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Business Profile

Urgent Care Clinic

Mainstreet Family Care

This business is NOT BBB Accredited.

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Complaints

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

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Mainstreet Family Care has 4 locations, listed below.

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    Customer Complaints Summary

    • 11 total complaints in the last 3 years.
    • 8 complaints 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:07/02/2025

      Type:Service or Repair 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.
      I received treatment from *** clinic in ***** NC on 7-30-24. I paid before being seen by the provider at the clinic. In December of 2024 *** billed me for the June visit again. I reached out after several attempts was able to contact them. They informed me that they made a mistake and did not bill my insurance that I had at the time and I have an email from them saying it was a mistake on their part and that I have a zero balance. Since then, they have continued to charge my card 4 times for 100-130$ plus two additional charges for 4$. I tried to contact *** and have sent messages in the patient portal, but they either ignore them and the previous message about them being at fault. I have had to change my debit card twice and have reported the charges as fraudulent with my bank. My bank has returned the money, but informed me that *** will most likely continue to incorrectly bill me as they got my routing number somehow. I have tried calling and emailing MSF and they will not return calls or messages. Its been a year since that visit and I have not/will not go back there.

    • Initial Complaint

      Date:06/20/2025

      Type:Service or Repair 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.
      The date was 6/17/25 at 0800. I made an appointment for 0800, I was not seen until 1000 and spend 1.5 hours waiting in the exam room to see the "provider." The provider, I assume, was a woman who never introduced herself so I have no idea of her qualifications or medical degree and she was not wearing a name tag of any sort. Upon entering the exam room she was rude and asked me what it was I thought she could do for me and that I was in the wrong place. She stated I had and ENT problem and asked me what instrument I thought she could use to look in my throat and then gestured to an instrument in her hand and said, "what, am I supposed to use this?" She had no intention of trying to diagnose my issue, asked me no questions about my condition and did not assess my pain. The whole encounter lasted about 30 seconds before I got up and left the situation as I felt belittled and realized she was not going to provide any medical services. I was charged $50.00 by a kiosk prior to being seen by any live person and I am completely dissatisfied with this care. The customer service *** tried to call me but I missed their call and have tried to return the call (once on 6/19/25 and once on 6/20/25) but only get an answering machine and no one has tried to call me again to discuss a refund. I do not have time to keep calling them only to reach an answering machine.

    • Initial Complaint

      Date:03/05/2025

      Type:Billing 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.
      MainStreet Family Care billed the incorrect insurance twice. I had to call the local clinic an inexcusable amount of times in order to finally get someone from their billing department to call me back. She read off the insurance information they had used for both visits (9/14/2024 & 10/29/2024) and both of them were incorrect. Despite being prompted to reverify insurance information prior to each visit. I then gave her the correct insurance information for both visits and she assured me that the insurance I provided did show as active at the time of both appointments. She said she even noted that the correct insurance had been used a month or so before so how it got switched back to the incorrect insurance, I'll never know. She said she would credit my account for the incorrect charges and rerun the insurance. That was on February 6, 2025. Now, a month later, I'm getting messages for both of these visits that the insurance didn't cover anything because "if there are mistakes entering your personal details or if the member ID is wrong. If you're unsure about your coverage, contact your insurance". Meaning, she, again, input the wrong information. This is the one and only medical office I have ever had issues with processing my insurance and I refuse to be continually charged for services that are covered by my insurance. I should not have to go back and forth with this "company" and their unreachable billing department. It is impossible to speak with anyone and they don't answer their "portal" messages.

