Complaints

This profile includes complaints for WellNow Urgent Care's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  WellNow Urgent Care

  311 N Green St Fl 17 Chicago, IL 60607-1331

  
• 

  WellNow Urgent Care

  271 Grant Ave Auburn, NY 13021

• 

  WellNow Urgent Care

  5965 Transit Rd East Amherst, NY 14051

• 

  WellNow Urgent Care

  514 S Second St Fulton, NY 13069

• 

  WellNow Urgent Care

  2232 Lyell Ave Rochester, NY 14606

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:01/06/2025

  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.

  I visited a Physicians urgent care to get a prescription. I am charged $381, with a $132 insurance deduction, leaving me with $249 to pay. The uninsured rate for the same service was $155. After contacting both the clinic and my insurance, they stated the bill has already been processed and cannot be adjusted, despite this being my first time seeing it the total.

  

  Business Response

  Date: 01/07/2025

  Response attached.

• Initial Complaint

  Date:01/05/2025

  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 went to WellNow in **********, **. From the minute I walked in I was surprised by how unprofessional it was. When I went in to see the nurse practitioner, she did not want to listen to me. I was in with her for about 3 minutes and given a wrong diagnosis and sent out with a prescription for *********. I wanted an x ray and was denied. I had to go another provider to get a proper diagnosis and treatment.

  

  Business Response

  Date: 01/07/2025

  Response attached.

• Initial Complaint

  Date:01/03/2025

  Type:Product 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.

  Wellnow visit on 7/27/24. To be seen had to pay $215.73 even though I had insurance and a co-pay of only $35.00. I received services and they billed my insurance. My insurance promptly paid them the $215.73. Since my co-pay is $35.00 I expected a refund of $180.73. I called on 11/7/24, 12/12/24 and 1/3/25 and all 3 representatives said they would escalate payment. I have received no refund yet. I see many other similar complaints on this website. What can a customer do to get their money back? Totally frustrating.

  

  Business Response

  Date: 01/05/2025

  Response attached. 

  Customer Answer

  Date: 01/12/2025

   
  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,
  
  ******* *****

• Initial Complaint

  Date:01/02/2025

  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.

  8/17/2024. Are utilized well now virtual on care when I had Covid. I had to pay $120 upfront despite submitting my insurance and my co-pay is $30. I called to find out when the funds would be reimbursed to me as my son had also seen them in July And we were not reimbursed his $90 either. In regards to my Son case from July, I was told that they made a mistake and sent it to the wrong insurance company and would resend it and I want the $90 as a credit I wanted $90 refunded to me , this refund took almost 3 months to receive. I called about my $90 that I was waiting to be refunded from August 17 and September and I was told that they sent it to the wrong insurance company. I called back a few weeks later and I was told that they wrote the wrong policy number down and they could go ahead and resend it now , I called back a few weeks later. It takes a while for the insurance company to process it November 7 company process it and notified them that I was to be refunded my $90. I have called several times since Ive been told the case is closed and I should be getting my $90 back. I still have not received it , I would like the Better Business Bureau to intervene on my behalf with well now *** had 67 phone calls trying to obtain my $90 that is supposed to be refunded to me. They tell me there is no supervisor to speak to and theres no phone number for supervisor for me to call , I feel their practices deceptive. Please help me to receive the funds owed to me.

  

  Business Response

  Date: 01/05/2025

  Response attached.

  Customer Answer

  Date: 01/20/2025

   
  Complaint: 22760979
  
  I am rejecting this response because:
  My case number ID ********. 
  
  I received a voicemail message from well now stating that they would send my $90 refund back to me on January 13. As of today, January 17 it has not arrived yet. Where it is mailed from is only two hours from me and it shouldve been received by todays mail, the latest , if it was actually sent out . Can the Better Business Bureau please follow up with well now to find out if this payment went out and ask them to expedite it please. I think since August 2024 to be reimbursed is ridiculous and its created a financial hardship. My contact information is as follows ***** Veneable  ******************************************************************************* phone number is ************. Thank you in advance for your time ***** ********. 
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 01/20/2025

  Please allow 2-3 weeks for the refunds to be received.

