ComplaintsforAFC Urgent Care Agoura Hills

• Initial Complaint

  12/07/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 09/24/2023, we visited urgent care due to an ankle injury. We were told that we would need a boots to ******* the ankle. We were told specifically that we would need to pay cash because the insurance process would take time and the foot needed to be stabilize. So we did pay cash. The amount is 119. A month later, we received a letter from our insurance saying that the insurance had also paid for the medical boots. So this urgent care had asked me to pay full price and then asked my insurance to pay for the boot.I called the urgent care and was told that they would refund me because they shouldn't have charged the insurance. However, after 2-3 weeks, my refund was still not here. I physically went to the urgent care to check and they said that I needed to provide proof that my insurance had paid. This urgent care obviously was trying to make money and not care about the patient. More so, they had committed also insurance fraud by double charging me as well as the insurance. I reported this so that the agency and alerted other customers due to the greedy behaviors.

• Initial Complaint

  11/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5-14-21, we, ***** and ****** ****, paid $175 each through our HSA for a Covid test for our Hawaii trip from AFC Urgent Care Agoura Hills ("AFC"). Hawaii partnered with AFC and AFC was able to set their own price so they did not have to submit to insurance companies for payment. AFC specifically said to us they would not submit to our insurance company. We paid $350 total through our HSA card. I cannot remember if they asked for our medical insurance cards but somehow they submitted the two covid tests to our insurance company for payment. They were paid again through our insurance. They cashed those checks. After I found out they were paid twice, on 7-8-21, I spoke with ****** of AFC **************. She said their outside billing service Healthquest will handle it. On 7-8-21, Healthquest called me and said they'll be issuing me a check for $350 since AFC was paid through our insurance. Since I never received a check, on 7-29-21, I called Healthquest and spoke with Oliver (************). He said that because AFC already cashed the insurance check, the owner of that specific AFC would need to reimburse me and that he had emailed them to let them know already but will email them again after we finished the call. On 8-17, 8-25, and to/from emails to my insurance company, my insurance company called and got the same information and runaround. I have called ****** of AFC many times but ******, *****, or ******** would always say she's in a meeting. On 9-14-21, I spoke with ****** and she said that the owner needs to okay the payment. On 10-5-21, ****** said she needs to speak with Oliver of Healthquest. On 10-25-21, ******** at AFC told me the owner's name is *********** All the calls were always from me. I never received one call from anyone at AFC. To this day I have not received the $350 owed to me. I think the owner is waiting for me to forget about it. Please help me get back the $350 AFC Urgent Care Agoura Hills, CA owes me. Thank you so much.

  Business response

  04/21/2022

  Business Response /* (1000, 9, 2022/03/28) */ To Whom it May Concern: We have been attempting to contact the BBB office 3/22/22 and 3/24/22 and have left voicemails regarding additional documentation to further proceed with this case. As a medical facility we are unable to disclose any additional information without receiving authorization for medical release which has been attached to the fax sent 3/28/22 as well as this response. As soon as we receive the completed documents, we can provide the required documents to process. Sincerely, AFC Urgent Care Agoura Hills. Business Response /* (-10, 10, 2022/03/28) */ Business supplied email: ********************************* Use this address for any contact with the Better Business Bureau

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