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
- 546 total complaints in the last 3 years.
- 291 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:09/11/2024
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 got a letter from ******************************************** stating I owed $50 to WellNow from a service date of 7/24/23. I have two insurances and it was never submitted to my secondary insurance. I also never received a bill from WellNow despite stating they sent it to me. I tried to get it resubmitted but to no avail as the year is up to claim. This has also happened to my mother-in-law being submitted to a collection agency after also never receiving a bill (for $10). I have always paid my bills and this is very upsetting. This should not be held against my credit score as this is WellNows mistake.
Business Response
Date: 09/13/2024
Response attached.Initial Complaint
Date:09/07/2024
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.
Complaint: 22254066
I am rejecting this response because I have not yet heard from anyone from WellNow regarding the said complaint.
Sincerely,
******* ****Business Response
Date: 09/08/2024
Response attached.Business Response
Date: 09/10/2024
This complaint is under review.Customer Answer
Date: 09/11/2024
Complaint: 22254066
I am rejecting this response because I have still not heard back from WellNow.I did receive an email with a phone number to call. I have left two different messages with Paittan M, Patient Support Supervisor at extension ******. Still no return response.
Sincerely,
******* ****Business Response
Date: 09/12/2024
This complaint is under review.Customer Answer
Date: 09/16/2024
Complaint: 22254066
I am rejecting this response because I have still not heard back from the organization regarding my refund status. I have tried calling numerous times leaving many messages.
Sincerely,
******* ****Business Response
Date: 09/17/2024
The office has called on 9/10 & 9/12 with a voicemail left each time and emailed on 9/11. If you are having trouble getting in touch with each other, please email Paittan at ****************************************** to try to set up a time that works for both of you for a phone call.Customer Answer
Date: 09/18/2024
Complaint: 22254066
I am rejecting this response because I have tried to get further clarification via email on two separate occasions but have not been given any specifics except it has been escalated to the refund department. In addition, I have left numerous messages on 9/7, 9/9, 9/11/ 9/13, and two attempts on 9/16. However, I have received this response for two months now. I have also been told for two months now that the refund department will mail out my check on Monday. However, MANY Mondays have passed. Please find attached two separate emails I have sent to get further explanation on when my refund will be mailed. I would like to be notified via email since phone communication has not been successful.
Sincerely,
******* ****Business Response
Date: 09/23/2024
This case is being reviewed! Please allow more time!!!Initial Complaint
Date:09/04/2024
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.
Complaint: 22238413
I am rejecting this response because: until I receive response form business Im not accepting.
Sincerely,
*******************Business Response
Date: 09/04/2024
Response attached.Business Response
Date: 09/05/2024
Response from WellNow: "******************* asked us to issue a stop payment for her refund check from her Daughter DOS due to not getting the refund check, we verified it wasn't cashed, so we did re-issue this and then she received both and cashed both. Her complaint at that point was then the one check bounced, the "stop pay" (as it rightfully would) because it's considered a dead check. She knew she was not allowed to cash it and which ck # was a live ck #. She then wanted us to pay her the $15.00 fee for this, which we do not do. She also tried to file fraud forms with us at one point stating she didn't endorse one of her checks. I'm not sure there is anything else that we can do for this patient."Customer Answer
Date: 09/05/2024
Complaint: 22238413
I am rejecting this response because:I am to get 2 refunds from company. They stated they were placing stop payment as the check wa issued and mailed to ******* and they would remail to my address. Both checks received had my address therefore I deposited both as they both had my address. I assumed this was correcting the check they claimed they mailed to wrong address. I deposited both and because they stopped payment I was charged a fee. Still havent received correct replacement check to date, instead received a bounce check fee from my bank of 15.00
Sincerely,
*******************Initial Complaint
Date:08/29/2024
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.
Complaint: 22216158
I am rejecting this response because: The letter sent by WellNow said that they would contact us directly. We have heard nothing from them. Letter was dated 9/03/2024 We in the other hand have tried contacting them with no resolution or response.
a reimbursement and was told a check would be cut yet again.8-22-24 Still no check. I was then told that they were waiting for an explanation of benefits from my insurance **mpany, and when I pressed them on the significance of that they told me the check was cut on 8-12-24 because that's when the **mpany cuts and sends out checks and I would have it in again 7-10 business days.8-29-24 I called again, still no check and I am now being told that it's pending. At least I was actually told the truth this time. I demanded for the 3rd time to talk to a supervisor that again was unavailable. I was told that an email was sent to the supervisor and to expect a call, for the 3rd time in 2 months. I have been lied to at every turn. This is egregious and quite frankly will cause me, my family and friends to not visit our local WellNow urgent care. Which is incredibly sad because we get good medical care there.
