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1.0 101 Reviews

American Family Care Complaints Summary

1 Resolved
100 Unresolved
Our verdict: If considering services from American Family Care with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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American Family Care reviews & complaints 101

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6:29 pm EDT

American Family Care billing dept not responsive, rude, disregarding my issue

I brought my two children to an american family immediate care during the summer. I paid cash for each visit. My insurance company reimbursed me for the expense of 2 separate visits. One of my reimbursements was accidentally electronically funded to your billing dept. I have called multiple times. Each time, I am given a run around, treated rudely and lied to, with promises to take care of the issue. I have also emailed, with no response. I have all of the names and times of people that I have talked to. They make your company look bad. I have been nice and patient. I would like my money back. I paid cash for my visit and I do not owe anything. The amount was for 225.00 deposited by gerber life, they sent it on 2/13. It cleared your account on 2/20
The patient is Stone smith. Date of Visit was Aug. 6th 2019
Please expedite my refund. I have been dealing with your office for 7 weeks now. I am attaching a copy of the paid visits for both of my kids.

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3:03 pm EST

American Family Care Rude Doctor

Today I went to American Family Care in Trussville Al to obtain my CDL medical certificate.
The doctor who's name is DR Tina Marie Smith was incredibly rude to me during the exam. She accused me of having an attitude... saying quote..."Letrs stop it with the attitude!)
I was not having an bad attitude, she was having a bad day and taking it out on me.
I explained to her the situation with my contact lenses... one is for close up and one is for distance. This is when she said..."lets stop it with the attitude".

Then she basically stopped the exam and said I failed with 20/25 vision. She never did any other tests except blood pressure...

She also said I cant get a refund for the fail;ed physical and, If I wanted to pass, I'd have to get a note from my eye doctor saying its ok to drive.

After all this this morning, I went to another establishment with a GREAT doctor and passed the exam with flying colors. However, I have paid for 2 exams today because of Dr Tina Marie Smith.

I would like a refund of this doctors visit today from American Family Health Care for $100.00

I would also like to hear about some of kind of disipline taken against Dr Tina Marie Smith.

No doctor has ever treated me this poorly!

Thank you,
Jay Burnham

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1:19 pm EST

American Family Care employee at front desk who was very unprofessional and rude!

There is a young black lady who is at the front desk who had long braids in her hair today who is extremely rude and unprofessional. She should find another place of employment because she absolutely does not know how to control her anger and is very rude. She got agressive with me when I asked her a question and kept repeating herself and acting like she could not hear me and raising her voice. She also got up to go ask the doctor for the response to my question and when she got up she stomped off like a 2 year old. She wad talking under her breath and complaining when she returned. This is really sad and unexceptable for an adult working in a professional manner for act like this. She needs to learn how to control herself in a professional setting with the public. I will not ever return to this location and they will never get my time or money again. Learn how to treat your patients and it starts with the people at the front desk who are the frontline of your business. I have never had a bad experience with this location before and have been going there for years also everyone else there on today were very professional. Learn how to leave your personal problems at home before you come to work!

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3:08 pm EST

American Family Care elena robertson crnp

My daughter was seen in Athens on 2/3/2020 presented with all symptoms of the flu, but because she didn't have a fever was told that she had a cold and was suggested to take cold medicine and could return to school on 2/4/2020. I as her mother wasnt with my daughter, but she never misses school and for her to ask to be checked out was all I needed to know it was much more than flu. Today I took her to our family doctor after trying to go back to clinic and being told they had no flu tests at the Athens AFC . Mu daughter tested positive for flu b in less than 5 minutes. I was charged for an office visit with NO treatment. I knew she didn't need antibiotics but wanted tamiflu. A mom knows and she was treated like we wasted your time. Now it is beyond the 48 hrs for tamiflu all because your staff either didnt listen didnt have test or whatever the reason. It is flu season & this is a complaint on your website and I will also find a way to do formal complaint beyond your site.

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11:34 am EST

American Family Care retaining card information

I want to know why, when I have two insurance policies; a primary and a supplemental, that my credit card information has to be retain at each visit for 5-7 days. To me this is overkill and could potentially be a way to have my information compromised. Both insurance card take care of any fees or copays. Why is this a policy that I should have to comply with in order to obtain services?

