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.
- 284 complaints closed in the last 12 months.
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Initial Complaint
Date:12/06/2024
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 took my daughter to visit this clinic and they said they took ******** and then 6 months later I get a bill and no one will fix the issue no matter how much I contact them they refuse to bill ******** or fix their issue
Business Response
Date: 12/09/2024
Response attached.Customer Answer
Date: 12/10/2024
Complaint: 22648998
I am rejecting this response because: my EOB shows where you were paid and it's been processed and you are just running a scam to try to illegally make extra money off ******** patients. I have also filled a complaint with ******** about your actions
Sincerely,
****** *******Business Response
Date: 12/11/2024
The office is trying to reach the patient and have left a voicemail and sent an email. Please return their call.Customer Answer
Date: 12/12/2024
Complaint: 22648998
I am rejecting this response because: i am busy at work and they refuse to respond via email and I keep sending them proof which they refuse and lie about
Sincerely,
****** *******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.
Visited them on 09/19/24 and even though I had been there 2 weeks prior I was asked to fill out information on my phone that they sent me. Previous visit the clerk did it on computer because it was not working on the phone. This time the clerk would not help. I did there questions on phone and it was excepted. Oct bill came and said no insurance was filed. I called the number on bill for help and the person could not get my insurance card info to work on their end. Told me to go to a website and give photo of licsence and insurance card. The site given was not correct. I wen back to urgent care I visited and the clerk sent it all back again on computer a couple weeks ago. I just received another bill for full amount.Customer Answer
Date: 12/05/2024
Wellnow urgent care. ***************************************************Business Response
Date: 12/09/2024
Response attached.Customer Answer
Date: 12/16/2024
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:12/05/2024
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.
They are trying to make me pay a bill I have already paid. The problem is, when I call the number back there is no way to speak to a live representative. The only thing I can do is pay again! It is for wellnow billing @ ***********. They are leaving messages in my daughters name who is 7!Business Response
Date: 12/06/2024
Response attached.Initial Complaint
Date:12/04/2024
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 visited on 11/16/2024 for a sports physical. Paid $60.00 for the physical by credit card before even being seen. UNBEKNOWNST to us, WellNow Urgent Care stored our credit card information. On 12/2/2024 we then received a bill dated 11/23/2024 for $165.00. On 12/4/2024, before we could even dispute the bill, they took it upon themselves to charge our credit card WITHOUT our authorization. I called to billing department where I was told immediately the bill was done in error but was not given an explanation as to why my card was charged without our consent. Then was told I would be refunded the $165.00 but they could not generate an email to tell me the refund was processed and that it could take up to 48 hours to see it back in our account. We are fortunate enough that we can wait for the refund but what about for the people struggling, that could cause a lot of financial troubles for them. Judging by the complaints and reviews with the BBB this is happening a lot, so why isn't this company changing their processes to ensure this does not continue to happen. This is poor business practice, if not illegal, and we will be contacting an attorney to inquire about the legality.Business Response
Date: 12/06/2024
Response attached.Initial Complaint
Date:12/01/2024
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 children were seen on 10/22/24 and I paid the bill in entirety. Wellnow is not trying to automatically take money from my credit card for another service not rendered. I didnt allow them to take money from my card and they sent a bill for a service I do not owe money for to collections. Ive called the location and was told they dont have a manager there to speak with me and no one has attempted to reach out to me regarding this matter.Business Response
Date: 12/04/2024
Response attached.Initial Complaint
Date:11/27/2024
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 sought care at Wellnow on 01/01/2024. At the time, Wellnow no longer accepted my insurance (excellus) so I paid for the service out of pocket in the amount of $165. A couple of months later, I received a bill in the mail showing that I owed the business more for the visit. I called their billing company on March 1st around 12:50pm ET, and during an 11 minute conversation, the women I spoke to said that I did not owe them anything and that they were sending me a bill of what they would typically send to an insurance company, but because I had already paid the $165 at the time of visit, that I didn't owe them anything.I didn't hear anything about this again until October when I received another bill from Wellnow saying that I owed $200 and that it was going to be sent to collections if I did not pay. I got on another phone call with their billing company on October 29th around 9:37 am ET. During the 22 minute conversation, the man I spoke to confirmed that I paid the $165 at the time of visit, he said the bill would be adjusted to remove the balance because they received my payment on the date of service. He said to "disregard" the bill and that he would have an email sent to me within 24 hours showing I don't owe the balance (I did not receive this email).I received another bill in the mail today, November 27th, showing the exact same thing and that if I do not pay the additional $200, that the bill will be sent to collections. I got on another phone call with the Wellnow billing company and they again said that they see I paid the $165 on the day of visit and that I should not owe the balance the bill is showing that I owe. This time I spoke to an ******** *. and ******** said she would escalate my complaint and that I should hear back from someone within 24/48 hours.The business keeps threatening me to pay an additional $200 for a visit that I already paid $165 for on the day of service, even though their billing company says I don't owe it.Business Response
Date: 12/02/2024
Response attached.Customer Answer
Date: 12/05/2024
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.They notified me via email on 12/03/2024 that from this complaint, they adjusted my account balance and there is no balance due now.
Sincerely,
Sierra ******Initial Complaint
Date:11/26/2024
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.
