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Business Profile

Urgent Care Clinic

AFC Urgent Care

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 1 complaint 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:09/26/2024

    Type:Product Issues
    Status:
    Unresolved
    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 4/19/2024, my three kids and I went to AFC Urgent Care in *********** to get tested for strep throat. We were tested because we were headed to ****** and found out we had been exposed during a family visit. During the visit, all four of us received throat swabs for a rapid test. All 4 tests came back as negative, however, visually, my middle child's throat looked as if it could have strep. As a result, the nurse returned to the patient room and administered a second swab on her, and her alone. At the time, we were informed that she needed to have her swab sent off to the lab for more in depth testing. The other three of us were not re-swabbed nor told that our original swabs would be sent off for additional testing. A week later, I received a phone call that my middle child's test was negative and two weeks later I received the invoice for my portion of the test. I then received an invoice for my youngest child approximately one month later or two months after the visit, followed by a third invoice for my oldest child another month later or three months after the visit and a fourth invoice for myself, yet another month later or four months after the visit. Neither I nor my wife received a phone call with results nor were we re-swabbed or informed that we were receiving lab tests.I have contacted the Manager at AFC Urgent Care *********** and she has committed to following up with an answer 4 different times and each time has failed to return my call (6/19, 7/25, 8/23, 9/20). The excuse is that she works in urgent care and doesn't have time to return my call. This is unacceptable and appears fraudulent. How could invoices be generated two, three, and four months after the fact and coincidentally, for the individuals that were not re-swabbed nor were informed of any additional testing?

    Customer Answer

    Date: 10/07/2024

    After 5 months of regular phone calls, they have finally adjusted the bill so I would like to note that on my complaint.  However, I want the complaint to remain as I shouldn't have to fight this for 5 months to receive a resolution. Please let me know what the next steps are.

    Customer Answer

    Date: 10/18/2024

    I received two more bills over the past couple of days, so the communication I received was inaccurate.  

  • Initial Complaint

    Date:06/27/2024

    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 paid $150 to them for a date of service in December. My insurance also reimbursed them and now I am owed $99 by them due to overpayment. I have been trying to get this resolved for 4 months and they keep giving me the run around. Their excuses include they switched billing companies, theyre waiting on other people to get back to them etc. I asked to have my concerns escalated and ****** (the supervisor) refused to give me her supervisors contact information and refused to use the chain of command to escalate my concerns about my refund.

  • Initial Complaint

    Date:04/18/2024

    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.
    On 3/5/2024 we sought care for my adult disabled son that we have guardianship of. Care rendered that day. Provider took $149 up front to see us.3/9/2024 my insurance processed the providers claim, stating I owe $18.33.3/20/24 bank paid claim per Anthem/BCBS Provider has not provided a refund.

  • Initial Complaint

    Date:03/19/2024

    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 went to the AFC Urgent care on 12/5/2023 and was told we would have to pay $149 upfront and one the insurance was received we would get a refund. The insurance was processed on 12/20/23 showing we were owed $133 insurance paid all but $16 of the claim. I called on 2/9/24 and was told by the billing department that they only process refunds at the end of the month and we were on the list for the end of February. I called again on 3/19/24 and was told I was on the list as of 3/5/24 If I was the list I should have received our refund by now.This is a shady business practice they are getting DOUBLE payments for several months, floating themselves a loan it shouldn't take 90 days to get your money refunded.

  • Initial Complaint

    Date:05/16/2023

    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.
    I went to urgent care on two different occasions and was told I needed to pay $99 upfront, which I willingly did. I was told after the insurance claim was processed. I would get a refund for any money that was over spent I was seen on 12/2/22 and insurance was processed on 12/14/22 and said I owed $0 so I should have received a refund of $99. I was also seen on 1/19/23 and insurance was processed on 1/25/23 and said I owed $32 so I need a refund of $67. I have contacted AFC and their billing department numerous times over the past few months and am constantly told that its in process of being refunded or should be next week. I would like my $166 back.

  • Initial Complaint

    Date:05/13/2023

    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.
    Daughter was seen on 12-10-22 at AFC Urgent Care in ***********. Paid the upfront cost of $99 to be seen. Claim filed with insurance and reimbursed clinic on 12-25-22. EOB shows my out of pocket expense is to be $30. AFC owes me a difference of $69. Have called multiple times as well as left messages with billing and social media private messages to get this resolved as this appointment has now been 6+ months ago. ****** with corporate customer billing stated on 3-14-23 that he was making sure our name was placed on the refund list and verified the amount owed to us by the clinic. The timeline we were told this was to be resolved was at the end of April. I left a message on the billing number again after this timeframe. A lady by the name of ******** returned my call to state she would look into it with this particular location and get back with me after verifying my demographics and daughters name & date of service. This has now been over a week since she called. I expect this refund to be issued in a timely manner and escalated as I have been told. I would have been sent to collections by now had I owed them money and not made payment. No complaints about the clinicians. Billing practice is my issue in getting a prompt response and issuance of money owed.

  • Initial Complaint

    Date:01/09/2023

    Type:Product Issues
    Status:
    Resolved
    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 seen at a FC urgent care in ********** on September 16, 2022. I was charged $99 upfront despite having insurance that only charges a $10 co-pay. I was told I would receive the refund for the difference once my insurance processed. I received my exclamation of benefits and I can clearly see that I am owed a refund of $84.04. I called on November 18 and I was told that I would be put on a list to receive a refund check. I have had no communication cents and never received a refund. I have tried calling and you cannot reach their billing department. So I am waiting a month for the refund I was told I would get in waiting three months total for the refund question.

    Customer Answer

    Date: 01/11/2023

    Hi I wanted to let you know that the urgent care has now sent me a check for a refund. I do want to be clear that it was only sent after they were informed that the issue was reported to the Better Business Bureau. They still have very concerning billing practices. Thank you 

AFC Urgent Care is NOT a BBB Accredited Business.

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