• Initial Complaint

  Date:01/02/2025

  Type:Sales and Advertising 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 went to a Wellnow on 9/17/24 and just received a $165.00 bill when my insurance, **************** is listed on your website as accepted insurances. I was charged without my knowledge or consent to seeing an out out of network provider. I didnt ask to see an out of network provider, why is this my problem? I would have went somewhere else. They were aware what insurance I had, why wouldn't they say something prior? I have tried to reach a representative by phone to no avail

  

  Business Response

  Date: 01/05/2025

  Response attached.

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22760925
  
  I am rejecting this response because:
  

  I sent in my insurance information 2 days ago by email and have not heard anything back. Not even a confirmation that it was received. Goes to an automated mailbox

  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 01/09/2025

  This complaint is under review.

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair 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.

  03/15/2024 I went to well now sick with the flu, they told me my insurance was inactive when it was infact not and I had just been there 2 days prior. I paid out of pocket as I was so sick I could barely stand. I filed a claim with my insurance company that has since been paid out to well now. They told me o would be getting a refund of $211 which also doesnt make sense because I paid ****** and my co pay is only $25, and no one has a explanation why Im not getting the full ****** after copay. Months went by and I hadnt seen the check so I called and they said they would send me a new one and void the old one. And of course a week later the voided on came in the mail. They said they sent out a new one in August of 2024 and I still have yet to receive it after multiple phone calls I have gotten no where they have no idea why it hasnt arrived and I get a diffrent answer from everyone I talk to. I asked to speak to a manager and every time I get told that they are busy and they will give you a call in 24 -48 hours and I have not once received a call back. It has been almost a full year and I still havent been refunded and they have collected the additional money from my insurance, now double dipping. I had to pay late fees on my credit card because I was unable to pay the bill that was put on me when it was ****** there computer system or employees not knowing how to do there job my insurance was fully active at the time of this incident I just want the money I paid back.

  

  Business Response

  Date: 01/03/2025

  Response attached.

  Customer Answer

  Date: 01/06/2025

   
  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,
  
  ***** ****

• Initial Complaint

  Date:12/31/2024

  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.

  On December 30, I went to the ************************* in *********, *******. I was told that because I had an outstanding balance from a previous visit (December 6), I wouldn't be seen until the balance was $0. I had received the bill in the mail that day (I had checked my mail maybe two hours before my accident and hadn't had time to pay it in those two hours). While I did have the money to pay the bill right then and there, others definitely do not.They also did not have a way to process payment on site, which is absurd if you are following the above practice.I was directed to a URL to pay the bill online (what if I didn't have a smart phone?). The first website listed didn't work. The second website listed wasn't mobile friendly and had fields that weren't visible on a phone screen. The website also loaded extremely slowly.

  

  Business Response

  Date: 01/03/2025

  Response attached.

  Customer Answer

  Date: 01/06/2025

   
  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,
  
  ***** **********

• Initial Complaint

  Date:12/30/2024

  Type:Product 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.

  Hello. WellNow urgent care has stolen money from me and is now not returning it to me. They keep gaslighting me and telling me that they will escalate my case and a supervisor will call me back within ***** hours. I went in for a DOT physical in April of this year. When I paid, wellnows system signed me up for some program where they charge me 100 dollars a month. It went on for 2 months without me noticing and then I canceled my card. Then I got a text notification that they were trying to charge that card again in November . That is when I started calling them to try and get a refund and they started gas lighting me saying someone would call back and no one has. Called them on November 4th Said refund would be sent on the 12th and would take 5-7 business days Called on November 15th Said they would escalate the problem and that supervisor Paittan M would call me back working ***** hours. Gave me reference number ritm1198266 Called December 2nd Talked with *** ****** Reference number req1193849 Called December 13th Talked with *** T

  

  Business Response

  Date: 01/03/2025

  Response attached.

  Customer Answer

  Date: 01/07/2025

   
  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,
  
  **** *********

• Initial Complaint

  Date:12/29/2024

  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.

