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.

  1664 Forestdale Blvd Birmingham, AL 35214-2042

• 

  American Family Care, Inc.

  5569 Grove Blvd STE 121 Hoover, AL 35226-4610

• 

  American Family Care, Inc.

  900 Montlimar Dr Mobile, AL 36609-1705

• 

  American Family Care, Inc.

  5892 Trussville Crossings Pkwy Birmingham, AL 35235-8633

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:12/29/2022

  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 went to the American Family Care in ****** on 6/9/2022, and I don't have insurance. They told me I have to pay $175 upfront and that includes seeing the doctor and bloodwork or any needed lab for this visit. Few weeks ago, I received a bill from LabCorp that I have to pay another $248. I called LabCorp and they told me American Family Care in ****** did not mention that you paid out of pocket the full amount, simply call them back and let them contact us and mention that. I did call the billing department of American Family Care ************* then dial 1) they told me we will transfer your call to the only lady that handle LabCorp *********************** Edge. She told me please never mind the bill they we forgot to mention that you paid in full. I did, but I received another bill from LabCorp asking me to pay the same amount of money. I called them and they said nobody from American Family Care has contacted them for my account. I called again ****** Edge and always sent me to the ** with no answer. I called the billing department of American Family Care for over 2 months and left a lot of **s to ****** Edge and finally she called me back saying she will personally call ************** in ** and fix that for me. Few days ago, I received collection notice from LabCorp again they said nobody has contacted them. I called the billing department of American Family Care again and asked for the manager of ****** Edge they always transferred me to her only and few time hang up the phone on me. after a few days I called again, and a lady told me I will let you call ******* who is the manager of *****************, she transferred me to her with no answer, so I left her a **. Until today I got no answer from the billing department of American Family Care and the bill is at the collection that might hit my credit now for a bill I already paid for. I have been treated so bad by the billing department of American Family Care and I would like BBB to help me to settle this.

• Initial Complaint

  Date:12/28/2022

  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 am due a refund and AFC continues to tell me that they are processing it. This has been their response since November. I visited the AFC in August and due to a software issue (AFC wasnt able to verify my coverage thru BCBS - this was later determined to be the result of a software issue at AFC) I paid for services out of pocket. My Insurance Carrier made a payment to AFC in October. I have been calling (they stopped responding my my emailed inquiries) frequently and been advised that the refund process takes 4 to 6 weeks and even was told that the refund process takes 6 to 8 weeks. We are well beyond that time window. I merely wish to get a refund for the amount paid in August.

• Initial Complaint

  Date:12/20/2022

  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 came in on April 24th, and requested a swab for MRSA(Staphylococcus). After 6 long days of waiting, only to find out the specimen was rejected because someone put the wrong code in. I was re-swabbed and I pleaded with the young lady to be sure the swab is collected with correct swab and use correct code this time. 5 days later, I received negative results for Strep A(Streptococcus.) I didn't ask for that!! Called in to make complaint and was transferred to the person whom I had the interaction the 2nd time. She initially blamed it on LabCorp but called me back with other excuses. Only then did I reveal that I I'm in lab and well aware of what she saying is false and they screwed up but failed to admit it. I also came up there for copies of all my all labs, only to be told the labs from the 24th had disappeared ! Not sure if these people are new, lazy, or totally incompetent. Worst experience ever by AFC. No one wants to take responsibility; will blame others for their mistake.10 /30- went in for vaginal swab and gave urine. 11/01- I was lied to about results. Swab was never tested because either wrong code or wrong ********* results clearly states it but the AFC person that I spoke with lied and said it was ran. I even called LabCorp to verify that they never resulted swab.I called AFC Corporate on Nov. 11th to file formal complaint and I was promised refund and a returned called but I haven't heard from anyone nor a refund!

• Initial Complaint

  Date:12/12/2022

  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.

  Visited American Family Care Alabaster August 23, 2022 for care. The agency failed to bill my insurance with the correct contract number initially.I received a bill for the amount. Sept 2022- I spoke with ******* at American Family. She stated they would refile with the correct number. I received another bill for the same amount. October 29,2022- I visited the agency and spoke with *********************** who stated he would email whoever to take care of it and I should not receive another bill. November 2, 2022 I called the customer service number and spoke to ****** who states she will take care of it. Today December 10, 2022- I receive ANOTHER bill for the same amount. Now the bill threatens to send to a bill collector for the amount when it is AFC who needs to just bill it correctly with the insurance company.

