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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/18/2023

      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 keep on getting telephone calls from this company indicating I owe money from 2020 they originally stated I had owed $80 which was paid and as of today I am getting a call for $25 for a copay which is always paid up front

    • Initial Complaint

      Date:09/15/2023

      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.
      I took my daughter to AFC on 7/22/23 to get tested for strep and Covid. I called the office to ask about the pricing before we arrived. I was told by the receptionist that the total charge is $140 and the visit included the testing. Two physicians saw my daughter and did multiple testings. All of the testings were negative. Doctors prescribed amoxicillin and an inhaler. I paid $140 as discussed. I was going over the paperwork with my wife when I got home and surprised to see that my daughter was diagnosed with bronchitis on the paperwork. This was never discussed during visit. Three days later my daughter broke out with an awful rash on her chest. Our physician said that it was most likely because she has mono and has a reaction to the amoxicillin. I called to ask AFC how much the mono test would be and was quickly transferred to the manager. The manager said that I would have to pay for another doctor visit plus the mono test. I didnt understand why I would have to pay for another office visit when we had the same symptoms and needed a mono test only. The manager said that I didnt pay the correct amount on the initial visit and was supposed to pay for each test. I explained that I called before our initial visit for pricing. I also explained during this conversation that ********** was never discussed during our visit with the physician. The reason I am upset is I have to submit the receipt to my health share plan for reimbursement. Zion Health Share has denied the request because of the bronchitis diagnosis on chart when my daughter was recently correctly diagnosed. I have requested that the AFC chart was changed to un-diagnosed to receive reimbursement. I have been told by three receptionists that itll be changed. They said the manager approved it. I have called AFC nine times in the past two weeks requesting that the manager return my phone call. I was told by a receptionist yesterday that the chart will not be changed and the manager will not return call.

      Customer Answer

      Date: 10/03/2023

      Good afternoon,

      I am replaying to the most recent response from BBB.

      I have been contacted by the corporate office and they have instructed me that the owner of the AFC franchise will contact me. I have not been contacted yet. 

      Thank you, 

      *********************;

    • Initial Complaint

      Date:08/16/2023

      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.
      WENT AFC URGENT CARE FOR SKIN RASH PAID $50 SEE DR ***** CREAM AND SHAMPOO I SUPPOSE USE FOR ************************************************************************************ USE FOR HAIR AND BODY I VISITED ON AUG 9 ************************************************************************* BACK LIKE THEY CHECKING ON HOW THINGS GOING I INFORMED THEM I CALLED EARLIER AND LET THEM KNOW WHAT I WROTE ABOVE RAN OUT MEDS NEEDED MORE THEY CLAIM DR WAS IN MEETING AND KNOW ONE NEVER CALLED BACK I CALLED BACK TODAY NOW IM NOT GETTING NOOO ANSWER

    • Initial Complaint

      Date:08/15/2023

      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 went into a lab at *********************************************, ** and paid cash for some basic testing. Online and over the phone, the clinic (AFC Urgent Care) told me it would be $125 cash. I agreed to this since it is a basic testing, and this is what I have paid in the past or have just gotten it done for free. However, now I am getting a bill from Quest Diagnostics for $380! I would never agree to paying $500 for testing I can get done for free through the VA. I only did this because it was cheap and fit into my schedule. The finance department agreed that they messed up and apologized and we did a 3-way call with Quest to remedy this problem, as well as a call with the state director (*****). Quest said they would put this on a 2 month hold until it was paid by the clinic but now I am getting another bill. When I was speaking with the doctor/ PA, he asked if I wanted additional testing done for other bacteria. I told him not at this time until I receive these results. He agreed. Furthermore, they released my personal address to a company to which I do not recall authorizing. I would like a copy of everything that was signed during my visit immediately. I have also filed a complaint with the ****************************.

    • Initial Complaint

      Date:07/31/2023

      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.
      AFC - urgent care ******************************************************************** Hard to get rep to look into my overpayment .I am DUE ***** and ***** for June 16 and June 30 copay for *********************** two visits . Can not find any rep to resolve overpayment issue. Phone call leads to a rep who is not aware of problem - given name of rep ******** Not professional or helpful . I want my ****** refunded!!!! Worst customer service ever !!! Worse part -NO NO NO. HELP FROM CORPORATE SINCE THIS LOCATION IS A FRANCHISE !!!! Very unprofessional treatment to customer since this is a FRANCHISE!!! No rules for a franchisee to adhere to . Very sad!

