Complaints

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

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

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  American Family Care, Inc.

  3700 Cahaba Beach Rd Birmingham, AL 35242-5225

• 

  American Family Care, Inc.

  9232 Parkway E Birmingham, AL 35206-1509

• 

  American Family Care, Inc.

  1965 Cobbs Ford Rd Prattville, AL 36066-7290

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  American Family Care, Inc.

  2970 Pelham Pkwy Pelham, AL 35124-1799

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  American Family Care, Inc.

  2570 Berryhill Rd Montgomery, AL 36117-3564

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:12/03/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 am filing a complaint a because I was seen at one of your medical facilities on 11/17/2024 at 8:01 am. While their I told the lady (Roolulu) that I wanted to been see for a physical and to talk about acid reflex. I filled out all the paperwork as instructed. They lady told me (*******) that an office visit would be $175.00. I told her that I did not want to be seen as an office visit, I just wanted a physical to check my vitals and heart. The lady( Roolulu) left the desk and went to the back while I was finishing up my paperwork. Then the lady ( Roolulu) came back and told me that she would charge me $85.00 for the physical and it would be ok to talk about the acid reflex. I then handed the lady ( Roolulu) my debt card and paid the $85.00 and I not only have a copy but I also signed a copy as well. Once called to the back I was triage and was told to stand behind a orange line to check my eyesight per ******** *****. I then saw the provide *. ********** she looked inside my mouth and felt my stomach and we talked about acid reflex. She wanted me to do labs but I told her I did not have the funds at this time. Then she gave me a listed of labs based on my age that I needed. I then got my discharge summery. Not only is the eye exam not on their but it said that I was there for acid reflex, which I stated that I did not want to be seen for that. Once I left American Family Care after looking at my discharge statement. I called around 10am the same day. Spoke to the front desk and said hey on my discharge summery it said I was seen for acid reflex and nothing about the physical. I just wanted to make sure that I am not charged for an office visit due to talking about acid reflex. The front desk told me you won't be charged extra because yourself pay and because you had on the file. I said ok. Then on Thursday November 21, 2024 I got a text saying that I owed $90.00 for an office visit at American Family Care ******.

• Initial Complaint

  Date:11/13/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 visited afc lookut valley on oct 13 2024 for sickness. Paid my 25.00$ copay upon signing in. I opted out of leaving my card on file do they could not charge me at a lster date without sending a bill. On nov 13 2024 afc charged my card without my permission another 150.00$. After speaking with ***** ******** about why and that they didn't have my permission to charge my account, he responded by saying that they have an electronic signature giving them permission. I disputed his claim and asked for a refund in wich he refused. They perform shady buisness and charged my account without my knowing. I will stand on the fact that i didn't sign my name to any document giving them permission to charge my account. They do not have anything with my handwriting on it. On their end they can add a name to any document they deem necessary to collect payment if electronics is all they need. I never signed or gave verbal permisssion to charfe my card twice. Copay of 25.00$ is all i paid and that is how they collected my card number. Shame on me for not paying cash. But I've learned

• Initial Complaint

  Date:11/05/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Took money out of my account two ******** times without authorization or warning that they were taking it

• Initial Complaint

  Date:11/04/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Medical bill from 03/16/2023. I went to American Family Care for a sinus infection and paid my copay when I left. The next 12 months they kept sending me a bill for $136.50, I sent them documentation of my EOB that states I don't owe them any money. AFC sent this to a collection agency, I sent them the same documentation and the collection agency sent it back to AFC. They then stated that I owe them $50.00 I sent them emails and spoke to them on the phone stating that this isn't correct and sent them my EOB and let them know I spoke to the insurance company and they confirmed I do not owe American Family Care any money..They are continuing to call and send me a bill for the $50.00.

• Initial Complaint

  Date:10/22/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 took my daughter ********* to American Family Care on November 13, 2024. I was charged a copy of *****, Today October 22, 2024, I my debit card was charged by American Family Care (*****) @ 1:00 AM. I contacted the AFC billing office at 8 am to inquire about the charges and I was informed that I authorized AFC to charge my card for any outstanding balances. I said no, but I understood keeping a card on file. However, I did not authorize a 40 balance to come through my account at 1:00 am in the morning. This is a month after ********* saw the doctor.I have never received an outstanding bill either by email, phone, or mail. They cant produce me a statement because there is not one. For all I know, insurance paid them fully and they are trying to defraud me as a hard-working citizen. The customer service representative had no clue when the manager would be in, therefore, I left a message. No return phone call has been provided. I would like this office to be investigated fully. You cannot randomly charge me without receipt of what exactly I am paying for. THIS IS FRAUD!!!

