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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:05/02/2023

      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 took my daughter to an appointment on 12/5/23. I called beforehand and was told the visit would be a $40 co pay only. When I received the billing statement dated 3/25/23, the bill was for an entire amount with no amount pending through Humana. Instead, I received a bill for $176.

    • Initial Complaint

      Date:04/19/2023

      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.
      Urgent care facility filed our insurance as a scheduled appointment (which was xmas eve, who does that...) instead of an urgent care visit which is 100% covered by our military (TRICARE) insurance. I went to the office and they said they will refile for which they did AGAIN incorrectly. Went a second time and they said to call their corporate office which took an hour to get ahold of a rep and that **** said "no problem" she will correctly refile and here months later I get the same bill for which they filed incorrectly.... **** is for $128.4 and the account number on the bill is *******.

    • Initial Complaint

      Date:03/22/2023

      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.
      On 06/14/2022 I went to this establishment for a rapid covid test. They said that my insurance wasnt accepted and that it would be $75. I accepted. On 03/20/2023 I received a bill for an additional $241. Had they told me initially that it was going to be this much I would NOT have accepted. I am VERY disappointed and think that this type of practice is totally unacceptable. Respectfully ***********************

    • Initial Complaint

      Date:03/20/2023

      Type:Sales and Advertising 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 1/31, I went to the Columbus, ** care facility. I was billed $30.00 on the day of the visit. On 2/27/2023, my credit card was debited $145.00. I called the ********,** facility to speak with the billing department. No one answered the phone, and I was sent to voice-mail for the billing department. I called several times, but I was immediately sent to voice-mail. I sent an email to the email address I was given in the voice-mail. My email requested my billing documentation showing what AFC had billed me vs what my insurance paid for. I received no response to the email. On 3/24/2023, I received a bill through the US ************** charging me $7.08. I called again, and was guided through 2 voice-mails. I called the corporate office to see if they would help. Again, my call went immediately to voice-mail. There was no way to speak to a representative on the phone. There is no way to speak to someone who can, but will not respond to my attempts to speak with someone. I am requesting that you to help resolve my complaint. Thank you.

    • Initial Complaint

      Date:03/15/2023

      Type:Sales and Advertising 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 WAS TREATED ON 02/17/2023 AT AMETRICAN FAMILY CARE IN *********************** FOR COVID. A MONTH LATER WITH NO CALL, NO EMAIL AND NO BILL WAS SENT TO ME. MY ACCOUNT WAS DEBITED FOR ****** ON 03/13/2023 ALMOST A MONTH LATER WHICH PUT MY ACCOUNT IN THE NEGATIVE. i CALLED AND THE REPRENTATIVE SAID THAT I HAD NO EMAIL ON FILE WHICH I DID AND THAT THEY SENT ME A BILL WHICH THEY DID NOT. THEY KEEP THEIR CUSTOMERS DEBIT AND CREDIT CARDS ON FILE WHICH IS NOT IN MY MIND LEGAL. TO BE ABLE TO DEBIT A PERSONS ACCOUNT WITH OUT A PHONE CALL OR EMAIL. THEY HAVE CAUSED FINANCIAL DIFFICULTY FOR ME AND SHOULD NOT BE ABLE TO DEBIT PEOPLES ACCOUNTS WITHOUT CALLING THEM FIRST OR SOME FORM OF NOTIFICATION WHICH NO MATTER WHAT THEY SAY I HAVE NOT GOTTEN A BILL FROM THEM. I KNOW I HAD AN EMAIL ON FILE BECAUSE THEY SENT ME AN EMAIL WITH MY DIAGNOSIS FROM THE VISIT. NO BUSINESS SHOULD KEEP CUSTOMERS CREDIT CARDS ON FILE FOR THIS VERY REASON .

    • Initial Complaint

      Date:03/02/2023

      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 your ***************************************************************** Location on 1/3/2023 for a covid test. I told them I have insurance , I gave the people at the front desk my insurance information and they told me it was free. So they brought me to the back and I did a nose swab and went on my way. A few months later I got a bill from that location for $157.04. I have been back and forth with that location trying to speak to someone in billing but to no avail. I submitted a claim with my insurance United Health Care and I thought it was taken care of, so today I received a call from a rude person from the *********************** Association. I want this bill to go away because I owe you nothing. I was billed for seeing a ************************** which I never saw and I was told at the front desk that the Covid test was free...They lied to me then billed me for seeing a doctor.

