Complaints

• Initial Complaint

  01/07/2025

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Took my son to the doctors office, American Family Care, in *********. Asked several times after giving my insurance card if this visit was going to be covered and was assured that it was. After a a couple months I receive an invoice saying that I owe 993.66$. I called and asked why, they said denied by insurance. I called insurance and they said it was OK have them resubmit. I continue to get this invoice. Here's the kicker, my daughter went to the same place a month or so prior and got the same thing, an invoice about her visit. They have the exact same insurance mind you and American Family Care covered her after she called up there.

• Initial Complaint

  01/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I currently have no health insurance and had to pay out of pocket to go see the ** at afc urgent care cause I'm very sick and gave very bad asthma. I thought it woukd be cheaper than going to the er and I assumed the **** there are professional and knowledgeable to help sick people.I pay when I get there ******, go into the room the nurse checks my temp, blood pressure and o2. Everything is good. ** comes in looks in my ears and says I have a sinus infection (I'm wearing a mask, having trouble breathing and the ** *** even looks in my nose or listened to my lungs. He prescribed me antibiotics and med for my nebulizer. I was in there 4 min.I go to checkout and I said oh can he also give me predisone do I can use it along with the nbulizr. He said ok. I got to the pharmacy he only sent prisone and antibiotic. So I called and said I need the med for my nebulizer. He said he can't give it to me. Fast foward I ended up having to go to the hospital cause my lungs were just so bad and very diminished. I want my money back for poor ********

• Initial Complaint

  01/02/2025

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  December 31, 2024. I visited American Family Care in ******, ** after being diagnosed with Flu A 5 days prior and taken *******. My conditioned began to deteriorate rapidly during night of 30th. I went in and explained to triage I was diagnosed already with flu. After vitals and an extremely high ** which was never addressed, they came in to swab me. Nurse practitioner came in and said you have the flu. I said I know i was already tested. She said "well why are you here?' I am having ******************* and I don't feel right. I have no energy to walk. She responded "like I said its just the flu has to run its course. I asked to see a doctor and the door was slammed and she stuck her head back in and said "we stick together and diagnose same". After several minutes of waiting i open the door to find her sitting at her desk and has not asked anybody else to come in because there was not a doctor there at all. I left and went across street to Emence Urgent Care. I walked in and they took me straight back listened to me and said I was wheezing. The did a chest xray and diagnosed with pneumonia. Given a shot and several prescriptions of antibiotics and steroids. I had to pay 2 ****** that day but that is not even why I am complaining. How many other people has this NP Whillow sent home to only get worse. She failed me as a patient and with no apology. It took 6 calls to get to speak to management. I hope I never have to go back but she needs to be investigated.

• Initial Complaint

  12/23/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Before the consultation, I provided all the required details, including my insurance information and I was told everything was taken care of and that there was no co-paid. I assumed it was because I had goodinsurance. Then a few months later I had another consultationat the same place and again I was told thesame thing. And then, about 6 months after thefirst visit, I received a bill of $183 and then a few months after a bill of $98. Had I received the first bill sooner I would have probably gone to my regular doctor the second time. Anyway, when I called and inquired about the $90 difference between the 2 bills, I was told that it was a first time patient fee, which didn't make sense because, for the second visit, I had to register again and provide the same information again, before being seen by a different doctor. When I pointed it out, I was told they would get back to me. They never did and they referred me to a collection agency. So I sent a check for the bill because there was no other option. I would like the refund of this first visit fee.

• Initial Complaint

  12/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I am submitting this complaint regarding an egregious and unjustifiable billing discrepancy pertaining to medical services rendered by AFC in 2022. Despite paying the requisite copayment and having insurance coverage for the remaining balance, I received a bill in December 2024 demanding an additional $189, purportedly incurred in July 2024. The additional fee appears to be unjustified and lacks transparency, merely listed as a "Colorado payment deduction" without any detailed explanation or breakdown. This vague description raises concerns about the legitimacy of the charge. This belated billing, occurring over two years subsequent to the initial service and following my relocation out of state, constitutes an unreasonable and unjustifiable delay. Furthermore, the threat of collections despite my timely payment of the initial copayment and insurance coverage is equally perplexing.

