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Business Profile

Urgent Care Clinic

American Family Care, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Urgent Care Clinic.

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

    • 146 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/25/2024

      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.
      My child saw them on 01/25/2024 and paid her copay they made a copy of my debit card and used it three months after the visit on a day when she had not been there and it caused my bank to overdraw because we get paid on the 27th and the 30th of the month. They advised this us there policy and they dont mail out bills.

    • Initial Complaint

      Date:03/25/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      them and united are trying to steal 175$, american family told me the week before, upon check in, and upon leaving there is no copay. uhg advertised 0$copay on my insurance. their website says this pbr is in network, please cancel charges

    • Initial Complaint

      Date:03/21/2024

      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 paid a $40 copay when visiting the office per my insurance card. On 3/18 while I was out of town, I noticed a charge for $116.16 on my card. This was 2 months after my visit. I did not receive a bill or any kind of notification from the business letting me know that I was responsible for an additional amount, and I did not authorize them to charge my card. I opened up a claim with the billing department and was told someone would call me between 24 and 48 hours and did not hear back.

    • Initial Complaint

      Date:03/13/2024

      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 recently went to AFC for treatment for a sinus infection. The doctor came in and stated that AFC has been auditing their books and are no longer allowing treatment for sinus infections unless the patient has been running a fever for 3 days or symptoms for 10 or more days. I was on day 6. She discriminated on treating me solely based on intake notes. She leaned against the door the entire time and never evaluated me. I asked for a steroid shot to help get the infection moving and was denied based on their new rule. I stood up to gather my items and she wanted to know why I was leaving. I asked again if she was going to evaluate me and assist and she said no. She ended up sending an oral antibiotic to the pharmacy without assessment. If AFC is going to have this protocol in place (no treatment without fever for 3+ days) patients need to be notified before paying and having insurance ran. I have called corporate and left 3 voicemails with no response. I am requesting a refund for my $45 and my insurance to not be ran. I will not be paying for anything owed after insurance due to this. Complaint with BCBS is being filed.

    • Initial Complaint

      Date:03/11/2024

      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.
      They failed to bill my insurance company and charged me $250 on top of my co-pay. I have been calling them since I noticed the charged back in February and have been told a check was going to be sent to me and to give it 15 days. We are now in March and still no funds have been received.

    • Initial Complaint

      Date:02/14/2024

      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 visited AFC Urgent Care early November 2023. I then discovered I was having insurance issues (I had a new insurance and in order for the new insurance to be approved I had to submit that my previous insurance was cancelled which I did. But the insurance was still denying claims, saying I had other primary insurance). I discovered this was still an issue that was happening when I received a bill of over $500 from the urgent care, so I called them immediately requesting they put my account on hold while I resolve this issue with the insurance. AFC assured me my account was on hold and to let them know when the claim will be properly resubmitted. The NEXT DAY AFC withdrew $200 from my account. I called them and asked why this happened and their answer was basically "I don't know but when it gets resolved you can request a refund."My insurance issue was resolved at the end of November 2023 and the claim was successfully resubmitted. I called AFC 12/1/23 about the refund and they said "ok we'll process that now." A week later I still did not have the refund in my account so I called ********************** "billing" and they said "we are unable to process for some reason. Let us reach out to billing". So I asked I thought this was billing. Apparently, I was only speaking with an answering service and they said there was no way that I could actually speak with the legit billing team. I've called pretty much every week since then and haven't received anything besides the run around. Still no refund and still no one can help. They keep saying it's escalated and someone will reach out. That has NEVER happened! I just want my $200 back that was never theres to take in the first place!

    • Initial Complaint

      Date:02/14/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I SHOULD NOT be receiving a bill for 9/13/2023 medical services of $193.30. After a brief inquiry and insurance information given, I was told to get a vitamin shot and given a prescription for cough medicine at a nearby CVS, which I was told would be COVERED by my MEDI-CAL ********** No additional information was given. There should be NO charge and I should not be receiving a bill with this exboritant amount without any description for the charge. Correct this to show $0 due and I want to know that my records show the correct information that ONLY prescription cough medicine was given and covered by my **********I want to be sent an updated invoice that shows 9/13/23 $0 due and the correction made asap.I do not want to receive any future FALSE invoices.

    • Initial Complaint

      Date:02/09/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Around this time last year I went to American family Care on **************** in ********** for STD testing, paid in full. They mishandled my samples which were no longer viable by the time they got to the lab, then lied to me over the phone about it at which point I confronted them in person and they admitted the tests were invalid. They agreed to retest for no extra charge in several months later a bill arrived in the mail for the services that were supposed to be free. I called and explained this, they brushed me off and sent me to collections. Their negligence in handling and reporting of lab samples caused me permanent physical damage from a un/misdiagnosed infection, as well as repeated exposure to other sick patients in the height of covid.

    • Initial Complaint

      Date:02/07/2024

      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.
      To whom it may concern,American Family Care has unethical business practices. I was seen less than a month ago at the ********, ** location.I have NOT received a physical billing statement from this visit yet my debit card was charged the entire amount. I was not aware of what my insurance paid and I was not allowed to dispute anything.There is no business that should be allowed to charge their patients without them receiving a physical statement complete with all charges.I spoke with the supervisor ******* and all she did was justify their actions. This was unacceptable behavior.I have disputed this with my bank as fraudulent. I want to be contacted by the corporate department immediately. I also want this bill adjusted so that I can VIEW the actual charges like any other bill.

    • Initial Complaint

      Date:01/23/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On December 30 I *************************** took my mother ************************* DOB 11/23/52 and my sister, ***** *********************************** DOB 11/20/81 to AFC, America Family care, emergent care in ***********************************************************************, we did not receive a good treatment, starting from the reception I show them my mothers paper insurance and the receptionist said I can not looking for my system is too poor then you have to pay I paid for my moms consultation and my sister ***** *********************************** she paid her consultation, after that the nurse put them in the same room, then they called me but the worst thing was DR ********************* was so rude she didnt want to check my fault properly just saying they need a Covid test and I told her did you check the throat and ears ************************** was so rude and say if you dont tell I dont do with a very bad attitude and I told her your are the doctor, and I told her and I speak English a little bit can someone translate for us Dr. ********************* so rude said what?!! you dont want to translate? , why you dont want to translate ?!! said her I dont like your attitude and I want my money back and I want to go another place where my mom and my sister are good not here with your attitude Dr. and Dr ********************* said no let me finish my job I am going to check the throat and I said her now you want check everything ? She said yes an I said I want to go another place. And I want my money back after that we left and I said the receptionist wheres the manager , receptionist said is not here and the receptionist gave me managers card business and after that I went another place where my mom and sister were asisted with normal an good treatment I left many messages to the manager ***************************** asking my money back and manager never answer the voice mail, the email and I was calling and nothing then I Paid $120 for my mom and my sister $120 my mom has ******** my sister was on vacation and please help us with refund the money

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

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