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.
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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.
We were seen on 11/17 at Wellnow on Route 31 in ****, **. For 3 weeks I have been trying to get ahold of someone there regarding them making us take an ambulance to the hospital when the patient was stable and refused to take an ambulance. We were told that by law we had to take an ambulance. I have since been in contact with the ************************, and other agencies who have all said we DIDN'T have to take the ambulance and had the right to decline but, yet Well Now made us and now we have a $4,000 bill to pay. I have called WellNow 7 times and left a message with the receptionist each time guaranteeing me a call back that day - but still haven't received anything from them
Business Response
Date: 12/23/2024
Response attached!Customer Answer
Date: 01/02/2025
Complaint: 22692645
I am rejecting this response because:
Sincerely,
***** OInitial Complaint
Date:12/13/2024
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 went into this WellNow Urgent Care to receive Flu, RSV, and Covid-19 Testing due to feeling very unwell. I was informed that this WellNow Urgent Care does not accept my insurance, but that if I paid ~$165 that it would cover the cost of the visit and testing. In addition, I was told by the receptionist, as well as via the WellNow website, that WellNow Urgent Care does not do any "surprise" billing, and that I was taken care of. About a month later, I received a notification that an ADDITIONAL $102.00 was "scheduled" to be paid. I thought this was a scam, as I never gave consent to additional payments, and I was told that I was paid in full when I left WellNow Urgent Care. I've called the WellNow ****************** 4 separate times to resolve this situation. Every time I asked to speak to a manager/supervisor, the individual on the phone REFUSED to put in me in touch with a supervisor, took my information for a supervisor to call me back, and then I never received a follow-up from a supervisor. In addition, I went to the WellNow Urgent Care to ask for an explanation. When there, the receptionist was able to get in touch with a supervisor who identified the issue and informed me that they incorrectly billed me additionally, and that she would process a refund right away. This was almost a month ago at this point and I have not received a refund or a follow-up from any individual at WellNow Urgent Care. In fact, I just received ANOTHER text message thanking me for scheduling ANOTHER payment. This time, of $65. The invoice doesn't even match the services provided. This is absolutely unacceptable that WellNow Urgent Care can advertise on their website that they only bill once when I have now been met with 2 surprise bills for services already received and paid for after a single urgent care visit.Business Response
Date: 12/17/2024
Response attached.Initial Complaint
Date:12/12/2024
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.
We went into WellNow for my son and daughter's ear infections August 15, 2024. I presented my insurance card - we have a $50 fee for urgent care visits per child. Despite this I was told their system said we owed $165 per child and we wouldn't be seen without paying that. I have since called and emailed for my refund and am being stonewalled. I paid $330 and should have paid $100. I want my money back.Business Response
Date: 12/17/2024
Response attached.Initial Complaint
Date:12/11/2024
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 September 23, 2024 I received care at the Perinton WellNow Urgent Care. At that time I was told I needed to pay my co pay of $75. I explained to the front desk that I had already met my out of pocket maximum this year, she insisted that I pay. So I paid the $75. My insurance company paid the whole claim, including the $75 copay on 10/8/24. I called my insurance company regarding the $75 copay and they said that Wellnow should be issuing a refund as the made the payment. So, I called WellNow and asked them what was going on with the reimbursement, the first **** said that she would look into and a check should be issued. Ok, great. Never happened. Called back 3 weeks later looking for an update and the next person told me that there was never a ticket in for this issue and that they would put a "ticket" in for the reimbursement. Ok, great. Another 3 weeks go by still have not seen anything or heard anything. Call back again the next *** tells me that no ticket has been placed for this issue, Asked to be speak to supervisor said that's not possible they are dealing with priority calls. Said they would call me. A week goes by still no call. Called today, told me that there is no ticket placed, asked to stay on hold to speak to supervisor , told me that they supervisor is dealing with priority calls. Called back again as I still have not heard back from anyone, and told me that I can't talk to a supervisor they will place another ticket. So here we are waiting for a $75 reimbursement but can't even talk to a supervisor about. This place is joke and is double dipping between there clients and insurance companies. Would not recommend ever going here.Business Response
Date: 12/16/2024
Response attached.Customer Answer
Date: 12/17/2024
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.
Sincerely,
*******Initial Complaint
Date:12/11/2024
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 went to wellnow back on September 16th or 17th of this year and the receptionist stated that I had an outstanding balance of over $200 and she wouldn't let me be seen until I paid at least $40. I explained to her that I didn't owe anything and that she should look into the matter further. She refused and with me being sick I just paid the money and contacted the billing department the next day. The billing department stated that I didn't owe anything but the $15 copay and they never should've charged me more. They also stated that they would be sending me a refund check for the $25 overpayment. After calling them for months on end and ***** not receiving a check, even after they claimed to escalate the case. I really feel like this is a scam and I am fed up.Business Response
Date: 12/16/2024
Response attached.Initial Complaint
Date:12/11/2024
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.
