Complaints

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.

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 overcharged 25 dollars in October and 40 dollars on February 12. I spoke with Santa, *****, the supervisor **** and the billing manager ****. Despite showing my insurance card which proved I was overcharged and proof from ***** that I was overcharged, they still refuse to refund my 65 dollar overpayment.

  Business Response

  Date: 03/10/2025

  As per patient complaint, we already sent refund to patient on 02/26/2025.

• Initial Complaint

  Date:09/27/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  This provider is trying to collect a debt and has reached out to gather info to pay the debt. I have called to the provider 10+ times and provided my billing info each time to be told this was resolved. However, the provider continues billing the wrong parties and a new bill is sent each time I call or make a payment. Initial billing of $49.64 is now increased to 2 visits totaling $169.00 each visit. I have contacted the company and paid multiple times but the value keeps changing and they keep billing the wrong info.I doubt that my information is secure and payments are going to the correct Medical Provider

  Business Response

  Date: 10/16/2024

  Hello,

  Patient Name: ********, ******

  PID#****

  Upon reviewed the claim patient credit card auto charged the amount $150.00 on 09/06/2024 as per card on file program we charged this balance due.

  We have received call from patient guarantor request to refund the payment, since they will pay the amount thru HSA card. Hence we did refund the amount $150.00 to patient credit card acct on 09/25/2024. After that we have received HSA card to charge the balance amount $150.00. We processed this card on 09/28/2024 to close the balance due.

  Regards,

  ***** ******

   

• Initial Complaint

  Date:01/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 an ********************************** and told I needed to pay $150 to be seen. I paid the amount but my insurance company fully reimbursed the urgent care. per the insurance company explanation of benefits my responsibility was $0. I was told by AFC to call HealthQuist to obtain a refund and no one is able to help me. I get passed around and told someone will call me but that never happens.

  Business Response

  Date: 02/12/2024

   

  I received your letter today regarding the patient, ************************* detailed in the attachment below.  He had been seen at one of our clients centers in ************, an AFC *********** on January 20, ****. The insurance he rendered cleared the claim on February 2, **** three (3) days post his complaint to your organization.

   

  It typically takes two (2) to four (4) weeks for claims to clear for reimbursement back to the provider.   Our company does not handle refunds to patients.  That is the responsibility of the centers.  However, we did send an email in follow-up to his call into our company letting the center know he had called demanding a refund.  They sent him the refund on February 2, **** post receipt of the insurance reimbursement and closed his account.  As a side note, the complainant has been monetarily satisfied by the provider of services on February 2^nd.

   

   

  Sincerely,

   

  ******

   

   

• Initial Complaint

  Date:06/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Receiving calls from a company called HealthQuist in ****** **. Yes, that is how it is spelled. The person stating that I owe money for a past due bill from an urgent care visit. However, the visit was from two years ago and was already paid the day of the visit. When looking at the company on line I noticed many other complaints about this company, doing the same thing to them. It seems like a scam to tell people they have outstanding balances that will be sent to collections and get them to pay for previously paid visits, in hopes that no one catches on, but then drag out the refunds after they have to admit to a billing over site. Multiple people stating the same issue tells me its not an over site or a coincidence.

  Business Response

  Date: 07/31/2023

   

  Good afternoon

   

  ID#:  ********

   

  I am reaching out with respect to the attached letter we received recently at our office.

  The confusion lies in the ************************* went into two separate AFC-*********** centers over the past 4 years.  The balance we are calling about was from his visit on February 7, 2022 in ******, ** for his son ******. It is a balance of $25.00.  He was sent multiple statements regarding the balance with no response.  It then went into our collections call center for further communications with him.   The call center only left one Voicemail on June 21, 2023. 

   

  The complainant is referencing his visits in 2019 to the Lyndhurst urgent care center.  This balance was satisfied in 2020. 

   

  We have all the details to both visit dates to which ****************** and the BBB are welcomed to review.  Please let me know if you would like for me to forward these notes and medical billing details.

   

  Sincerely,

   

  *****************************  

   

• Initial Complaint

  Date:06/13/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  ACCOUNT# ****** I visited an AFC Urgent Care in St. Petersburg Florida ***** *** ****** ** ** ********** ** ******. I was billed for my co-payment in which I promptly paid by check and AFC cashed (I have a copy of the check they cashed from my bank records). I keep getting billed by HealthQuist claiming I did not pay. I called HealthQuist and spoke to Christopher who told me to email him a copy of the check AFC cashed to ********************** in which I did, and never heard from them again. I felt EXTREMELY uncomfortable about emailing my check (all my bank information) to some outsourced company, especially to never hear back from them again. I want confirmation of my payment and for this bill to be closed. I am willing to fight this out in court. I am employed by the Dept of Homeland Security so I am fully aware of scams going around. I will also alert my bank of this company and a random person having my bank account information. I am sure Christopher can be trusted, but the no reply is scary. I want confirmation that this bill has been paid and that they will no longer bill me or threathen to report it to my credit.

  Business Response

  Date: 06/26/2023

  The supervisor from our Patient Call Center contacted Ms. ***** on 6/26/2023 to advise her that the urgent care facility did receive her check.  In addition, it has been posted to her account as payment received.  This will trigger the system to discontinue sending any further statements to her.  She was also advised if one is sent before the system updates the payment, to simply ignore it. 

  Her account has been fully satisfied for the services rendered to her in the St. Petersburg urgent care center.  She appeared to understand and accepted the explanation provided on her account status.  As a side note, any information received of this nature is provided in an encrypted file.  The team was also alerted to reach out to patients in follow-up regarding sensitive information such as checks to let the patient know it had been received on the account. 

  Customer Answer

  Date: 06/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  
  Regards,
  
  
  ******** *****