• Initial Complaint

  Date:10/17/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Heres a revised and stronger version of your statement: ---I visited this urgent care and, upon arrival, I informed the front desk staff that I intended to pay out of pocket rather than use my insurance. The staff member admitted she did not know the insurance rates specific to my plan, and I wanted to avoid any surprises by paying upfront. However, she refused to let me proceed with an out-of-pocket payment. When I was called back, I never saw the doctor. Instead, they performed multiple testsCOVID, strep, and anotherwithout any consultation or explanation. There was no effort to prioritize testing for COVID first, despite my symptoms, which could have potentially avoided the additional unnecessary tests. I was in the office for barely five minutes, and now Im being charged over $300. Meanwhile, the rates listed online for self-pay are significantly lower than what they billed through insurance. I reached out to discuss the billing issues, but the urgent care staff repeatedly brushed me off, claiming they would escalate my concerns. Despite several follow-ups, they eventually told me there was nothing they could do. I emphasized that they charged me for tests that may have been avoidable if they had initially performed a COVID test. Additionally, the doctor never examined me, entered the room, or provided any medical treatment, including prescriptions. Both the urgent care location and AFCs corporate office in ********* have been dismissive and unhelpful throughout this process. The lack of professionalism and accountability makes this one of the worst urgent care experiences Ive ever had.

• Initial Complaint

  Date:10/16/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Went to AFC Urgent Care in ******* for treatment on 9/12. I went to them because they were the closest urgent care to where I live. I asked them to make sure that my insurance is accepted and would cover treatment or else I would seek treatment elsewhere where my insurance is accepted. They took me in and treated me under the presupposition that my insurance as accepted and covering. They never once told me otherwise. Fast forward a few weeks and I get a bill from them and find out that not only did they not bill my insurance but that it was not accepted. They essentially lied to me at the clinic and treatment anyway when I specifically told them not to if I was not covered. I'm not paying this bill as I never agreed to been seen without my coverage. I want the bill to be dropped.

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 visited the office on 9/ 10/24 for a medical concern, while on vacation. I called them before arriving and was assured that they would be able to help with the problem. I checked in and paid $175 for treatment and waited to be called back. They did my vitals, performed urinalysis test for kidney stones and put me in a room to wait for doctor. The doctor came in and said that she could not treat me because of elevated blood pressure. She told me what she would have done but wasn't going to do anything for me. She also misdiagnosed me, telling me that I probably pulled something in my back. I passed a 9 mm.stone the next day. I have contacted the management for the company and they refused to refund the money. They didn't provide any treatment for me and feel that I have been taken advantage of by this company. Please help. Thank you

• Initial Complaint

  Date:09/16/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 to AFC Clinic Panama City Beach, FL yesterday and I showed the first nurse I saw the LIST of PRESCRIPTIONS Needing REFILLS on my Notepad App. I saw her do something on her laptop. She didn't say anything about won't be able to refill the prescriptions. The PA comes in next diagnosed me with Sinus Infection and that I will get my refills. Great! I go to CVS I haven't gotten 4 Prescriptions Refilled? I called AFC Clinic Representative that answered the phone. She was rude she talked to me like I was a 12 year old that I need to tell them about needing refills when I come in. Yes I did!! I don't like to complain but I really need my Refills! I am an adult and have worked in customer service for many years you don't talk to clients in this manner

• Initial Complaint

  Date:08/20/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 daughter (*******************) and my husband (*************************) both visited this urgent care on 5/7/2023 with pink eye. Per their policies, all customers pay a flat fee of $150 and are either reimbursed (if the care received cost less than $150) or billed for more (if the care received cost more than $150). We paid $150 for each of their appointments and in the following weeks, I saw the claim come through our insurance and then called AFC (7/25/23) to confirm what the difference between our services and payment was. According to our insurance, they owed me $11.64 for ***'s appointment and $60.22 for ******'s and when I called, I was told that I was on "a long list of customers" who were owed reimbursement checks and that as they moved through the list, they would call me back to confirm my address and then send the check in the mail. I waited another several months before calling back and was told the same thing the second time I called (around February of 2024). Finally, I called again on 6/5/24 (MORE THAN ONE YEAR AFTER THE DOCTOR VISITS) and was told that they would send the checks within three weeks. As of today (8/20/24), I have received the check for $11.64, but not the check for $60.22. I am frustrated and upset, not because they owe me some outrageous amount of money, but because we had used them previously and been on the opposite end of the transaction (we owed MORE money beyond the $150) and I paid it promptly and within a reasonable time frame. I am finding it ridiculous that I should have to call and "collect" my money from a company that claims to care about its patients and after 14 months of repeated phone calls and clarifications, they still have yet to follow through completely on their word.