• Initial Complaint

  12/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Dear Better Business Bureau,I am filing a formal complaint against AFC Urgent Care - ********* regarding my November 11, 2024 visit. My experience involved poor communication, unprofessional behavior, and unfair billing practices. I am requesting that the remaining balance of $406.55 on my bill be waived, as the charges are unreasonable, were not consented to, and the service provided was inadequate.Summary of Incident I visited for a sore throat, a minor issue Ive had treated elsewhere at far lower costs. During this visit:1.Lack of Consent: I was not informed of test or service costs. Believing the $40 copay covered my visit, I would have declined if I knew the total exceeded $1,400.2.Unnecessary Testing: I explicitly stated I did not want tests, yet the clinic performed them without consent. These tests did not resolve my issue.3.Rude Behavior: Staff, including the doctor, were dismissive and unhelpful, even suggesting I go to the emergency room.4.Poor Follow-Up: Promised callbacks from management were missed or made at inconvenient times.Billing ******************* billed $1,436 for unauthorized tests. After insurance adjustments, I am left with a $406.55 balance. Despite escalating my concerns, the billing department refuses to waive the charges.Request for Resolution 1.Waive the $406.55 balance for unauthorized services.2.Improve protocols for transparency and informed consent.Conclusion I feel misled and taken advantage of by AFC Urgent Care. The lack of transparency and dismissive behavior has caused me financial and emotional distress. I urge the Better Business Bureau to assist in resolving this matter and ensuring others dont face similar treatment.Thank you for your attention. Please contact me if additional information is needed.Sincerely,**** ******** Phone: **************

• Initial Complaint

  12/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I am filing a complaint a because I was seen at one of your medical facilities on 11/17/2024 at 8:01 am. While their I told the lady (Roolulu) that I wanted to been see for a physical and to talk about acid reflex. I filled out all the paperwork as instructed. They lady told me (*******) that an office visit would be $175.00. I told her that I did not want to be seen as an office visit, I just wanted a physical to check my vitals and heart. The lady( Roolulu) left the desk and went to the back while I was finishing up my paperwork. Then the lady ( Roolulu) came back and told me that she would charge me $85.00 for the physical and it would be ok to talk about the acid reflex. I then handed the lady ( Roolulu) my debt card and paid the $85.00 and I not only have a copy but I also signed a copy as well. Once called to the back I was triage and was told to stand behind a orange line to check my eyesight per ******** *****. I then saw the provide *. ********** she looked inside my mouth and felt my stomach and we talked about acid reflex. She wanted me to do labs but I told her I did not have the funds at this time. Then she gave me a listed of labs based on my age that I needed. I then got my discharge summery. Not only is the eye exam not on their but it said that I was there for acid reflex, which I stated that I did not want to be seen for that. Once I left American Family Care after looking at my discharge statement. I called around 10am the same day. Spoke to the front desk and said hey on my discharge summery it said I was seen for acid reflex and nothing about the physical. I just wanted to make sure that I am not charged for an office visit due to talking about acid reflex. The front desk told me you won't be charged extra because yourself pay and because you had on the file. I said ok. Then on Thursday November 21, 2024 I got a text saying that I owed $90.00 for an office visit at American Family Care ******.

• Initial Complaint

  11/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I visited afc lookut valley on oct 13 2024 for sickness. Paid my 25.00$ copay upon signing in. I opted out of leaving my card on file do they could not charge me at a lster date without sending a bill. On nov 13 2024 afc charged my card without my permission another 150.00$. After speaking with ***** ******** about why and that they didn't have my permission to charge my account, he responded by saying that they have an electronic signature giving them permission. I disputed his claim and asked for a refund in wich he refused. They perform shady buisness and charged my account without my knowing. I will stand on the fact that i didn't sign my name to any document giving them permission to charge my account. They do not have anything with my handwriting on it. On their end they can add a name to any document they deem necessary to collect payment if electronics is all they need. I never signed or gave verbal permisssion to charfe my card twice. Copay of 25.00$ is all i paid and that is how they collected my card number. Shame on me for not paying cash. But I've learned

• Initial Complaint

  11/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Took money out of my account two ******** times without authorization or warning that they were taking it

• Initial Complaint

  11/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Medical bill from 03/16/2023. I went to American Family Care for a sinus infection and paid my copay when I left. The next 12 months they kept sending me a bill for $136.50, I sent them documentation of my EOB that states I don't owe them any money. AFC sent this to a collection agency, I sent them the same documentation and the collection agency sent it back to AFC. They then stated that I owe them $50.00 I sent them emails and spoke to them on the phone stating that this isn't correct and sent them my EOB and let them know I spoke to the insurance company and they confirmed I do not owe American Family Care any money..They are continuing to call and send me a bill for the $50.00.

*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. ↩