Complaints
This profile includes complaints for WellNow Urgent Care's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 536 total complaints in the last 3 years.
- 285 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/27/2025
Type: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 visited this clinic on 6/1/2025 at approximately 9:15AM. I asked receptionist if i could be seen for lower left sided pain. she said yes, but i needed to pay my $60.00 co-pay first, which i did. I then explained to the PA that i saw about the pain and that it was starting to travel to my left lower abdomen. She asked for a urine sample that came back negative for any kind of infection. She then told me they do not treat this type of pain and I need to go to the emergency room. I was given a copy of the urine test results as well as a letter to give the doctor/nurse at the emergency room. When I got out to my car (i was alone) i read the letter and panicked. This letter stated that i had "upper abdominal pain" (wrong...it was lower) with a "high risk of morbidity without treatment". It also stated my "condition is potentially life threatening and it is recommended that I go to the ** now". I was not told any of this in person, thus I went into panic mode. I had to read this in a note. Upon arriving at the ** and showing this letter I was told WellNow uses this letter a lot. I was told WellNow has been asked to change the letter due to the fear it causes. They have not. Furthermore, I was told by the doctor in the ** that my vitals looked great, my coloring was good, and that they in no way, whatsoever, considered my case to be a "high risk of morbidity" or to "be potentially life threatening".I feel I should have been told (upon registration) that WellNow does not treat this type of pain/illness. I believe the urine test was performed so WellNow could justify my co-pay and submission to insurance. I believe the letter I was given certainly should have been discussed prior to just handing it to me. I honestly thought if i did not get to the hospital I would not make it and I don't panic easily.
Business Response
Date: 07/01/2025
Response attached.Initial Complaint
Date:06/26/2025
Type: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 urgent care facility, provided all my current and correct insurance info, and later find out that info was inputted incorrectly and left me with a balance due. I was only made aware of this after went i went to a different facility (both being *************************** had a manager look at my profile, and figure out all my ******** was wrong. I have reached out multiple times to try and speak with a manager (who is never available on site), and requested multiple call backs (which never happened). The on-site staff is extremely rude and not interested in helping at all. Again, requested multiple call backs from a manager or supervisor, keep getting told to wait days, and nothing happens. I don't understand how they are able to treat people like this. I would love for someone from the Corporate Office to reach out.Business Response
Date: 07/01/2025
Response attached.Initial Complaint
Date:06/25/2025
Type: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.
On 6/23/25 and 6/24/25, I visited WellNow Urgent Care on **********************, ** due to a painful boil under my arm that was affecting my mobility. I have a history of recurring boils and expected a straightforward visit for *************** 1: I arrived at 7:00 PM (they close at 8) and was told the wait was an hour. I left, as they said I likely wouldnt be ******** 2: I returned at 7:00 PM and was told they werent accepting walk-ins because the physician had reached a 100 patient limit. This policy was not posted. When I asked for clarification, I was told, It depends on the physician. I explained I was in pain, but was told I could only make an appointment for the next day or go to the ***I returned to my car, made an online appointment for that same location, walked back in, and was met with hostility. Despite having a valid appointment, staff raised their voices at me and said no more patients would be seen. I remained calm ************* someone with limited time and financial flexibility, I rely on urgent care to avoid the *** I was forced to do a virtual visit and was prescribed *******, but only after two in-person attempts and significant stress and ******* concerns:Unclear policy enforcement and no posted patient limit Rude, aggressive behavior from front desk staff Denial of care despite clear need and a valid appointment Physical and emotional distress caused by delays I am requesting:A written apology from clinic leadership Clarification of walk-in and patient limit policy Staff retraining on professional conduct Reimbursement or credit for the online visit I was forced to schedule I am not seeking excessive compensationonly fairness, acknowledgment, and accountability for how I was treated.Sincerely,****-********* *****Business Response
Date: 07/01/2025
Response attached.Initial Complaint
Date:06/25/2025
Type: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 this facility for std testing and an infection in my mouth but they are billing me for treating a pregnancy which i did not get treated for.Business Response
Date: 06/27/2025
Response attached.Initial Complaint
Date:06/25/2025
Type: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.
Wellnow deducted a payment from my bank account without my consent for my grandson that i am not responsible for. I have contacted them several times as well as the mother of the child to tell them that she was the responsible party and supplied them with the childs insurance info and yet they refuse to give me back my money that they took without my consent. My wife took our grandson into this facility prior to the visit in question for a sport physical because his mom was working and from that point Wellnow decided that they were gonna make my wife financially responsible for all future visits as well. The visit that i was charged for the child who was 16 at the time was taken by his mother and was allowed to sign himself in myself or my wife were not present for the visit.. i have talked to several people out of which one finally told me that once the paent was posted to the account they could refund it back to me but it would nt post to the account for a couple more days and to call back. I called back 4 days later the money was posted to the account but was told it could not be refunded back to me. On previous attemps to remedy the situation i had 2 different representitives hang up the phone on me because they didnt want to jear my side of the ******. All i am asking for is the payment to be refunded back to my account in a timely manor before i seek further legal action and demand more.Business Response
Date: 06/27/2025
Response attached.Customer Answer
Date: 06/30/2025
Complaint: 23515941
I am rejecting this response because: They have still not resolved my issue of refunding me my money that was taken from my bank for an account that i was not responsible for. I have talked to several people from wellnow and gotten a run around. My next step is to contact a lawyer and start a lawsuit.