    • Initial Complaint

      Date:02/19/2025

      Type:Service or Repair 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.
      On 10/15/2024 I was seen as a patient at MainStreet Family Care's *********** and was required to pay $20.00 at the time of my visit despite my insurance not having a co-pay. On 11/04/2024 I received an *** from my health insurance company that the claim for that 10/15/2024 date of service had been paid at 100%. I waited more than two months before reaching out to their billing department, which, by the way, you cannot reach by phone.I have tried on numerous occasions to contact their billing office by phone and I am always given a recording about high call volumes, then sent a te to message with a link to the portal and a message before the call disconnects automatically that one of their team members will respond to my message in the portal "shortly." I have sent two messages via the portal without receiving any response. My hope is that this can be handled outside of taking this matter to Small Claims Court. The $20.00 overpayment needs to be refunded. That is all that I am asking for, and I am entitled to it. I am including copies of the receipt for payment, and the *** showing 100% payment to the provider for the 10/15/2024 date of service, and for ******* as well. Thank you for your time and assistance.

    • Initial Complaint

      Date:02/12/2025

      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.
      I went in Oct of 2024 to ********************************** Medicine for my son. I paid my copay of 100 and left. On Jan. 31 of 2025 I received a text saying the company would be taking out an additional ****** for services that were not covered. It would be taken out in 2 days. It was only 2hrs but I did some investigating and found that they had not even filed my insurance correctly. I called and called the company to see what information they had. I was told they would give me 30mins and call me right back. That was 1wk ago. The insurance has tried to call and I have tried to call with no answer or call back. Please help me they got money that does not belong to them.

    • Initial Complaint

      Date:02/11/2025

      Type:Customer Service 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.
      The billing department did not respond to our inquiry about refiling the ***************** claim under my name for my son. I haven't received a response and I am unable to talk to a person. The insurance company is unable to call this business because no libe person is available to speak.

    • Initial Complaint

      Date:01/07/2025

      Type:Service or Repair 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.
      On or about 25 October 2024 my son was seen at the *********** Family care for flu like symptoms. My insurance, *******, is saying they have not received any claims from them pertaining to the visit. I have emailed the clinic numerous times and received a response on or about 16 December 2024 from the clinic stating they sent off the claim to my insurance and would not be receiving any further bills. After their response message, I have received 6 additional notices asking me to pay for services rendered. I wrote the clinic via email again and asked them is it was resolved but did not receive a response. I am writing BBB to ask for assistance with this matter as the clinic is now harassing my family for a bill they stated was taken care of.

    • Initial Complaint

      Date:08/12/2024

      Type:Billing 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.
      I was seen at this doctors office around June 12, 2024. I paid $129.00 out of pocket for my visit. On July 04, 2024, I was approved for ********* I was able to get it retro dated so that my coverage started on June 1, 2024. On July 6, I emailed the business through their website asking them if they could file my insurance. As of today August 12, they still have not filed my insurance or credited that $129.00 back to my account. I sent them a picture of my ******** card and I gave them my ******** number.

    • Initial Complaint

      Date:04/24/2024

      Type:Service or Repair 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.
      I came to the location in *****, ** 4/11 for a cough. I came back positive for strep throat and they did an X-ray, they were concerned about a spot in my chest. I got the **pack to help. I wasnt feeling any better so I came back 4/22 because I coughed hard and I heard a pop and I was in a lot of pain. They tested me for strep again as well as an X-ray. I was negative for strep, but the spot in my chest remained the same. I was told they were going to prescribe medicine and it would be ready that night. It was not I tried getting the medicine 4/23 but it was still not ready. I called the urgent care multiple times and no response. Finally they answered and I told them what was going on and she said I didnt have a spot in my chest and that she doesnt know about the medication being prescribed to me. After I told her that two different providers said I had a spot in my chest she insisted nothing was wrong. I would like my money back to use at a different healthcare facility because I dont trust this urgent care. I would like a refund for the two separate visits, the co-pay each visit was $75 so Id like my $150 back.

    • Initial Complaint

      Date:02/26/2024

      Type:Billing 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.
      We recently took our ****** child to the clinic in **********, ** that is associated with **********************. We received a bill in the mail and due to the child having ********* the visit should have been covered. We received a bill in the mail and have attempted to call multiple times. The billing department loops the call and there is no way to talk to anyone for the business to get this correctly with possibly the wrong birthdate or ******** number. Account: *******

    Mainstreet Family Care is NOT a BBB Accredited Business.

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