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9:56 am EST

American Family Care employee

I took my son this morning to this urgent care to be seen. I go up to the front desk there's a patient ahead of me talking to the guy at the front desk as the patient walked away I heard the employee at the front desk, his name is Russell, get up and walks off and say " well I guess I was lying then" as the patient walked off. Wo I then approach the counter and As he sits there looking down at something he doesn't even lift his head up barely looks at me and says "what can I do you "in a very rude tone . And I said my son needs to be seen and he say fill out his information as he points at the tablet. No smile. No Good morning. NO nothing. Now I work at a doctors office so I know exactly how a front desk person is suppose to behave they are at the for front of your company. And I can tell you that I'm sure he made a lot of patient mad that morning as they already don't feel well. I will never take my son back there because of this. He should not be working at a front desk with a poor attitude.

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5:33 pm EST

American Family Care billing

Hello, I have had two occasions where I keep getting a statement for my co-pay that I obviously paid at time of service because you all don't even let anybody be seen without collecting their co-pay. The first time was my son I had to find the receipt send it in to the billing department at the home office I'm assuming and I had to do that more than once and talk to representatives more than once because it wasn't getting fixed and I kept getting bills. Finally it gets taken care of and in April of last year I was saying Hello, I have had two occasions where I keep getting a statement for my co-pay that I obviously paid at time of service because you all don't even let anybody be seen without collecting their co-pay. The first time was my son I had to find the receipt send it in to the billing department at the home office I'm assuming and I had to do that more than once and talk to representatives more than once because it wasn't getting fixed and I kept getting bills. Finally it gets taken care of and in April of last year I was seen And Of course paid my co-pay at time of service and of course received a bill for it after I spoke to representatives on multiple multiple occasions and send a copy of my bank statement and showing the date with $35 was taken and given to American family care. I still have those emails where I sent this information and I was finally told one last time I believe in the summer maybe that it was taken care of but again I had been told this multiple times. Today I open my mailbox and I have something from a collection agency for the same $35 that has already beenPaid and then I have already sent multiple times to customer service. I haven't been back to American family care since because of the situation. I don't know if the fault is falling on the office side or the main billing department in Birmingham Alabama or wherever it may be but I should not have to do this multiple times and then have you send it to collections this is outrageous. I I am attaching the copy from my bank statement once again on March 31, 2019 showing the $35 pulled from my account and it posting on April 1, 2019. I've emailed customer service asking someone to call me because I don't know who needs to clear this up but I am not paying this again when I have already paid it and if this hits my credit because American family care can't get their billing department together I'll spend money to get an attorney before I pay that little $35 again. I would really appreciate somebody contacting me because I have a feeling that may dealing with the billing department is not going to get this situation resolved because I've been dealing with them since I had that visit in March of last year and clearly it's not resolved.

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Shirl Kirk
, US
Aug 26, 2020 2:13 pm EDT

I paid my invoice on line and it is showing that the amount was paid twice on my credit card. My patient visit ID is [protected]. Date of service was 2/23/2020. Amount paid was $50.76. My name is Shirley Kirk 1675 Carolina Drive Newark, Ohio 43055. Please credit my credit card back one of the double payments.

Thank You,
Shirley Kirk

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10:03 am EST

American Family Care visit doctor's note

After being seen in the office and discharged at 8 p.m. I would like to put in a complaint against specific policy or procedure that set in place. I am the patient urgent Care is not used buy me unless it's an emergency as expected there for the office is used to seeing people in my situation and they should cover their bases before a patient leaves I was not offered a doctor's note and I was very sick when I got there specially during a unexpected few inches of snow that I had to drive there and it took me 40 minutes so after being there the last thing I thought about was a doctor's note when I had the two days following off at work. I am still not well and I am calling my doctor to be seen but urgent Care charge me for a visit and they were the ones who originally saw me and they should be providing me with a doctor's note. If I am out of the office sick why would I want to drive all the way there for a doctor's note that makes no sense that is an inconvenience and definitely has changed my view on this chain I will no longer return and I will not let them with them I will also be leaving reviewonline because there's people that need to know this type of information up front a person can live an hour away why would they come back to get a doctor's note that should have been provided up front

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8:53 am EST
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American Family Care staff

Went to AFC and they said I had pneumonia. They gave me meds and I took them all and still I felt bad. So I went back and they told me that they tried to call me and my daughter and let me know I needed to go to the hospital because they had Mis diagnosed me. No one from afc called me or my daughters phone. They lied to cover themselves. Please don't go to AFC they lie and have no clue what they are doing.