Sincerely,
****** *****Business Response
Date: 07/01/2025
The patient was notified that the claim was sent to insurance yesterday. We have to wait until insurance processes. Thank you.Customer Answer
Date: 07/02/2025
Complaint: 23515941
I am rejecting this response because: i should not have to wait for the insurance to respond to get my $685 returned, because i am not the legally responsible party for the patient and wellnow has been made aware of this back in Dec. of 2024 when they sent us a bill. And yet they decided to still take the payment from my bank account in June of 2025. I have got no satifaction on this matter from wellnow to this point
Sincerely,
****** *****Initial Complaint
Date:06/24/2025
Type: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.
On December 12, 2024, my wife provided her insurance information and paid the copay during her visit to the WellNow clinic.On June 10, 2025, we received an unexpected notification regarding a $62.57 charge to our credit card. This notification was initially disregarded as spam because no prior bill had been received. The charge proceeded despite our insurance information being on file and the belief that the visit's cost was settled.Upon contacting WellNow, a support representative confirmed a billing error on their part: our insurance was not billed at the time of service. We were informed that WellNow would now bill our insurance, and a refund would be issued within ***** days if the claim was accepted.This resolution is unacceptable. The charge resulted directly from WellNow's billing error. Why would we need to now need to wait an additional ***** days for this to be fixed? We request an immediate refund of the $62.57. Attempts to resolve this with the support team have been unsuccessful, with assurances of a callback from an internal team that never materialized.Business Response
Date: 06/25/2025
Response attached.Customer Answer
Date: 06/26/2025
Complaint: 23510655
I am rejecting this response because it did not address my concern or offer a solution.
Sincerely,
Patrick TingBusiness Response
Date: 06/30/2025
WellNow attempted to call the patient on 6/26 - mailbox was full and not accepting messages. On that same day, an email was sent to the patient asking for more information. Then, the office was able to speak with the patient directly on 6/26. Paittan informed them that the refund was submitted and claim was filed to insurance. Please close.Customer Answer
Date: 07/01/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23510655, and find that this resolution is satisfactory to me.
Sincerely,
Patrick TingInitial Complaint
Date:06/17/2025
Type: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.
Went to well now on 09/19/2024. Gave them insurance information and was told they accept ******** and *******. A few month later I get a bill from ******************* When I called they said it wasnt billed properly and they will resubmit. They never resubmitted and now the bill collectors are calling and sending letters.Business Response
Date: 06/23/2025
Response attached.Initial Complaint
Date:06/16/2025
Type: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 have included the billing statement with the date of service. It also shows the charges as well as the lack of insurance billing. We have called several times and verified insurance info with wellnow and our insurance provider. We have repeatedly been told the claim was denied. However, our insurance provider has never even received a claim. We were given a direct fax number from the insurance to have the claim sent asap but we're told by wellnow that they are unable to fax anything. We would like to take care of this issue but first Wellnow needs to do their part and bill the insurance accordingly.Business Response
Date: 06/23/2025
Response attached.Initial Complaint
Date:06/13/2025
Type: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.
On April 10, I visited the clinic for a sore throat. I paid the co-pay of $30 as required by my insurance NYSHIP. They asked if I wanted to be tested for strep, phnemonia, and COVID. I replied that I would as long as it was covered under my copay, if not -then I was not interested. On June 11, I received an email saying that an automatic charge of ****** would be made on the debit card they had on file. I called and was told this was a billing error and not to worry about the charge unless I received a bill in the mail. I requested that they not charge my card until this was sorted. I also should not have been charged for the test after they advised I would not be responsible for an additional cost. Today my account was charged against my disapproval. I requested that they deny the funds and they told me it would "take time". They could not provide a timeline for when I would receive funds back. I would like a full refund from this company and recognition in writing of their mistake.Business Response
Date: 06/15/2025
Response attached.Customer Answer
Date: 06/16/2025
Complaint: 23464672
I am rejecting this response because:
The situation has not yet been rectified. Once the situation has been rectified, I would be happy to accept your response.
Sincerely,
Emily YuodsnukisBusiness Response
Date: 06/17/2025
Please allow additional time for the office to respond.Initial Complaint
Date:06/11/2025
Type: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.
I received a bill from Wellnow Urgent Care. The statement reflected a 20% discount if paid in full. There are four (4) different places on the statement that show my balance due reflecting the discount. I used the phone system to pay my bill and authorized the reduced amount reflected in all 4 places on my bill. A few days later, I noticed I had been charged the full amount. I examined the statement a bit closer and in very small print, at the crease on the page, it states that the discount is only applied if paid on line. I called asking for my 20% discount to be refunded. I told them I felt it was very misleading and deceptive advertising that it only stated one time in small print that I had to pay on line to get the discount when every other place on the bill shows the reduced amount as the amount I owe if paid in full, which I promptly did.I have called SEVERAL times to speak with someone. Each time I call, the representative says that the supervisors are busy. I have stated that I do not mind holding to speak to someone. Most recently I called on 5/21 and spoke with (starts with I, rest withheld), again on 5/27 (starts with D, rest withheld) and most recently today, 6/11 and (starts with R, rest withheld) and was hung up on. I asked multiple times to speak to a supervisor and that request was denied. I am looking for a refund of my 20% that I feel they deceptively overcharged me.Business Response
Date: 06/12/2025
Response attached.Customer Answer
Date: 06/13/2025
Complaint: 23453930
I am rejecting this response because there was no mention of what the response would be. If I accept this response, then the case is closed. Their response could be that they are going to do nothing and I am back to where I was before filing this complaintI would like to know specifically what their response is, so I can be better informed as to accept it or not.
Thank you.
Sincerely,
***** ******Business Response
Date: 06/16/2025
Paittan from WellNow spoke with the patient on 6/15/25 and confirmed that Mr. ****** was satisfied with the resolution. Please close.Customer Answer
Date: 06/17/2025
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,
***** ******
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.