  I visited WellNow Urgent Care on 2/11/24 & 2/17/24 because I was not feeling well.I gave them my I.D. & also my ****************** Insurance card as they requested. They scanned the insurance card ************* I received a Bill for $705.00 7 months later in September 2024 saying this is a final ********** need to pay the $705.00 immediately or it will be sent to collections. I never received a bill for $705.00 from them prior to this Final Notice bill! I looked over the Bill & noticed they never submitted my bill to myWellNet ***************** to see how much the insurance co. would cover & what amount I would be responsible for after that. I called my ************* to verify with them if this bill had been submitted to them or not & they said they have nothing on file for this bill. A customer service *** from ****************** called WellNow to see why they DID NOT submit this Bill. They got absolutely no where with them. They told her to call WellNow ************* She did that & Nolbody answered. She was on hold for 20 min. With No Answer! I called the ************* Several times starting on 9/30/24 & called every day. I was on hold for 2 hrs. Nobody picks up the phone. I emailed the WellNow *************. Several times & have gotten no response on this billing issue. I have talked to several people at ********************* & keep checking if this bill has been submitted yet & it has NOT! They have helped me in every way they can but they cant get a response from WellNow either. They told me its Billing Fraud what they are doing . They expect me to pay the whole amount out of pocket They told me I shouldnt be responsible for this bill because they didnt submit the bill properly & waited 7 months to bill me in the first place. They also did this to me back on 5/18/23 & 10/11/23 Totaling $520.00 I never received any bills from them at all! They sent those 2 bills directly to a collection agency called **************************.

  

  Business Response

  Date: 01/02/2025

  Response attached.

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22743518
  
  I am rejecting this response because:
  I would like this complaint to remain open because I still have not gotten any response back from WellNow after they sent me an email saying they tried calling me but I never received a call (no missed calls on my phone). I sent an email to them in response saying I never received the call & I gave them my cell# that they could call at any time regarding this billing issue. They still have not given me an answer on how they are going to resolve this $705.00 Bill that they never submitted to my ********************* I emailed ******* from WellNow on 1/5/25 in response to her email asking her to please call me so we can talk directly & get this resolved . I emailed her again on 1/7/25 checking in with her to see if she received my 1st email & for her to please call me.  I still have not gotten any responses to my emails. I have been dealing with this billing issue with WellNow Urgent Care since September 2024.  Please keep this Complaint Open Complaint  ID # ********  until I get an adequate resolution  from WellNow . 
    Thank You!

   

   

  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 01/08/2025

  This complaint is under review.

• Initial Complaint

  Date:12/29/2024

  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 visited Wellnow on 7/18/24 and provided my insurance card which clearly states $60 copay for urgent care visits. Despite this, the desk told me I owed $124.72 for the visit and that I couldnt be seen unless I paid that amount. On 7/19/24 I spoke with my insurance company who said they requested a refund on my behalf. I paid using my FSA card, and the transaction was denied by my FSA carrier so I had to pay $124.72 to replenish the funds on my *** card per their policy. I called Wellnow billing on 10/15/24 who confirmed that the $124.72 refund was posted to Wellnow on 7/23/24. The representative firmly told me that it was my responsibility to notify them of inaccurate charges and the contact from my insurance company was not sufficient to process the refund. She said she processed the refund 10/15/24 and I should expect a check in the mail. I called back 12/13/24 and was told the refund is still in process/submitted for escalation. It is now 12/29/24, over 5 months since the refund was posted to my account by ********************. My husband visited in August, was overcharged the same amount, and is still waiting for his refund as well.

  

  Business Response

  Date: 01/02/2025

  Response attached.

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22742583
  
  I am rejecting this response because: 

  I was contacted via voicemail/e-mail and told that my refund would be issued to the card that made the original payment, however this is my FSA card which is expiring very soon. The representative did not speak with me directly to ask my preference for the refund. 
  

  I reached back out promptly via phone and e-mail to request that the refund be issued via paper check. I asked for confirmation that this was processed and have not heard back. 

  Sincerely,
  
  ****** ***********

  

  Business Response

  Date: 01/08/2025

  This complaint is under review.