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6:19 pm EST

American Family Care all of it

I went to AFC on 12-30-19. I signed in at 1:25 and left at 4:45. I have never been so disrespected in my life. The nurse asked what was wrong and I told her I've been extremely tired, I'm almost positive I have a UTI (I always have one), and that my body felt swollen. The nurse asked how long I'd had the uti and I told her it didn't go away from the last time I was there, which has been a few months. I'm a single mom, a full time student and work two jobs. But she didn't ask that. Instead she told me if I had a uti that long it would be a kidney problem at this point. CRNP Carol James came in the room around 2 hours later and made me feel like an idiot. First she asked what was wrong and I started talking about the uti. She stopped me and said all the nurse said was that I felt tired and swollen. I told her that's not what I said. She was asking questions about how long I'd felt tired. I told her lethargic was a long time, but I didn't know exactly. She said month or years and I wasn't sure. While she was examining she pressed on my stomach and there is a place there that hurts and I jumped. She looked at it and said she'd need to drain it and ordered a urine. An hour later the nurse came back, hands me a paper, says that's what was done today and have a good day. I told her I paid to come to the doctor and would like to know what's wrong. I don't know how to read those things. She replied I didn't do any of it. I said that I wasn't being mean at which point she snapped the paper from me and said "I didn't do it so I don't know" obviously irritated with me. So I finally just took the paper and left. I'm still not sure what's wrong, I know they wrote medicine but I don't know what they wrote or what for, and the place on my stomach is still there and still hurts. I basically wasted a day for the same information I could get from the Teledoc, but I prefer seeing the doctor so they or the nurse can explain things. I shouldn't leave my doctors office in tears. I'm a human being and should be treated with respect. After all I'm paying for the service and without patients there is no clinic.

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Anita Smith Thomas
, US
Feb 16, 2020 2:49 pm EST

On Sunday, February 2, 2020, I was driven to the AFC in Wetumpka, Alabama by my husband due to extreme lower back pain. The pain was so bad that I was unable to get myself dressed without the help of my husband. After paying for the copays, I was called back and put in patient room. I was first questioned by a male employee concerning why I was there that day. I told him I had been diagnosed with degenerative disc disorder by my doctor in Montgomery, Alabama (Dr. Roger Kemp). Shortly afterwards, another male employee (Nurse Practitioner Alexander Worley) entered the room and began asking me what I had done to make my back in pain. I told him I didn't know what had caused it but that it had started hurting on the previous Thursday afternoon (January 30th). I also explained that my doctor's office was closed on Friday so I hadn't been able to contact him concerning my pain. Mr. Worley kept asking me what had caused my back pain and I noticed that he was acting like he didn't believe me. I told him I had been a patient there in December 2019 with pain in my left wrist as well as a rash on my chest area and had been prescribed a muscle relaxer for the pain at that time. Mr. Worley started naming some of my medications that I take for various issues and said that they were all controlled substances and that he couldn't prescribe them to me. I told him that I didn't expect him to do so and that I was only asking for a muscle relaxer until I could see my doctor the next day. He then told me that he wasn't going to do anything about my pain and shouted "Get Out!" multiple times at me in front of AFC employees in the office. I asked him what his name was and he told me "Worley." I left crying and humiliated, his behavior was so hurtful and unprofessional. When I asked the lady at the front desk for my copay money back, she said she couldn't refund it because I had "met" with the provider. When my husband saw how upset I was, he told the lady at the front desk that we were going to file a complaint, to which she responded "go ahead." At that point, my husband drove me to Russell Medical Center emergency room in Alexander City, Alabama. I was seen by Dr Eiland who ordered xray scans of my back. He also said I had scoliosis after touching my spine. Dr. Eiland and his staff were so kind and caring to me and gave me a shot for the pain and prescriptions for a muscle relaxer, prednisone and Tylenol #3. It was the first time in four days that I wasn't in pain. My husband told Dr. Eiland about the way I was treated at AFC in Wetumpka,
Alabama by Nurse Practitioner Alexander Worley. Dr. Eiland responded that was "defamation of character " and told us how sorry he was that happened to me.

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7:58 pm EST

American Family Care management

Ladies up front talking about non work-related business well within ear shot, manager ignores behavior and turns her attention to the phone and computer for extended periods of time talking about open houses and other things clearly unrelated to the job at hand. It is very irritating as a paying customer to be patiently waiting in the lobby for the doctor/staff members' attention and having to listen to a bunch of other staff members have inappropriate conversations rather than focusing and doing their jobs. Clearly the staff has been allowed to do this for long enough that they have no problem with it, and corporate has no idea that their management is using her time on the clock to do anything but her job.

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4:04 pm EST
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American Family Care charged for copay

I came in to get a referral to another medical doctor because the Gadsden office never has a medical doctor there even though they are my primary care doctor I was charged for copay then later told I would be refunded to come in and let them swipe my debit card for refund so I came in the next day and a different person was there and I was refused refund and they would not tell me the name of the lady that told me I would get the refund. I will never go back there again they are rude and do not take care of their patients.

