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

  1438 Western Ave Albany, NY 12203

• 

  WellNow Urgent Care

  3800 W Genesee St Syracuse, NY 13219

• 

  WellNow Urgent Care

  288 Eastern Blvd Canandaigua, NY 14424

• 

  WellNow Urgent Care

  18 Courtney Dr Fairport, NY 14450

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:06/10/2025

  Type:Customer Service 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.

  We went to Well Now 4/3 and I informed them our insurance information was on file. My spouse is retired military and we use *******. I have an expired military ID and no insurance card, but have never had to provide updated insurance card for them to bill. They said we needed to pay $60 and when we received the bill we needed to call to get it submitted to our insurance. My Veteran spouse was on the phone with Well Now billing for 1 hour getting the run around. He was told by Well Now that ******* had to call them to confirm our daughter was on the policy. My husband provided ALL policy numbers, address of Tricare etc. He even called Tricare who explained that is not the process. He called Well Now back to give them Tricare reference number and where THEY were supposed to verify our daughter's policy. They gave him the run around and refused to get a supervisor, reporting they don't have supervisors. They refused to due their own due diligence to verify our daughter was on our policy. Nothing was fixed and this complaint WILL continue to be escalated. We will never go there again. They provide poor care and don't seem to know how to bill insurance companies. The way Well Now billing treated my 20 year Veteran husband was appalling.

  

  Business Response

  Date: 06/12/2025

  Response attached.

  Customer Answer

  Date: 06/17/2025

   
  
  Complaint: 23450761
  
  
  
  I am rejecting this response because:  The response given was generic and I was called and left a name and number to reach.  When I immediately called back and left a message it was not returned.  My spouse needed to do a 3 way call with our insurance today to remedy the situation.  
  
  
  
  Sincerely,
  
  
  
  Melissa Snyder

  

  Business Response

  Date: 06/18/2025

  This complaint is under review.

• Initial Complaint

  Date:06/10/2025

  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.

  On July 14, 2024, my wife was treated at Wellnow Urgent Care in ********, **. I submitted our insurance card at the time of the visit. Our Insurance is Highmark BC/**************************. Wellnow instead billed Highmark BC/**************************. Of course the claim was denied. We contacted billing on April 1, 2025 and explained the situation and they said they would rebill the correct insurance carrier. On April 8, 2025, without authorization, Wellnow charged our debit card in the amount of $265.00. We spoke to them upon seeing the charge and they said they would reimburse us once the correct insurance carrier paid the claim. Our insurance paid the claim on May 12, 2025. We called Wellnow on June 3, 2025 in regards to being reimbursed. First they said they credited my card for the $265 on April 28, 2025. Then they claimed a check had been sent on April 28, 2025 and had been cashed. We have carefully checked our bank records and no such credit was made nor was the check deposited. We are now at a standstill and they have still not paid us back.

  

  Business Response

  Date: 06/11/2025

  Response attached.

  Customer Answer

  Date: 06/16/2025

   
  
  Complaint: 23448004
  
  
  I am rejecting this response because:

  I replied to the business's response email and received an automated message that they do not check messages. The customer service this business has is awful. If they want me to respond to a message then should should use an email account that someone will actually read. I have spent hours on this issue and it still has not been resolved.

  
  
  Sincerely,
  
  
  
  Gregg Bleier

  

  Business Response

  Date: 06/17/2025

  The office left a voicemail on 6/15 & 6/16 then sent an email on 6/16. Please return Paittan's call.

• Initial Complaint

  Date:06/09/2025

  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.

  I called twice to dispute a charge. Both times I was told about some policy that apparently isnt available on line or for the consumer to see. I received a bill for $50 and was told I only owe $40 if I paid that in full on line. I went on line and set up the payment. WellNow Care's crooked practices however, still charged me for the $10 difference. Because I set up an on line auto payment, they took the additional $10 from me. This is dishonest and fraudulent. I paid the $40 due in good faith on line, but still they took $50 total. There was nothing that made a distinction between an on line immediate payment and online setup payment. That is what they argued with me about when I called. This is a despicable business practice and I will be sure to let all my friends and family know to avoid the WellNow Care establishment. Im very disappointed.

  

  Business Response

  Date: 06/11/2025

  Response attached.

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23444727
  
  I am rejecting this response because:
  

  The response is a standard form letter that doesnt say anything with regards to my concern. The company says they will reach out, but have not. My assumption is that the form letter is to try and delay until I give up, thus preventing action by the BBB for WellNows shady billing practices.

