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Business Profile

Urgent Care Clinic

American Family Care, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for American Family Care, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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American Family Care, Inc. has 97 locations, listed below.

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    Customer Complaints Summary

    • 147 total complaints in the last 3 years.
    • 38 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:06/16/2025

      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.
      2/3/2025: I, ******* *******, saw ****** ****, a Nurse Practitioner * American Family Care (AFC) after verifying they were participating providers for urgent care with Tricare. 3/26/2025: Received an email from AFC stating I owed $81.85 for a "Point of Service" visit in which I needed a referral. AFC said they would charge my credit card in 7 days. I called AFC and spoke with Destiny in billing, sent this to their insurance department for ************ didnt understand why the claim was filed as Point of Service. Alyssa * ******* said they need to resubmit the claim under Urgent Care not Office Visit. Called AFC, spoke with *********** acknowledged it needs to be filed as "Urgent Care" not "Office Visit" and would refile the claim. She also said she would remove the automatic billing so I wouldnt be charged.5/12/2025: *********** supervisor at ******* found out that AFC's contract only allows for primary care and surgery, not urgent care. Tax IDs and provider *** do not match on the claim for ****** ****; plus, he is listed as a Surgery specialist, not a nurse practitioner. This is why ******* said I needed a referral. AFC is not in compliance, and they sent a fraudulent claim to *******. At this time Brook and I had a 3-way call with *****, a supervisor at AFC to explain what she found out and his response was that he would pass this on to his supervisor and call me back by 5/19/2025. He provided his phone ************ and when I did not hear from him, I called his # several times with no answer and no way to leave a message. 6/10/2025: Reached ***** by going through the billing department. He's saying they filed the claim properly and is unwilling to help me in any way.Tricare paid them for 2 previous claims for my husband and a claim of mine on 2/17/2025. All our visits were "Urgent Care" visits. The only visit ******* rejected was mine for service date 2/3/2025. 4/4/2025: My credit card was automatically charged $81.85. This is Ins. Fraud

    • Initial Complaint

      Date:06/16/2025

      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 January 14, 2025, I visited American Family Care (AFC) urgent care at ***************************** *******, CT *****, to see a civil surgeon for an immigration medical exam. All testings and consultation was paid upfront. The laboratory that AFC used at the time was Quest Diagnostics, when submitting the lab work to this third party laboratory, AFC did not properly process the bill and thus, Quest Diagnostics claims they were not paid for the lab work. For the past 6 months I have been receiving bills from Quest diagnostics directly to my home even though everything was paid for on all-inclusive basis at AFC. It is AFCs responsibility to settle this bill and I have returned to that clinic several times during this period requesting that they resolve this issue. I am always told that the issue has been resolved but month after month I keep receiving these same bills from Quest Diagnostics and my issue has not been resolved for the past 6 months. The clinic manager I have spoken to on multiple occasions is ***** *******. I ask that BBB help me on my behalf with this claim, as I have not been successful on my own.

    • Initial Complaint

      Date:04/03/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My wife went into the facility to have a doctor see her injury located above her right eye. She waited over an hour and paid a $30 co-pay to the Urgent Care clinic.She saw a doctor for NO MORE than 5 minutes and was told that they couldn't doing anything for her and that she should see a Dermatologist.This facility took FULL advantage of my wife, her time and her money. A receptionist or health care provider could have PRE-SCREENED my wife and told her that there is nothing that could be done for her or for her injury BEFORE being seen by a doctor for 5 MINUTES, and WITHOUT wasting my wife's time AND taking a $30 copay. Not to mention the $200 plus dollars they will receive from my insurance ********** this what health care providers do to the community in today's society? Take money for seeing a patient for less than 5 minutes?I requested a reimbursement be applied to the credit card that was used, and they refused. Thank you for any attention to this matter. It's a shame that consumers are treated this way in a time of need.

    • Initial Complaint

      Date:01/27/2025

      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.
      Writer is a patient at AFC and there is no heat in the waiting front area for patients. It's very cold and front door opens continuously making it even colder. No way to treat a patient who doesn't feel well. All heat in back with staff when patient goes for medical treatment.

    • Initial Complaint

      Date:01/07/2025

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Took my son to the doctors office, American Family Care, in *********. Asked several times after giving my insurance card if this visit was going to be covered and was assured that it was. After a a couple months I receive an invoice saying that I owe 993.66$. I called and asked why, they said denied by insurance. I called insurance and they said it was OK have them resubmit. I continue to get this invoice. Here's the kicker, my daughter went to the same place a month or so prior and got the same thing, an invoice about her visit. They have the exact same insurance mind you and American Family Care covered her after she called up there.