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6:25 pm EDT

American Family Care Customer service

I have been to this clinic on 2 desperate occasions. Both times I encountered the worst customer service from rude employees at the front desk. They have been so rude that I wonder how horrible it must be to work there. If it's that bad, why would anyone work in a dump like American Family Care. I have much better things to do than put up with rude, obnoxious people. I am requesting that the companies that hire me to send me elsewhere.

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11:24 am EDT
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American Family Care misdiagnosed twice

I brought my daughter in the office on Friday September 13 with an earache and super clogged in the nose. The doctor said it was swimmers ear and to just give her decongestants from over the counter. I then told him she's been on decongestant for over 10 days he said to continue them.
I went with my instinct and to took her to her primary doctor and the doctor said she has an ear infection and a severe sinus infection she's on antibiotics and she did not have swimmers ear.
This was actually the second time she was misdiagnosed the first time they gave her bromfed she went with chest pain and congestion I continued it 3 days later she got worse and ended up with bronchitis her pediatrician said she should've been on prednisone and nebulizer.

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8:26 pm EDT

American Family Care service/staff

Today I sent an email to AFC regarding a Doctors note that I needed in order to drive to visit with my children whom reside in another State. Not knowing the severity/urgency of the situation I provided an "example memo" that showed exactly what was needed. The example included the FACTS that...
I. Dr. Kapur previously wrote me a note stating that I was not to travel until after I was seen by the Ortho Specialist.
II. I was seen by a Specialist (Dr. Tarity) at Keesler AFB and it was determined that I would benefit from some physical therapy
III. I was given multiple unknown and misguided instruction/direction/information by Alicia and Ms Jacquelyn Taylor
IV. I was initially informed that a not couldn't be provided, followed by I need to be seen/evaluated by Dr. Kapur, followed by I need to get the physical therapist to clear me (which they hold no physical license) virtually making no sense at all to suggest, followed by instructions to have the Specialist clear me (which again made no sense as he never placed the restriction on me), followed by having the doctor provide documents that I can be cleared.
V. As you can imagine I was there for quite some time only resulting in the Specialists office closing.
VI. It is unacceptable and unnecessary that the level of lack of common sense could not be obtained in this situation. My request was not so outlandish that al of these challenges presented were necessary. I feel that it was a deliberate discourtesy to "the customer".
I do not know what experience these young ladies put in place of running the administrative portion of your clinic, but this was a poor display of customer service.
VI. The (OFFICE MANAGER) even had the audacity to make the statement that the Specialist dictated that further physical therapy was needed prior to being "cleared for travel", she highlighted a section on her office notes as if i was unable to read and comprehend what it said. When I pointed out to her that it specified NOTHING OF THE SORT, she continued to stay on script further telling me that the Specialist i was referred to had to inform the PCP that placed the restriction that she may now remove it. ABSURD AND APPALLING.
Lastly, I have no problem calling the Specialist and relaying the information to him that he needs to give permission to Dr. Kapur to remove the restriction of which she placed upon me.
Further information needed please feel free to contact me personally as I do not wish this level of incompetence on anyone.

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12:13 pm EDT

American Family Care fraud, lied to cheat, scam

On 8/21/19 Went in for a sore throat. Was advised my co-pay was 40.00 which I was aware of. Then Brittney advised me that per BCBS of Alabama that I had to put down another co-pay of 100.00 to go towards my 3200.00 yr deducible. That this 100.00 would be sent to BCBS to go on my file. When I left, I called BCBS & they had no idea what I was talking about. That is not in their policy. The lady at BCSBS called American Family the next day & was advised that this is THEIR policy, & that they take this money to cover what insurance doesn't pay. Really? Isn't that double dipping? So I have spent the last 2 days trying to contact someone with American Care & have yet to get answer. I want my 100.00 back! If my charges are over the 40.00 co-pay they can bill me for the difference & I will pay it. I have left messages for Keisha, David Moltry & no one will contact me. I spoke again this morning with BCBS they have NEVER gotten a check from American Care to go towards someones claim. She said if they ever did get a check they wouldn't know what to do with it... I have filed a formal complaint with the AG of Alabama, with the BBB & after this one I will contact the fraud department for insurance. This place needs to be shut down, they are scamming people daily out of good earned money. You either take the insurance & what it covers or you shut the doors!