• Initial Complaint

  Date:12/06/2022

  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 Went to AFC ON *****... I Paid my copay of $30.00 with my credit card... then about week ago i got bill from AFC asking for payment of the $30.00 i emailed copies of my statement and never got response

• Initial Complaint

  Date:11/07/2022

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 this business on May 20, 2022 and had a COVID test performed. I paid an out-of-pocket copay in addition to providing my health insurance information per the business's instructions at the time of my visit. The business filed a claim with my insurance company for the total amount of services and my insurance company paid 100 percent of the claim amount. I contacted the business and inquired about my copay. The business checked my account and acknowledged that I had overpaid for the service in the amount of my copay. They informed me that they would issue a refund back to my credit card for the copay amount, and that it would take 2-4 weeks. After over 5 weeks later I had not received a refund so I contacted the business again. The business once again acknowledged that my account showed an overpayment in the amount of my copay, and told me that they would issue a refund back to my credit card in approximately one week. Several weeks later I had still not received the refund so I contacted the business again and attempted to escalate the request for a refund. I was given different phone numbers and departments to call and I made several further attempts to obtain the refund with no success. Each time I spoke with someone at this business I was told that they would issue a refund. It has been over 5 months and I still have not received a refund. It appears that this company used fraudulent business practices to overcharge for their services by double billing both the insurance company and the patient for the same service.

• Initial Complaint

  Date:11/04/2022

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  This is regarding fraudulent billing and misrepresenting the services provided by American Family Care, *** Date of Service: 7/4/2022 Account Number *************** Number: **********: ********** Patient: ************************************* Date of Birth: 04/07/2007 Fraudulent Charges: $243 I brought my daughter to American Family Care Center Urgent *********** on 7/4/2022 due to a large infected bug bite. . Prior to the visit, I called and asked for confirmation that this office took my insurance which is Anthem BCBS. This was confirmed and I was asked for the $15 copay when we arrived.I received a bill yesterday from American Family Center ***, for $243. I called and was told that the doctor that American Family Care, Inc. had assist my daughter that day, was out of network. This information was not provided to me at the time of visit and in fact it had been confirmed that the services were in-network on the date of service.The State on *********** passed the Federal No Surprises Act on 01/01/2022, CT Gen. ***** 38a-477 and ****f, which prohibits this type of fraudulent and deceptive billing practice from occurring in our state.I am requesting assistance with resolving the fraudulent billing practices of American Family Care ***. I have additionally filed a grievance with my insurance Anthem BCBS and am petitioning them to remove this organization from their provider panel. I can provide all the documentation received from American Family Care, *** upon request. Any assistance you could provide me in the resolution of this matter would be greatly appreciated. In addition I would hope that a further investigation into American Family Care, *** fraudulent billing practices could be pursued by the state.

• Initial Complaint

  Date:08/24/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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 overpaid my bills by $50.00 on June 2 , 2022. The company has acknowledged the refund is owed to me. I have been told on many occasions that the refund is in process. The latest date was July 13 and that I would expect a check in one week. I have not received the refund. Telephone calls are being ignored and attempts to talk to someone in a responsible position has been impossible. I appreciate your help in resolving this matter. ***** ********

• Initial Complaint

  Date:08/22/2022

  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.

  December 23/24 went to afc urgent care swampscott ma for out of pocket covid. Paid for covid test on site. They did not say there would be an office charge that I would get billed for later. They did not ask if I wanted to pay for the office visit then. I received 2 paper bills. I tried to contact to ask about the bills but you cannot get through to this company. I forgot about the bill and they never sent another one. I tried to call and contact about a month ago and you cannot reach anyone and the swampscott location doesn’t answer their phone. I just received a voicemail saying I need to call them within 10 days or further action will be taken on my bill. I called and no one answered! I have been trying to pay my bill and unable to. They should have communicated up front that there would be an additional office charge. You also cannot pay online without your account number which is only available on the bill. It should be easier to pay a bill.

• Initial Complaint

  Date:08/12/2022

  Type:Product 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.

  On 5/26 my son was seen for a cut on his thumb at AFC urgent care in *****. They took a 150.00 dollar deductible from me and then charged my insurance. On 6/9 my insurance reimbursed AFC for the visit. My insurance notified me shortly after I should receive all, but my 35.00 dollar copay back. I called on 7/28 since I had not received a statement or my overpayment back and was told they use a third party billing service. I called the billing service to be told they would issue me a check that would take a month to process since they only process at a specific time of the month, but since I called they would send it that week. I thought that was odd. I work in the medical field and according to the Affordable Care Act, providers have 60 days after they become aware of an overpayment to refund the money. If the overpayment is not refunded within that time period it can be considered a false claim so most providers issue them promptly. On 8/12 I called again since I had not received the check to be told by the supervisor that I was on a waitlist to get my check. They do billing once a month and submit their findings to the AFC office for them to write the checks to send for overpayment. This all sounds very hinky and I would just like the money I over paid.