    • Initial Complaint

      Date:02/08/2023

      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.
      Myself and a friend (***************) were traveling on a cruise on January 15th of 2023. We visited our local urgent care facility and took two COVID 19 tests each. We took the rapid test and the *** test. I paid $158 for the tests, $50 for the rapid test, $100 for the more extensive test. I checked for the result via email and did not receive it. It was to take 24 to 48 hours. On Sunday January 15th I called and I was told that they (AFC) would contact the laboratory.My friend also has not received a notification regarding her results.When I returned home I went to AFC Urgent Care and spoke with *****************************, the Center Administrator. She said that there was nothing she could and did not provide us with a refund.

    • Initial Complaint

      Date:02/01/2023

      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.
      In November 2021 I took my son to the American Family Care located at ********************************************************************************** for a COVID test. At the time of the visit, I made a $30.00 co-payment. Fast forward to August 2022, I personally visited the same location for a different reason & made another $30.00 co-payment. However, after this visit I began receiving bills stating I still owed a $30.00 co-payment from my August visit. After several phone calls and one lengthy email, I was finally able to get the bill thrown out. In this mist of this communication, it was discovered the $30.00 I paid in November 2021 should not have been charged to me since it was COVID related & AFC needed to mail me a check. I have requested many times for the $30.00 to be refunded to me and they basically refuse. I continue to receive different reasons as to why it has not been issued, such as staffing and was once told the refund has been requested but it takes six to eight weeks to be mailed out. That time frame expired on or around 12/7/2022. My last follow up email was sent on 1/26/2023 to ************************************ & was not responded to nor do I think they ever will respond or mail out my refund. I am attaching an email chain started by me to AFC on 12/7/2022, a response from AFC on 12/8/2022 & then two follow up responses from me inquiring about my $30.00 refund on 12/8/2022 & again on 1/26/2023 with no response. To be clear, the $30.00 that is owed to me from November 2021 is what this complaint is related to. It has nothing to do incorrect $30.00 billing I received in 2022 which I was finally able to get resolved. I do not wish to have a $30.00 credit to my AFC account as I do not plan to visit them again and they have told me I am owed an actual check refund. Thank you.

    • Initial Complaint

      Date:01/30/2023

      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.
      My son was injured at school and needed stitches inside his mouth. On my way to pick him up from school I called American Family Care in *********. and asked if the doctor would do stitches for my sons mouth and explained that he was bleeding from inside his mouth. The person on the phone checked with the doctor and came back to the phone and informed me that the provider did stitches. My husband and I took our son to the providers office and waited over an hour while our son continued to bleed from his mouth. The staff brought us back into a patient room where we waited more. The provider came in and stated she does not put stitches inside the mouth she did not stop his bleeding, give us a prescription, or provide any type of treatment. We were discharged and sent home with a child who still needed stitches. I am asking for a refund for services that were not provided to my son. For services that I called ahead and validated they performed. Total billed to us $186.50.

    • Initial Complaint

      Date:01/18/2023

      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.
      On Sunday, December 3rd, I went to American Family Care for a chronic cough. I paid my $30 copay and was seen by a nurse practioner who did a chest X-Ray and some blood work. She told me that my lungs looked hazy but she would send it to their radiologist and get back to me, same with the bloodwork. I called and left several messages trying to find out the results of both and no one ever returning a call. So I was forced to go to another doctor, who did an X-Ray, sent it to be read, and had the report back by the time I got home. The dr told me the results, ordered a CT scan of my chest AND referred me to a pulmonologist all within 3 or 4 days, I received a bill within a week for $30 and paid it, thinking that maybe my credit card didn't go through. But that was not the case, I had just paid my copay AGAIN! I also received a bill from LabCorp for $221 because my insurance didn't cover the bloodwork that they did. Remember that I STILL didn't have those results!! I went to AFC on January 16 and asked to speak to the office manage before going to the BBB and she refused to come out and talk to me. My ideal resolution would be a refund of the $30 copay that I paid TWICE and for them to contact LabCorp and pay this $221, since it was for services never rendered!Thank you

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

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