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

  

  Business Response

  Date: 06/13/2025

  Paittan from WellNow billing tried to reach you on 6/12/25. She left a message with her direct extension. Please return her call.

  Customer Answer

  Date: 06/16/2025

   
  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:06/04/2025

  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.

  I had been seen on 4/22/25. I submitted my new health benefits card for payment. There was a charge on 5/6/25 for this amount without ever having received a bill. I called to request a bill and I was given no indication as to what the amount of $165.73 was charged FOR as I had received no bill and no bill is in my patient ********** account shows a $0 balance as of today. I received an email that I will be charged another $165.73 in 2 days. I called the service line provided. They could not provide a bill or another reason WHY I was about to be charged. I had the amount paused with my company, but this is extremely unsettling. IF the original charge for for the initial visit, a bill should have been sent or on my account with the receipt reflecting WHAT the bill was for, it just states payment and no reason for what the payment went towards. In addition, despite my account showing at a $0 balance confirmed by their representatives, I was given another warning of being charged and no explanation of WHY this is occurring.I need an adequate explanation for these charges to my account and how my payment were applied.

  

  Business Response

  Date: 06/06/2025

  Response attached.

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23420490
  
  I am rejecting this response because: It is just an acknowledgement of the complaint. No actual information was provided by the company.
  
  Sincerely,
  
  *** ********

  

  Business Response

  Date: 06/09/2025

  The office tried to call the patient today and was unable to leave a voicemail. Please return her call.

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23420490
  
  I am rejecting this response because: Again, just a form letter being submitted. There is nothing in the letter about my case.
  
  Sincerely,
  
  *** ********

  

  Business Response

  Date: 06/12/2025

  The office called the patient on 6/9 and left a voicemail. She then called the patient and emailed her today. Please return Paittan's call/email for assistance.

  Customer Answer

  Date: 06/18/2025

   
  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:06/04/2025

  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.

  I went online to set an appointment with Wellnow in *******, ********. I chose to see a doctor. I did not want a virtual visit, which I couldve done from home. I set my appointment for 8:30 AM and arrived in plenty time. After I made my copayment, I was told they are only doing virtual visits at this location. I couldve selected a later appointment at a different location and been able to see a doctor. I said it was OK as long as I could get an anabiotic for mysinus infection. They said no problem. I saw the doctor virtually, but he was unable to look up my nose into my sinuses. He would not give me an anabiotic. He said I have not been sick long enough to give me an anabiotic. He wrote two other prescriptions. The girl in the office with me told me this is because he is reading from a book and has to follow that protocol. When I set my appointment, I selected I wanted to see a doctor. Nowhere was I ever told that I could not see a doctor at this location. The girl in the office with me told me they are only doing virtual visits as they are shorthanded. I could have gone to a different location later in the day and actually saw a Doctor *** could have looked in my nose and written me a prescription for an antibiotic. The doctor told me if Im not better by Sunday to contact them virtually and they will write me a prescription for an antibiotic. He did give me a coupon for a free virtual visit, but now I am spending money on prescriptions that most likely will not work. I then have to spend more money to get something that will actually cure me. this all couldve been avoided if their website told me there were no actual doctors in the ******* location.

  

  Business Response

  Date: 06/06/2025

  Response attached.

• Initial Complaint

  Date:06/03/2025

  Type:Customer Service 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 ******************** on April 11th after a ***, I gave them the contact info, phone number, claim number, and policy number of the car insurence for no fault 4 times. They fraudulent charged my medical insurance and keep sending a bill for the $50 co pay, they refuse to properly bill, and after 5 attempt la to contact the solution keeps getting worse. They have no idea what they are doing.

  

  Business Response

  Date: 06/05/2025

  Response attached.

  Customer Answer

  Date: 06/07/2025

   
  Complaint: 23412758
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:05/30/2025

  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.

  Total CROOKS, I am a veteran who went to this urgent care with a va approved authorization # to cover billing. Guess what...Yep I got a bill in the mail for the total amount. When i called Wellnow billing, they told me they need my social security # to submit claim! Bullsh*t, they have the auth #. Every other med facility I've been to only needed that # so this urgent care Wellnow are commiting FRAUD. Why? Is it far fetched to say if they had my ss # they will then bill the VA, get paid, then continue to bill me and since they have all pertinent identification of me complete with ss #, it makes a collections effort valid?! This is how Wellnow now treats Veterans. With all the billing complaints, against urgent care " Wellnow" needs a class action lawsuit and criminal charges

  

  Business Response

  Date: 06/02/2025

  Response attached.

