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Business Profile

Clinic

Family Access Care

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Family Access Care's headquarters and its corporate-owned locations. To view all corporate locations, see

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Family Access Care has 3 locations, listed below.

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    Customer Complaints Summary

    • 2 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:10/15/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Access Family Care quotes me one price and had me pay in full at time of service and then sent a bill wanting more money for the service that was already paid in full. After calling and talking to them it appears that they raised the prices of the services after they were provided and then billed me. It was clearly stated that I was paid in full at the time of service- the service would not have been provided if it wasnt paid in full.

      Business Response

      Date: 10/17/2024

      We greatly appreciate the information, as we take pride in delivering high quality care with excellent customer service.  I am unable to disclose specific information about a patient or their specific care (due to federal privacy regulations).  I can assure you that we work very hard to ensure that all patients understand their bill, and that we thoroughly investigate every compliant or concern.  As required by the No Surprises Act, ACCESS Family Care sends Good Faith Estimates to patients with upcoming appointments. The good faith estimate (or GFE) is a notification that outlines an uninsured (or self-pay) individuals expected charges for a scheduled or requested item or service. Providers and facilities must give this estimate to an uninsured (or self-pay) individual (or their authorized representative) who requests it or who schedules an item or service.  I can also assure you that ACCESS Family Care has never raised the price of a service after it was provided.      There are instances in healthcare (both medical and dental) where services rendered are a little more or less than the cost estimate. ACCESS prides itself in communicating that information very well with patients and even offering payment plans when those are needed by the patient.  

    • Initial Complaint

      Date:11/10/2022

      Type:Billing 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 have been trying to get my teeth taken care of for almost 2yrs. They have taken and charged me for 2 sets of X-rays, I had an appointment tomorrow, but the dentist that I had been seeing is no longer there. So now they're saying that I will have to wait until he is accepted by the ****************** that I have. I have went twice before and nothing was done. They said my blood pressure was high. I don't know about anyone else but when your mouth hurts your blood pressure is up!!!

      Business Response

      Date: 11/29/2022

      *************** to the complaint that was submitted on 11/09/22, ID ********

       

      We greatly appreciate the information, as we take pride in delivering high quality care to all patients served by ACCESS Family Care.  I am unable to comment regarding any specific person, as patient information is protected by Federal privacy laws.  I can assure you that all patients are treated in a manner that is safe and of the highest quality.  Occasionally dental patients are rescheduled if their blood pressure is in a dangerous range, in order to ensure patient safety.  There are also occasions that a doctor leaves the practice or moves away, and sometimes results in a patient being disappointed due to the staffing change.  

       

      If you have any questions, you can contact me directly at *****************.

       

      Thank you,

      ***********************, Chief Quality Officer

      Customer Answer

      Date: 11/30/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      *********************

      Business Response

      Date: 12/01/2022

      I am writing in response to letter regarding a complaint that was submitted on 11/09/22 (letter is attached).

      We greatly appreciate the information, as we take pride in delivering high quality care to all patients served by ACCESS Family Care.  I am unable to comment regarding any specific person, as patient information is protected by Federal privacy laws.  I can assure you that all patients are treated in a manner that is safe and of the highest quality.  Occasionally dental patients are rescheduled if their blood pressure is in a dangerous range, in order to keep the patient safe.  There are also occasions that a doctor leaves the practice or moves away, and sometimes results in a patient being disappointed due to the staffing change.

      If you have any questions, you can contact me directly at ******************.

    Family Access Care is NOT a BBB Accredited Business.

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