    • Initial Complaint

      Date:01/03/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I currently have no health insurance and had to pay out of pocket to go see the ** at afc urgent care cause I'm very sick and gave very bad asthma. I thought it woukd be cheaper than going to the er and I assumed the **** there are professional and knowledgeable to help sick people.I pay when I get there ******, go into the room the nurse checks my temp, blood pressure and o2. Everything is good. ** comes in looks in my ears and says I have a sinus infection (I'm wearing a mask, having trouble breathing and the ** *** even looks in my nose or listened to my lungs. He prescribed me antibiotics and med for my nebulizer. I was in there 4 min.I go to checkout and I said oh can he also give me predisone do I can use it along with the nbulizr. He said ok. I got to the pharmacy he only sent prisone and antibiotic. So I called and said I need the med for my nebulizer. He said he can't give it to me. Fast foward I ended up having to go to the hospital cause my lungs were just so bad and very diminished. I want my money back for poor ********

    • Initial Complaint

      Date:01/02/2025

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      December 31, 2024. I visited American Family Care in ******, ** after being diagnosed with Flu A 5 days prior and taken *******. My conditioned began to deteriorate rapidly during night of 30th. I went in and explained to triage I was diagnosed already with flu. After vitals and an extremely high ** which was never addressed, they came in to swab me. Nurse practitioner came in and said you have the flu. I said I know i was already tested. She said "well why are you here?' I am having ******************* and I don't feel right. I have no energy to walk. She responded "like I said its just the flu has to run its course. I asked to see a doctor and the door was slammed and she stuck her head back in and said "we stick together and diagnose same". After several minutes of waiting i open the door to find her sitting at her desk and has not asked anybody else to come in because there was not a doctor there at all. I left and went across street to Emence Urgent Care. I walked in and they took me straight back listened to me and said I was wheezing. The did a chest xray and diagnosed with pneumonia. Given a shot and several prescriptions of antibiotics and steroids. I had to pay 2 ****** that day but that is not even why I am complaining. How many other people has this NP Whillow sent home to only get worse. She failed me as a patient and with no apology. It took 6 calls to get to speak to management. I hope I never have to go back but she needs to be investigated.

    • Initial Complaint

      Date:12/23/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Before the consultation, I provided all the required details, including my insurance information and I was told everything was taken care of and that there was no co-paid. I assumed it was because I had goodinsurance. Then a few months later I had another consultationat the same place and again I was told thesame thing. And then, about 6 months after thefirst visit, I received a bill of $183 and then a few months after a bill of $98. Had I received the first bill sooner I would have probably gone to my regular doctor the second time. Anyway, when I called and inquired about the $90 difference between the 2 bills, I was told that it was a first time patient fee, which didn't make sense because, for the second visit, I had to register again and provide the same information again, before being seen by a different doctor. When I pointed it out, I was told they would get back to me. They never did and they referred me to a collection agency. So I sent a check for the bill because there was no other option. I would like the refund of this first visit fee.

    • Initial Complaint

      Date:12/17/2024

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am submitting this complaint regarding an egregious and unjustifiable billing discrepancy pertaining to medical services rendered by AFC in 2022. Despite paying the requisite copayment and having insurance coverage for the remaining balance, I received a bill in December 2024 demanding an additional $189, purportedly incurred in July 2024. The additional fee appears to be unjustified and lacks transparency, merely listed as a "Colorado payment deduction" without any detailed explanation or breakdown. This vague description raises concerns about the legitimacy of the charge. This belated billing, occurring over two years subsequent to the initial service and following my relocation out of state, constitutes an unreasonable and unjustifiable delay. Furthermore, the threat of collections despite my timely payment of the initial copayment and insurance coverage is equally perplexing.

    • Initial Complaint

      Date:12/10/2024

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Dear Better Business Bureau,I am filing a formal complaint against AFC Urgent Care - ********* regarding my November 11, 2024 visit. My experience involved poor communication, unprofessional behavior, and unfair billing practices. I am requesting that the remaining balance of $406.55 on my bill be waived, as the charges are unreasonable, were not consented to, and the service provided was inadequate.Summary of Incident I visited for a sore throat, a minor issue Ive had treated elsewhere at far lower costs. During this visit:1.Lack of Consent: I was not informed of test or service costs. Believing the $40 copay covered my visit, I would have declined if I knew the total exceeded $1,400.2.Unnecessary Testing: I explicitly stated I did not want tests, yet the clinic performed them without consent. These tests did not resolve my issue.3.Rude Behavior: Staff, including the doctor, were dismissive and unhelpful, even suggesting I go to the emergency room.4.Poor Follow-Up: Promised callbacks from management were missed or made at inconvenient times.Billing ******************* billed $1,436 for unauthorized tests. After insurance adjustments, I am left with a $406.55 balance. Despite escalating my concerns, the billing department refuses to waive the charges.Request for Resolution 1.Waive the $406.55 balance for unauthorized services.2.Improve protocols for transparency and informed consent.Conclusion I feel misled and taken advantage of by AFC Urgent Care. The lack of transparency and dismissive behavior has caused me financial and emotional distress. I urge the Better Business Bureau to assist in resolving this matter and ensuring others dont face similar treatment.Thank you for your attention. Please contact me if additional information is needed.Sincerely,**** ******** Phone: **************

    American Family Care, Inc. is NOT a BBB Accredited Business.

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