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
- 535 total complaints in the last 3 years.
- 284 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:12/29/2024
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 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.Initial Complaint
Date:12/28/2024
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.
In July my son was seen for a skin complaint. He was re-seen a few days later for re-evaluation for misdiagnosis and need for prescribed medication. Our original visit, we paid out of pocket in cash. The second visit was covered by well-now because their policy states that if a patient returns within a certain number of days, that it will be covered. I have been receiving bills in the mail since. I have contacted the company every time I get a bill in the mail. The company tells me that "You don't owe anything, just throw the bill out, our company is trying to fix this issue, and someone will call you back". I have not received a phone call, I am now receiving messages on my personal cell phone along with still receiving bills in the mail. I feel like this is harassment and it causes me a lot of anxiety. I want to stop being bothered by well-now. I want them to stop messaging my private phone number. I will never go there again.Business Response
Date: 01/02/2025
Response attached.Customer Answer
Date: 01/04/2025
Complaint: 22739699
I am rejecting this response because: I never received communication from Well Now Urgent Care, I can upload proof from my cell phone, that the business is sending me text messages about this supposed bill that is not due. As well as bills that are being sent to my house still. Please don't close this until this is resolved, and someone reaches out to me. I appreciate your kindness in this situation.
Sincerely,
Jordynn OdinBusiness Response
Date: 01/06/2025
This complaint is under review. Please allow additional time for the office to review your complaint.Initial Complaint
Date:12/26/2024
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.
12/26/2024 my husband and I both made appointments online and received confirmation texts of our appointments. We arrived and the office location not open. The open sign is off, door locked, and lights off. The sign clearly only states holiday hours for 24th and 25th not the 26th. It should be clearly open. We knocked and no answer. Theres cars parked in back as if employees are there and do not want to service customers. Other patients also confused left. This is unacceptable for employees to get paid and not do their job. We also called and no one answers the phone.Business Response
Date: 12/31/2024
Response attached.Customer Answer
Date: 01/13/2025
Complaint: 22731912
I am rejecting this response because:
Thank you for your response. The ************ business location reached out to me to notify me my compliant went to the wrong location and they would notify the correct location. The correct location *********, ** has not contacted me. Please send me the link to reject the business response because I know Im not going get one.
Sincerely,
******** ****Business Response
Date: 01/13/2025
The office has already spoken with the patient and this matter is closed on our end.Initial Complaint
Date:12/26/2024
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 charged incorrectly without permission for a service that did not happen. The business admitted to the mistake and promised to refund immediately. Its been a month and now that keep saying we will look into it. They hang up and lie to me. They refuse to issue my refundBusiness Response
Date: 12/31/2024
Response attached.Initial Complaint
Date:12/26/2024
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.
Attended urgent care on 12/18/2024 around 930am and was seen by a NP *** for joint pain. Waited until about 3pk to call my pharmacy and no script had been entered. Attempted to call urgent care back for many hours with no answer. Around 1700 I finally got someone to answer. I had asked where my medications were sent. Was placed on hold and was answered with a chuckle and that they forgot to send them and asked where *** like then sent. So went without pain relief because they waited over 8 hours to submit a RX. Now I have been emailing the customer help team. 3 times and called multiple times to get my lab results back set theyve been posted nowhere but I have been charged for them. They have a voicemail that is full and they tell you its full and may not receive a call back. Will not lay any bill until I am answered by someone.Business Response
Date: 12/31/2024
Response attached.Initial Complaint
Date:12/21/2024
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.
12/20/2024 I had taken my teen to this urgent care facility because they have advertised a flat rate of $165, including if you needed an x-ray. I had gone in and said we were there to see if my child had broken his wrist. I had mentioned how great knowing the upfront cost was as other urgent cares would not disclose what an X-ray would cost. They call us back, after paying the $165, and the ** or doctor on site asked if the front desk had informed me that my son was not going to be getting an x-ray because they did not have a tech hired yet to perform the needed procedure. I paid $165 to be told to go to the *** which I would have done had they informed me when I came in telling them we needed an x-ray. They did not offer to refund my visit when they knew they did not have an X-ray tech on staff and that is what we came for.Business Response
Date: 12/23/2024
Response attached.Customer Answer
Date: 01/08/2025
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.
