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Business Profile

Urgent Care Clinic

American Family Care

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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:05/16/2023

    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.
    Service date: 10/28/22 Reason for visit: preventative vaccination, no provider visit Charge: $15 per insurance copay Service Date: 1/16/22 Reason for visit: preventative vaccination, no provider visit Charge: $25 per insurance copay Issue: per my insurance policy (Cigna), preventive vaccinations are to be covered at no cost to the patient. Instead of sending the $40 refund check I am due for overpayment, AFC and its contracted billing partner (I believe the name is Healthquest) have sent multiple incorrectly processed follow up bills stating I have an outstanding balance due. Additionally, they have balance billed (not allowed per ***** contract), failed to follow up and return phone calls, provided false record details, and have failed to refund me the $40 I am due, despite multiple attempts from ***** and myself to resolve this matter, and a confirmation stating that I would be receiving a refund two weeks from February 15, 2023. Timeline November- received a bill (no longer have) stating an outstanding balance due of $70. Called billing multiple times to resolve issue, left VM.12-30, called my insurance provider requesting an adjustment request 1-3, received a voicemail from billing stating that I did not $70, but instead owed $30. Received follow up bill dated January 5 stating $30 balance ****, called Cigna and submitted another adjustment request. ***** called billing partner, could not get a live rep, left vm regarding issue. ****, called Cigna, ***** rep called billing and spoke to rep confirming patient is not responsible for any charges. I also called billing, rep confirmed I would be receiving a refund within 2 weeks 4-7, AFC stated they sent a reprocessing request to Cigna 5-1, I called billing. **** informed me they would not refund me until they had resolved billing issue with *****. ***** contacted billing stating patient not responsible for charges, and cannot be balance billed.Please contact for additional details and documentation.

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