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9:24 am EDT
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American Family Care doctor misdiagnosing me

I was there on 7.29.19 I was seen by Dr. Borkowski who said I had "Hives" when he referred me to an Allergist, who I saw a few hours later. The Allergist said it was eczema. I have no idea how the Dr got certified to work there. How can he misdiagnose that. I even asked Dr Borkowski "are you sure because hives usually last no more, then 24hrs" I had these little rashes for 5-6 days. I am going to Department Of Health because this Dr is misdiagnosing people.

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10:39 am EDT
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American Family Care medical visit

I visited American Family Care in Tillman's corner, Al on 10/22/2018 for trouble sleeping, I presented my insurance card and the receptionist asked what my reason for visiting today, she took my insurance card, I paid my co pay and waited to be called back. Never once was I told that a Doctor was not in or if it was ok to see a nurse practitioner. If I had known that I was going to see a nurse practitioner I would not have continued with my visit. I don't remember her name but she was in the room for a total of 2 minutes, made me feel like I was drug seeker, and told me to see another Dr., that she could not help me because she can not write prescriptions for that, but wrote a prescription for Benadryl ( something I could buy over the counter )went her merry way. So now after about 90 days the office is calling saying I owe them 96.50 for her (crappy) service. Fast forward to the first of July, spoke to a lady in billing, she informed me that my insurance was not file and my account had been turned in to collections.She explained that she was going to put a 30 day hold on the collection to file the insurance. Ok Now I call about 3 days later and asked why was it still showing in collections, this time they informed me I still owed the payment. So I paid it against what I believe was bad service and uninformed information about me seeing a nurse practitioner, I was charged twice, I have email my credit card statement to them also a email I received from my credit card company, I haven't received any response and this is just down right sorry patient care and service, patient should be aware if they are seeing a Dr. or a nurse practitioner. I feel that the way I was treated and not having my issues resolved, I should not have to pay for this service. I will file a complaint with BCBS about the service I received at this office and will not recommend this office to anyone.

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5:04 am EDT

American Family Care working environment

AFC makes you work 12 or more hours a day without a meal break. They call it a meal moment...yea right ! There equipment does not work right, they want you to use it anyways. The eye chart did not work so did not do eye exam and put down vision on a patient's chart anyways and corporate did call me to explain anything instead they had me work a half a day then just fired me without telling me anything.

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6:31 pm EST

American Family Care horrible/inappropriate behavior

Hello,
I am writing this complaint to advise or inform you of my recent experience which occurred on friday, february 8, 2019. The incident took place at the afc urgent care throggs neck facility (843 hutchinson river parkway) at approximately 3:36 pm. I must mention that I am an asthmatic and was never asked what was the reason for my visit. On the aforementioned date, I checked into the afc urgent care throggs neck center, seeking medical assistance from a physician. At the time, I was experiencing chest pain, a low grade fever, headache, and neck pain. It was my first time there and I figured the patient protocol was the same as in any other urgent care facility. I was asked for my insurance credentials and nys identification which was provided. As I was standing in front of the front desk, a female employee stated: "your visit today is seventy-five dollars". I asked if she could repeat what was said. Almost immediately, a male employee who was in a small room just beyond the front desk, began shouting from inside the room. He was shouting "she said your visit today is seventy-five dollars". I replied "according to my insurance card, it shows I am to pay just twenty-five dollars". The male person insisted on speaking loudly. He stood up and yelled from the door of the room, and again stated "your visit is seventy-five dollars". That statement was repeated at least three more times (totalingfour times). After the fourth time of repeating himself, I asked "what was the protocol if I did not have the seventy-five dollars?" I then asked "was he turning me away from seeking medical assistance and would I not be able to see a doctor?" at first he did not answer my questions so I asked again "what is the protocol if you do not have the seventy-five dollars". I also stated that "I was not prepared to pay that amount and that I did not bring anything other than the copayment of twenty-five dollars". The male employee then spoke loudly again and said "you have to pay the seventy-five dollars, we do not take copayments here". Astounded at that response, I stood there for a few seconds. The male employee finally responded in a softer tone-"we used to bill the patients, but we no longer do because the bills never get paid".
Ther was very little empathy or care expressed by either employee.in fact, I was forced to seek medical assistance at a different urgent care facility (2300 westchester avenue, bronx). Nevertheless, my insurance was accepted and I paid my copayment of twenty-five dollars. I did however, manage to obtain a diagnosis from the facility physician at 2300 westchester avenue and received exceptional treatment from their staff.
The type of services implemented at 843 hutchinson river parkway on february 8th, does not display a positive community outlook.in my opinion, it would be a nice gesture for your employees to receive additional office training to improve office ettiquette.
Your prompt attention to this matter is greatly appreciated and thank you for your time in advance.

Best regards,
Mrs. Erica greene

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