Thank you for being a place people can turn to get complaints resolved. This matter has in fact been resolved. Thank you again for your help.
Sincerely,
***** ****Initial Complaint
Date:12/18/2024
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 visit happened 3/7/2024, received a bill for $37.83 which was paid on 4/22/24 in full. **** ID ******** and conf # ******. On 11/11/24 a bill was mailed out for $91.77 and on 11/19/24 prompted a phone call. J from Wellnow said that the account ******* now has a zero balance and would mail out a confirmation. 12/18/24 a FINAL NOTICE **** was received for the same $91.77. I have asked that a supervisor or manager needs to listen to the recorded phone call from 11/19/24 where my wife was told that the balance was ZERO and a confirmation would be mailed out.Business Response
Date: 12/20/2024
Response attached.Customer Answer
Date: 12/23/2024
Complaint: 22705019
I am rejecting this response because:
WellNow has not complied with my request to listen to phone call from 11/18/2024 when WellNow employee said that there was a zero balance.
Sincerely,
***** *******Business Response
Date: 12/30/2024
This complaint is under review.Customer Answer
Date: 01/02/2025
Complaint: 22705019
I am rejecting this response because: It is under review.
Sincerely,
***** *******Business Response
Date: 01/07/2025
The patient has been advised via phone and email that the balance is accurate and to contact their insurance carrier if there are any issues. WellNow would not inform a patient if they pull and listen to a call. If a call is pulled, it will be handled internally. Please close this case. Thank you.Customer Answer
Date: 01/08/2025
Complaint: 22705019
I am rejecting this response because: I was told MULTIPLE TIMES that the phone call would be listened to by management and this matter would be resolved in that there would be a zero balance per what we were told on the phone call and then receive a letter stating the zero balance.
Sincerely,
***** *******Initial Complaint
Date:12/17/2024
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 1/4/24, we took our daughter *** to the WellNow located at ********************************************************************. She was seen for a URI. We were charged $90.00 for the visit, which we paid at the time of service with our FSA card.However, when we received the Explanation of Benefits from this visit, we learned that we were only to pay $30.00. WellNow made no attempt to refund us the $60.00 they overcharged us. When I tried to contact them, I found that WellNow no longer exists. The urgent care center is still there, but it's now called Hometown Urgent Care. The BBB states WellNow is no longer in business. However, this doesn't absolve them from refunding us the money they overcharged us by. Upon researching this, it seems WellNow is still doing business, just not in *****I cannot find an email address online to try to contact them.Business Response
Date: 12/19/2024
Response attached.Customer Answer
Date: 12/23/2024
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, as long as I do receive the refund check in the mail. The business has said I will be getting it in January due to the holidays.
Sincerely,
******* *****Initial Complaint
Date:12/17/2024
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.
This company fraudently set up an auto payment taking money out my account without my permission. I visited well now on 9/3. I gave my health insurance card. My health insurance covered the visit. I have a claim summary from my insurance company stating the bill was paid. Well now took money out my account leaving my balance on zero. I had no money in my account and unable to pay for gas, and food.Business Response
Date: 12/20/2024
Response attached.Initial Complaint
Date:12/16/2024
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 made an appointment on 12/15/24 for 8:15am. I arrived at 8:09 am I was told by reception that it was only 1 worker in back besides her. I needed to complete registration online and wait 30 minutes. So I waited in my vehicle like she told me to. I watched 2 other parties go in lobby. It was only one person in lobby upon my arrival. Both parties came out was seen before me. I proceeded to desk and asked did she know how much longer because I seen two other come in go already 1 hour in at this time. Receptionist stated is it still your toe or did something else happen because thats not an emergency very nasty to me. My emailed showed I was #1 in line. She told making an appointment doesnt give any priority just for registration purposes. I asked how much longer because I could possibly go somewhere else due to pain. Before I could even get the words out my phone alerted she had canceled my appointment. I went to other urgent care to find out my toe was fractured. This is unacceptable I spoke with a Supervisor today she told the information was incorrect and that appointments are made for reason and I should have been seen based of my appointment. This is not her job to determine if my toe was a matter that needed to wait.Business Response
Date: 12/17/2024
Response attached.
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