• Initial Complaint

  Date:05/30/2025

  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 received a bill 6 months after the fact and had to go the urgent care again to prove it was a legitimate invoice as I had forgotten what had happened.The bill arrived with two denominations on it. One reduced if you pay in full, the second was full price. Nowhere on the invoice does it state that there is a time limitation or expiration on the reduced price option. Upon calling to pay, I was told the reduced price had expired, the week prior to my receipt of the invoice. Bait and Switch. During the recorded conversation, the agent told me they get many calls from disappointed people who wanted the reduced price but did not know of the timing as these invoices are always mailed mere days before the expiration with no explanation. The agent was audibly hushed by someone in the background and changed the direction of the conversation immediately. After paying the invoice, I then received a "FINAL NOTICE" invoice threatening my credit score as if I am a delinquent payer. The Well Now billing department is atrocious. They take over 6 months to send an invoice when I am prepared to pay day of. The billing phone number given on the invoice does not match the number found on the Well Now website so legitimacy of the invoice is suspect. When called, they cannot tell me what the invoice is for without asking for personal patient information. HIIPA I understand, but they are unable to prove their own legitimacy or phone number discrepancy without my SSN. Thanks but no thanks. The urgent care brick and mortar cannot take payment of an invoice from 6 months prior however were able to provide legitimacy of the invoice (They are fantastic people). Billing sends invoices with a reduced cost option after the date of expiration of validity, then threaten your credit score after you have jumped through all of their hoops and made payment.This is not good business practice and makes an already horrible health care system that much more difficult and frustrating to navigate.

  

  Business Response

  Date: 06/02/2025

  Response attached. 

• Initial Complaint

  Date:05/29/2025

  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.

  During my visit on May 5th, *********************************************************************************************************** 2024, even though it states on the card that the coverage started at the beginning of this year on January 1st, 2025. So I had to pay $175.00 out of pocket, and I vividly remember that this isn't the first time this has happened to me at the ******** location which its address is *************************************. I fear that the next time I will have to take other legal measures.

  

  Business Response

  Date: 06/02/2025

  Response attached.

• Initial Complaint

  Date:05/28/2025

  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.

  Went to WellNow and received statement generated on 4/17 with a 20% discount. Instead of the full $946.15, a discount of 20% was applied to $756.92 if paid in full. It said discounts are only eligible online, so I went online, but the only available option was the full statement amount of $946.15 so I sent in a check.Check was cashed and I am still being asked for the remainder. They stated via phone that the discount was only available if paid online and I explained that it only gave me the option for the full amount. They then stated that the discount was only available until 4/30 - which is stated no where on the account statement.I asked to speak to a manager which they refused and then I asked to remove the remaining from my account and they also refused.Due to the lack of 1) being able to process the discount online and 2) no where it specifying the discount was only valid until 4/30, I would like the discount honored and removed from my account.

  

  Business Response

  Date: 05/30/2025

  Response attached.

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23388265
  
  I am rejecting this response because: they replied with the same information that I received on the phone call. Due to the fact that they did not state any where that the discount was only until 4/30 AND the remittance that you would send in with the check also stated the discount amount, my payment should cover my account in full and the remainder should be cleared. Communication with them attached.

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

  

  Business Response

  Date: 06/03/2025

  This complaint is under review.

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23388265
  
  I am rejecting this response because: WellNow continues to not address the actual statements in my email or the complaint. They continue to say the same thing without addressing the fact that 1) the remittance stub that you mail in with check payment also stated the discounted amount and 2) there was no communication on promotion period anywhere online or on the statement that said payment had to be made by a certain date. Since both 1 and 2 are true and would be an internal issue with WellNow's statements, I request the remaining amount to be removed from my account. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 06/05/2025

  The office has responded to this patient advising that the statement does say the discount is only available for online payments. Please close.
  

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23388265
  
  I am rejecting this response because they still aren't addressing the actual issue and taking ownership for the lack of communication and confusing statement. Yes, the statement in one spot says online only, but then there is no where on the statement stating that there is a promotional period and it needed to be paid by 4/30. On top of that, since I could not pay the discounted amount online, the remittance stub that I sent in with the check clearly showed a balance owed of the promotional amount. I paid per the amount due on the remittance stop. How can they not honor that?
  
  Sincerely,
  
  ****** *******