The visit to Wellnow on Transit Rd was on May 31, 2024. I provided my insurance card. I owed a $5 copay, but Wellnow charged my FSA card $261.03. They called me up to the desk and told me of their error and that they made a note on my account. They said the reimbursement would be sent to me in a few weeks.On July 10th, I began emailing Wellnow about their error and was repeatedly told that the reimbursement would be mailed to me.On November 7th I worked with my insurance carrier who called Wellnow. They told me that the reimbursement was escalated, approved and would be mailed out within 10 days.On November 26th I conferenced with the insurance carrier and with Wellnow and again am now told that they cannot provide information on when the reimbursment will be sent to me.Wellnow has never disputed their error.I can provide the *** from my insurance carrier if needed. The *** shows I only owe $5 for the copay.Due to this situation, I cannot access my FSA card until Wellnow reimburses me.Business Response
Date: 12/02/2024
Response attached.Customer Answer
Date: 12/06/2024
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.They have refunded the money to my FSA card.
Sincerely,
******** *******Initial Complaint
Date:11/22/2024
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 took my daughter to Wellnow for a sports physical on 8/25/24. I was told the sports physicals are $60 and that fee was collected at time of service. Paid in full for services rendered at the time that services were rendered in the location of the business. The provider used the wrong billing code for our visit and sent us a bill for 105 (165 - 60 which was paid) dated 8/31/24. I called to correct this bill and found out that on 9/6/24 they charged the card I used to pay for the sports physical without authorization. I had not authorized for them to keep that card on file or to use it for any other purpose. On September 11 I called the billing office for Wellnow to sort this out. They told me a refund was being processed. I have called several times since and no one explains why the refund has not been issued but the call center people say they cannot put me through to anyone higher up who can answer a question but someone will call me back. Ive been told that 4 times in 2.5 months. No one calls and no refund has been issued. This amounts to theft. I suspect Im not the only one who has had these types of issues with this organization and many of their patients are not wealthy folks. I will never go there again because of this but I fear they are getting away with this often enough to make it a practice. Please help us resolve this and hold them responsible for potentially corrupt billing practices.Business Response
Date: 11/27/2024
Response attached.Initial Complaint
Date:11/21/2024
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.
My husband and I took our son to WellNow urgent care September 9, 2024. We provided insurance information and paid $20 at the time of the visit which is what we normally do. We received a bill about 2.5 weeks later showing we still owed them $145 and that no insurance was billed. Payment due November 23, 2024. My husband contacted the call center on September 27, 2024. He spoke to someone and gave them the insurance information and explained the problem. They said they would bill the insurance and send us an updated bill. We received our bill about 3 weeks later still saying we owed $145 and that no insurance was billed. Payment due date still showing November 23, 2024. My husband went to WellNow and spoke with an employee. They called and spoke with someone at the call center and again gave our insurance and explained the problem. The call center employee assured us that they would bill the insurance and send us the updated bill. We received the new bill yesterday November 20, 2024. Yet again, it said we owed them $145, and the insurance was not billed. The payment due date still said November 23. 2024 which is only 3 days now. I called the call center the same day and asked to speak with a manager. They said I had to have an appointment so they took my information and said the manager would call me in 24 to 48 hours. I've never heard of that being a thing, so I find it suspicious. I have not yet been contacted, but this is the 3rd time they were supposed to have billed insurance and just haven't done it. Also, the due date has stayed the same date the entire time even though they're the ones messing it up and extending this process. I should not be penalized for their mistakes.Business Response
Date: 11/25/2024
Response attached.Customer Answer
Date: 12/02/2024
Complaint: 22587201
I am rejecting this response because: while I did receive a phone call, I was told my insurance was billed 11/8/2024, but was still processing. I find that hard to believe since that was the last statement date I received and I received previous statements early than that. I have not since received a proper bill. The lady that called was very nice. She told me she would respond via BBB, and she would put her personal contact information so I could contact her with questions or concerns. I have not received a response here either. My rejection is also due to the fact I was given only 7 days to respond during a holiday weekend when most people were not working 11/27/2024-12/2/2024. So they possibly only had one day to rectify the issue.
Sincerely,
****** ***********Business Response
Date: 12/02/2024
This complaint is under review.Customer Answer
Date: 12/10/2024
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. While I still have no confirmation of proper billing, I have been contacted saying theyre waiting on a response from my insurance.
Sincerely,
****** ***********Initial Complaint
Date:11/21/2024
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 was seen at WellNow on 9/16/24 and the secretary refused to look up his insurance information, so they charged for the full visit cost $165. I called 9/19 to provide the insurance information to WellNow to get a refund, they said I had to file a claim with the insurance company,so I had done so, and the insurance company sent them a check on 10/10/24 for payment for the visit as he has insurance coverage. They have yet to refund me the cost of that visit aside from multiple calls and requests. They claim they escalated the situation and that I would get calls back on several occasions which has never happened. I call at least once a week and its the same story. The we went on 10/30/24 for a visit and they charged me $40 for the visit as uninsured, but I provided the insurance this time. So, my total refund amount should be $205 at this point, 2 months later and more than a month after getting their money from the insurance company. So, they are holding onto my money without any possible resolution date according to them. No one will call me back in management and I call as mentioned at least once a week. I no longer have the account for which the payment was made, so i requested a check be sent. They have not approved my refund yet, they got paid over 30 days ago so essentially have been paid 2 times and are not releasing my money back to me.Business Response
Date: 11/26/2024
Response attached.
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