Sincerely,
************Business Response
Date: 09/03/2024
Response attached.Business Response
Date: 09/10/2024
This complaint is under review.Initial Complaint
Date:08/28/2024
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.
My complaint is against WellNow Urgent Care, ************ IN. Yesterday (8/27/24) I made an appointment for the following day (8/28/24) at 10:00am. After driving 51 miles I arrived to find the business closed. Parking lot was empty except for a WellNow Urgent Care company. The open sign was off and no one was inside. I returned to my vehicle and proceeded to call WellNow Urgent care only to be put on hold for an extended time only to be told that due to heavy call volume I needed to call back later. Very frustrating! I had to scramble to make another appt somewhere else. I drove 102 miles round trip. I would like to be reimbursed for my mileage or gas (approximately 5.36 gallons). They had my phone number so they could have called me and I would not have taken the trip.I would appreciate any assistance you can give me with this.Business Response
Date: 09/03/2024
Response attached.Initial Complaint
Date:08/28/2024
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.
Complaint: 22207350
I am rejecting this response because:
Sincerely,
*************************Business Response
Date: 08/30/2024
Response attached.Customer Answer
Date: 09/06/2024
Wellnow keeps telling me to wait for a check in the mail that was supposedly mailed out on July 25th 2024. It is going over 8 weeks and I haven't received the money they over charged my account. It's ridiculous that I have to spend so much time to correct their error.Business Response
Date: 09/09/2024
The patient was called on 9/6/24 and informed that a refund check was sent prior that she did not receive. This was stopped and reissued, so a new refund check is being mailed ASAP.Initial Complaint
Date:08/26/2024
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.
In January of 2024, I visited a WellNow and didn't realize at the time that I had my old insurance on file. I visited again in May of 2024 and paid out of pocket ******. At the time, I must have signed something that stated that they reserve the right to take money owed at any time from the card that they had on file from the visit in May when I paid out of pocket. I received nothing in the mail, nothing in a text or email, no phone calls, nothing. Then one random Saturday 8 months later they decided to just take it out of my bank account with no warning. Then, I attempted to call to see if I can get it returned and get on a payment plan rather than them just taking out my car payment for that month with no warning whatsoever, they refused to transfer me to a supervisor, and all they did was send me what a signed back in May. This is a HORRIBLE business practice. I have never, in my life, heard of a company just taking money a person owed without getting a verbal authorization, but because I, like so many others, was needing to be seen by a doctor, and didn't read the fine print. This should be illegal. This place does not care about the well being of patients. They literally only care about money money money. I have made payment plans with many companies and have never just had someone completely drain my bank account because they wanted money. Horrible business practice, a contract like that shouldn't even be legal. To just take money out of someone's account unauthorized, and hiding behind some contract that someone signs when they're waiting to be seen by a doctor. Whoever created that contract should be ashamed of themselves.Business Response
Date: 08/28/2024
Response attached.Initial Complaint
Date:08/13/2024
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.
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,
*****************call back to check and am told I have a check coming and again will take several weeks. No check arrived but i did get a new bill for $14.25 so I call them again and am told they changed me to private pay and they will have a supervisor call me again almost 2 weeks and no call. This has been going on for months and I would like to get it resolved.Business Response
Date: 08/16/2024
Response attached.Initial Complaint
Date:08/08/2024
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.
Business did not **** ***************** but another ******** and sent me a **** for ****** for a 15 minute visit for an infected gum. Promptly notified them of the error. Said they corrected it to **** ***************** in Jan of 2024. Gor **** on 8/8/24 demanding payment. when I called they said they got NO RESPONSE from my ******** and it was my responsibility if the **** was not paid when they submitted it a "second time." Did not see the visit on my ******** at all.!!!Business Response
Date: 08/13/2024
Response attached.
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