Was seen at Wellnow Urgent Care in ********* on July 9, 2024. Was told that they could not find my insurance and refused medical care until I paid them $465. Ince money was paid, I was seen and rushed to the hospital for surgery. I called July 11 & 20 to give Wellnow my insurance info. My insurance company paid Wellnow for services rendered on July 19. I have called 8/10, 9/23, 10/21, 11/15, 12/10 looking for information on my refund. The 9/23 phone call I was told by *****, one of the supervisors, that I was owed $510 and I would have the refund in 30 days. I continued to call because I have yet to receive my refund. On 12/10, the last time I called Wellnow billing, I was told that they needed more time to process my refund. Each time I called I was assured by the representative that they had "escalated" my claim and a supervisor would call me back in two to three business days. I have heard from no one to this point. I am looking to get the a refund of my money that I am owed.Business Response
Date: 12/16/2024
Response attached.Initial Complaint
Date:12/10/2024
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 a Wellnow Location in ********** ** on September 27th, Spetember 30th. Confrimed my insurance inforamtion paid copay and was seen. On November 4th when visiting again was told i had an outstanding balance of $495. On November 7th I spoke with billing and was able to discover they had billed the wrong insurance. The mistake was corrected and I was told that the balance was "removed from patient responsibility". On November 12th I was charged $495 directly to my bank account. On November 15th I called customer service and was informed that there was a $495 credit on my account. At this time i requested a refund be issued. Since this call I placed additonal calls on November 25th and Decmeber 10th. ***** on the customer care team was able to provide any updates or timelines on when I would receive a refund.Business Response
Date: 12/12/2024
Response attached.Initial Complaint
Date:12/09/2024
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.
My son goes to school at *********, stopped in for visit late March 2024, not the first time going here, but was told they dont take our insurance (NYSHIP). We paid by phone $165 because he needed to be seen. In April we find they charged our insurance which apparently was on file. We were told by Well Now that we needed to contact their billing and were entitled to a refund. We did, about 11 times since then and keep getting promises of a refund that never comes. Nine months, Ive been patient enough. As of now they were paid twice and we keep getting the same story. Spoke to rep ***** at Wellnow, she empathized and said she would pass notes along to manager who would call us, that was about a week ago. Called billing agency who said they escalated it and we would hear back from a supervisor in ***** hours, that was about a week ago. This is insurance fraud as i paid them and then they ran it through my insurance who paid. I want my refund back, just like i was promised because of THEIR mistake.Business Response
Date: 12/11/2024
Response attached.Customer Answer
Date: 12/12/2024
Complaint: 22663190
I am rejecting this response because: Until i am actually contacted and in receipt of the refund that i am due, i cannot accept yet another promise to be contacted. I am sorry, but i have zero faith in the follow through. My info is on file with the billing company, case number REQ1156027 from Nov 15th conversation with rep ***** where she promised refund to card ending in 6529 within seven days.If i am contacted, i would like a direct call back number as i don't always get cell service in my building.
Sincerely,
******* ******Business Response
Date: 12/13/2024
This patient is 19 so the office has made a phone call to the patient on 12/2 and sent an email as well.Customer Answer
Date: 12/16/2024
Complaint: 22663190
I am rejecting this response because: I am still awaiting payment as promised. In regard to the patient being 19, in my conversation on 11/15 permission was given and noted that i may speak on my sons behalf, but guessing no one read the notes or reference number i provided. I will resolve my case once the promised refund finally arrives. Until then, just another promised payment like the past nine months.
Sincerely,
******* ******Initial Complaint
Date:12/09/2024
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 the WellNow Urgent Care on ************* on 8/10/2024. They said they could not accept my insurance due to not being able to contact ***** to verify my insurance is active. I paid the bill out of pocket as i needed to be seen and was told I could call billing. My insurance company paid the bill. I have made 5 calls since August to get my $126.06 back and they refuse. They keep telling me my bill is in collections, when in fact the bill was paid. I called in September when I received a bill in the mail and was told it was being escalated and I would get a call back. I called in October and was told the bill is in collections. I was told in November that I was supposed to get a check in a week, which I never received. I called today and they say there is nothing that I can do and my account is in collections. I have been calling and getting nowhere. I paid the $126.06 when I was seen, my insurance was billed for even more, and WellNow is still trying to charge me and send it to collections when they owe me the $126.06 back. There are numerous other complaints that describe very similar situations with this company.Business Response
Date: 12/11/2024
Response attached.Initial Complaint
Date:12/06/2024
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.
I inadvertently made a double payment for $120 for services rendered in July. When I noticed the overpayment in September, I called the billing department and was told I would be issued a refund promptly. I have been calling every other week since then and am consistently being told that I will receive a refund. As of today I have not received the refund for over payment. I expect a full refund and even feel like they should be charged a LATE FEE for taking so long to refund my money.Business Response
Date: 12/09/2024
Response attached.Customer Answer
Date: 12/12/2024
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.
Sincerely,
***** *******
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