explain my experience and they would not adjust it.

  Business response

  03/16/2022

  Business Response /* (1000, 5, 2022/02/07) */ Based on leaderships account, this patient did not reach out to resolve within center at all. Patient signed in at 1:32pm to be evaluated on UC for her high blood pressure and feeling nauseous at the airport. Was called to bring back at 2:30pm but did not respond to the MA. The note was finalized at 4:10pm based on the document history and was signed at 5:10pm EST. The patient was in center a prolonged time of 3 1/2 hours. The cleanliness has been addressed. We were in the process of changing cleaning vendors around the time and there was a gap in service and challenges around that time related to restocking. These are resolved. There is sanitizer throughout the clinic available for staff, clinicians and patients to use. We have limited in the exam rooms up until recently due to a supply chain challenge and theft within the centers by patients during the pandemic but have since started stocking in rooms again. The patient rooms are wiped down after every use with CAVIwipes or bleach solution. While patients are charged their copay at the time of service, they may receive additional bills based on their insurance coverage. Consumer Response /* (3000, 7, 2022/02/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I reached out to conentra corporate when I revived the bill and they told me they would not assist me with lowering the bill. I understand that there may be additional fees, but the charge that u was charged is not worth the service.

• Initial Complaint

  01/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/28 I checked in for a drug screen and recert for dot at 845am I was the 3rd person in the office. I waited for 4 hours just to find out the the front desk didn't put up my chart. I waited a additional 3-4 hours to be seen. I kept being told that I have 2 people ahead of me. Very unprofessional business, may cause patients to be unemployed due to the wait time. I myself had to call into work and call off due to the wait.

  Business response

  03/04/2022

  Business Response /* (1000, 5, 2022/02/08) */ A thorough and detailed investigation was completed and submitted to our DO and VP's for review on 2/5/22. An incident report was filed on 2/5/22 . Report number # XXXXX. The patient was contacted on Friday, February 4, 2022 at 11:15 AM to obtain additional feedback on his visit and to apologize for the poor patient experience he received on this day. Summary and Response In summary, the front office colleagues unintentionally failed to put his file up for the back office to process his physical once he was done with completing his medical history on his on line through FormFox. It was essentially left in the, "holding rack" where we keep the file once patients inform us that they are done. Therefore, this patient waited longer than he should have, unsure how long it was in the holding rack. This was a rare and unusual occurrence for our center. Unfortunately, to add to the issue our center experienced a very highest peak form opening at 8am to 12pm. His Total Time in Center was 4.22 hrs. This was from Sign-In to Check- Out. Which is still unacceptable for any patient to be in the center for only 2 components. Poor Communication and lack of follow-up was the root cause of this incident which is being actively addressed with our team. But I can assure you that based on his statement provided to the BBB, he was not here 7 or 8 Hrs. as indicated. I clarified this information with him when I spoke to him on Friday. He has my contact information and I asked him to ask for me when he returns for his Medical Hold clearance. Sign In Time: 9:01 AM Admit Time: 9:43 AM Registration Complete: 9:47 PM At this point, patient is informed to complete FormFox Health History information on line and instructed to inform us once done, so ** can put file up. Physical Initiated: 12:15 PM Called back to start his physical exam. Check-Out time: 1:22 PM

• Initial Complaint

  11/30/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  10/25 1408 my Employer TUSD took me for a random drug screen at Concentra but refused to allow me to get my wallet. In route I called Concentra************* & aske Monique if this screen required ID, She said they ALL do & it MUST be State issued picture ID. This precedence has been consistent in past screams. Upon arriving at Concentra Dakota ************ at the desk asked for id & further prejudiced my stating, "she'd just take my word for it",,, WOW! Concentra made me go home & come back before when I didn't have "State Picture ID". Manager John A******* six two eight four three four zero agreed with Monique stating this, "was a direct procedural violation making the results null & void". I further explained I am afforded different numbers due to being a disabled medical marijuana patient for seven yrs+. He immediately offered to remove the now non-pertinent results from my employers account & transfer them back to Concentra's. He promised to have someone call by close of bussiness Tuesday November Twenty third as we spoke then, this didnt happen :-(

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