    • Initial Complaint

      Date:07/18/2023

      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 went to the AFC Fountain City location because i was unable to hear out of my left ear. I was charged $150 upfront, and the ** advised i needed to have earwax removed from my ear. AFC didn't have the proper irrigation attachments, and was unable to effectively perform the procedure. I contacted a separate AFC center who said i must also pay them for this service, but i refuse to give this terrible company any more of my hard earned money. I must now wait longer to visit my primary care physician.

    • Initial Complaint

      Date:07/17/2023

      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 ***************** @ **************************************** **********, ** ***** on January 1, 2023. I presented them with my Primary and ********************** cards. I was told I still had to give them a credit card to place on file just in case the insurance did not pick ** the copay. In march I noticed that AFC Primed had taken $50 from my card. I called daily and weekly trying to get a refund. I have had ********** Blue Shield to call and give them the remittance advice that shows that the insurance paid them and the company is refusing to refund me my money. For the last month or so they have been saying that the refund is approved and waiting on signature but I have not received. I just called this morning and was pretty much told the same thing.

    • Initial Complaint

      Date:06/05/2023

      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.
      On December 12, 2022, I visited The American Family Care - Urgent *********** at *************************************************************************** - I knew I wasn't to pay a **pay, but they insisted before treatment. I paid the **-pay $35.00 and after insurance payments - they owed me a refund. After multiple visits and phone calls to the facility between January 2023 and March 2023 - I have re**rds of these visits and calls - they finally agreed to refund the ** pay to my credit card. They advised me the refund was processed on March 25, 2023 - I have never received it, my bank has no re**rd of receipt either. Since then, I have spoken to two different offices within the **************** and while they sympathize - they can't get the owner of the facility to reissue the refund. I have volunteered to go back to the office and pick up a check if that would be easier. I should note that on May 5, 2023, they sent me a bill for $35.00 - If I do the math on THEIR bill, it shows a credit balance! I simply want the refund that is due to me. My ac**unt number is ******. I believe I have been patient - it has been 5 months since I requested my refund. Thank you in advance for your assistance.

    • Initial Complaint

      Date:06/05/2023

      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.
      American Family Care failed to submit my claims for dates of service 2/23/20, 6/23/22, and 7/28/22 to Florida Blue. American Family Care states that I owe $706.50 in charges, which is the entire medical bill for each and all of the above dates of service. They never filed the claims with Florida Blue, I spoke with **** at Florida Blue today, and both she and ****** in the out of state claims ***** at Florida Blue, who she consulted with regarding my case, state that there is no record of American Family Care ever filing these claims with Florida Blue for payment. Today, I spoke with ***** at ****** (the collections department of American Family Care) twice and emailed her boss, ***** **************** twice. The ****** claim # ***** provided me is ********. My Florida Blue member # is ************* *********************** # is *****.

    • Initial Complaint

      Date:05/09/2023

      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 contacted the local AFC urgent care (*** ** ********** ***** *** ** ********* **) on 2/15/2023 about getting a rapid COVID PCR test. I was quoted a price of $175. I paid via credit card. The AFC invoice number is ******. During my time at the urgent care, I was never asked for any insurance information, nor was it ever indicated that the $175 was not the full payment for the COVID test. Several weeks later, I got my first invoice from AFC for an additional $252. I tried calling the Patient Services phone number on the invoice. I got a recording saying that their phone lines are down and are being serviced. I have subsequently received several additional invoices; the latest today, threatening to send my account to collections. I again tried to call the Patient Services phone number and got the same recording as I did 2 months ago. I also tried to call the local urgent care clinic where I had the test performed. They are also unreachable by telephone.

      It is obvious that this is a bait-and-switch scam. I have no intention of paying the $252 or providing my health insurance information to these scammers. I've read hundreds of other BBB complaints against this organization. I only wish I'd read them before I chose them for service.

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

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