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
- 541 total complaints in the last 3 years.
- 287 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: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.Initial Complaint
Date:11/20/2024
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 took my son to the urgent care location in *********** on 7/20/2024. During the online registration, I was asked to pay $165 which is the self pay rate. After flagging, the claim was submitted to insurance. Since then, I have been sent a few bills requesting to pay the $30 copay. I have called the billing customer service department numerous times since the initial visit requesting my $135 refund. I have been promised a call back from a supervisor in ***** hours each time with no response. They have even gone so far as to ask for proof that I paid the initial fee which I have done.Business Response
Date: 11/22/2024
Response attached.Customer Answer
Date: 11/25/2024
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. In fact, as of Friday, it has been resolved.
Sincerely,
********* ****-*******Initial Complaint
Date:11/20/2024
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 urgent care on 09/01/24 to be seen. I was told they could not verify my insurance and I would have to pay $40 instead of my $10 copay but to call the billing office when they opened on Monday and when my insurance was verified they would refund the $30. I called on 09/03/24, again on 11/1124, and I sent an email on 11/19/24. I have not been refunded my $30.Business Response
Date: 11/25/2024
Response attached.Initial Complaint
Date:11/19/2024
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 6/27, I visited this location to check and treat a sinus infection. My insurance card says my copay is $75 so i paid it. I usually never have a problem getting reimbursed for overpayments from other medical offices, so I paid. The next week, I get my Explanation of benefits, and it says my total is $215.73 and that my employer funded *** paid for it. on July 24th, I received a bill in the mail for $140.73 and it was already taken out of my account without my permission. So at this point, I have an overpayment of $215.73. I contacted the business on three different occasions requesting a refund. Supposidly the refund was requested but nothing has been recieved. I would like this business to redund me $215.73 as they were overpaid for almost four months.Business Response
Date: 11/22/2024
Response attached.Customer Answer
Date: 11/28/2024
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:11/19/2024
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 am being billed for another person's visit. I have not been to WellNow, and I live 700+ miles away, so the bill cannot possibly be mine. I have called numerous times and WellNow refuses to remove the bill from my name, or charge the actual patient, without the patient's consent (which I obviously do not have as I have no relation to the patient). They said I am a guarantor but also said the patient is an adult; how can both of those statements possibly be true? Why wouldn't you bill that adult patient for those services? The fact I can incur a random bill from a state I am not in, for a person I have no relationship to, is wild. I have spent over 6 hours on calls with WellNow to get this resolved to no avail. The want me to find the patient, and get authorization from the patient, to bill them instead of me. What?Business Response
Date: 11/21/2024
Response attached.Customer Answer
Date: 11/22/2024
Complaint: 22578759
I am rejecting this response because: they have not reached out to me directly at any point.
Sincerely,
May *******Business Response
Date: 11/25/2024
This complaint is under review.Initial Complaint
Date:11/17/2024
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.
I was treated for a medical condition on May 28, 2024 at the WellNow facility located in ***********, **. I was required to pay $261.05 up front even though I had health insurance. The WellNow administration people never submitted the bill to my insurance company until I called them prompting them to do so. Subsequently my insurance company paid the bill on July 18, 2024. I waited 30 days expecting a refund of my original payment, when I was not reimbursed I contacted their billing offices on August 20th and then again on September 24, both times I was informed that it would take 30 days to process. I called again on November 1, and was told that the request had been processed on September 12, 2024 but had not yet been mailed, when I inquired why they could not give me an answer. At that point I informed the customer service representative that if i owed them money in excess of 120 days they would send me to collections, I stated that if I did not have a check in my hands in 5 business days (Nov 8) I was contacting the BBB and the NYS Attorney Generals office. Today is Nov 17 and I still have not been reimbursed. My Account # *******Business Response
Date: 11/19/2024
Response attached.Initial Complaint
Date:11/16/2024
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.
On August 22nd, Wellnow Urgent Care charged my credit card ******. I was told that I signed a waiver saying they could charge my credit card (which has never happened before and that is where I bring my kids when they are sick). I had only received the statement one week prior on August 15th. They didnt submit the visit through insurance. So I called and explained and they said they would submit it through insurance and I would receive a refund within 60 days. Fast forward to the end of October and I called back. They informed me it was going to be issued that day. I waited a week and still nothing. I called back a week later and the person said it was still waiting for approval. So Im wondering why it has taken this long to get a refund for their error of not submitting it through insurance. It is hard to get through to them on the phone and each time they say it will be coming. We are going on three months now.Business Response
Date: 11/19/2024
Response attached.Customer Answer
Date: 11/20/2024
Complaint: 22566962
I am rejecting this response because the company said they would reach out to me directly. But I have reached out to WellNow multiple times without getting this issue resolved.
Sincerely,
****** ********Business Response
Date: 11/21/2024
This complaint is under review.Customer Answer
Date: 11/22/2024
Complaint: 22566962
I am rejecting this response because: they say they take every complaint seriously but have not reached out to me personally to take care of the issue. They can reach me at **************. This is frustrating that they say they want to settle this but havent made efforts on their end to make this right.
Sincerely,
****** ********Business Response
Date: 11/27/2024
This patient was called on 11/25 to advise that her refund was issued.Initial Complaint
Date:11/15/2024
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.
The company deducted $230 dollars from my account on 10/24/2024. We had not visited the company that day. When I called they were unable to locate the charge on any of our accounts and none of the accounts would have required that payment. They gave me an email address and I sent the last four of the card charged along with a bank statement, as requested. However they still have not contacted me back. When I attempted to contact them by phone again, I went to voicemail. Despite leaving a message stating the issue and with my name and number they have not called me back.Business Response
Date: 11/19/2024
Response attached.
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.