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

  3921 Harlem Rd Amherst, NY 14226

• 

  WellNow Urgent Care

  271 Grant Ave Auburn, NY 13021

• 

  WellNow Urgent Care

  4189 Veterans Memorial Dr Batavia, NY 14020

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:07/06/2024

  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.

  On July 4 at 740 pm I was turned away because they supposedly had a previous walk in emergency which I don't feel was true. Then July 5 my girlfriend stepped on a nail, she made an appointment for an hour and 20 minutes before they close but when she got there they also turned her away. On July 6 after she made a new appointment they did let her in but when she asked questions about her care she was told "because I'm the provider and I say so".

  

  Business Response

  Date: 07/08/2024

  Response attached.

• Initial Complaint

  Date:07/05/2024

  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 6/3/2023 my husband received treatment from Wellnow. We received a statement 7/5/2023 for $230. I went online to pay the bill and saw there was an automatic payment plan available and clicked on that option. It would break it up into 4 monthly payments of $53.94. So first payment was 8/8/23 and the second was 9/9/23. However that was the first issue, the payment plan I had set up on the website didnt seem to pull the second month. 9/2/23 my husband started receiving notices from Wellnow threatening to send over the remaining balance to collections, even though we were paying on it! Also sending him several text messages stating the same.I reached out via email 9/9/23 and wasnt told until 11/9/23 that they apparently couldnt talk to me due to HIPPA even though he has given permission several times for them to speak to me and signed a release when he originally went in. We eventually received an undated letter from Wellnow stating Immediate Action Required. It was giving us the option to pay the complete balance off at a 15% discount. Also stating if they did not hear from us within 30 days the account would be sent to collections. We immediately called to address the issue and were then told the letter was a mistake. At least the part about paying the debt off. Our account was sent to collections even though we tried numerous times to reach out and communicate with them to understand what exactly was going on with their billing system. I have tried once more today and I am told since its gone to a collection agency they can not help me. I have used Wellnow in the past and never had an issue with billing and this is just outrageous. Threats 3 months after date of service and after getting 2 payments?! I can assure you they have not tried to resolve anything, just been more and more aggressive.

  

  Business Response

  Date: 07/09/2024

  Response attached.

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21946672
  
  I am rejecting this response because:
  We have tried numerous times to communicate with Wellnow and they have been unresponsive, which is why the complaint was initially filed. They did reach out this morning to my husband, and left a voicemail.  But until actual contact is made and it is resolved I do not feel comfortable closing this and wish to keep this open. 
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/15/2024

  The office has been trying to reach you. Please call ************** for further assistance.

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21946672
  
  I am rejecting this response because:
  We reached out to the office today and the response we received was that it was handed over to a collection company, there is nothing further that Wellnow can do to assist us. It was handed over to collections due to miscommunication, long response time on Wellnows behalf, undated letters being sent out and when we responded we are told to disregard as the letter was void and a mistake as it should not have been sent out etc.  Everything listed in original complaint.  This is exactly the response I got when trying to address this before filing the BBB complaint.  So nothing is trying to be fixed whatsoever.  

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

• Initial Complaint

  Date:07/05/2024

  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 visited Well Now in March 2024 without insurance, I paid $165 up front. In July 2024, I was sent an invoice for $150 which my wife tried to pay online. Her FSA card was declined and somehow our debit card was charged the $150. She saw the decline notice and didn't realize a payment went through and sent in a check for the $150. A few days later she noticed the charge on our bank account and called to find out we should have never received the invoice to begin with. My wife disputed the charge with our bank and we have been refunded the money provisionally. She was told by WellNow that the checks mailed in were not a problem, as the account was $0 and they would not be cashed. They were cashed. She called again on 7/5 and was advised a refund would be issued for the checks that were cashed.My issue is why were we invoice for an additional $150 in the first place? They knew before check-in there was no insurance, which they ran anyway. When they received a denial from insurance they charged me the $150. Insurance should never have been billed and I should not have been sent a bill for an additional $150. The invoice even threatens debt collection if not paid. This is wrong and I fear that some people would not catch this, especially given the fact that it was months since the visit.My goal is to prevent this from happening to someone else. This is wrong and predatory.At this point, I need them to cooperate with M&T for the chargeback of $150 and refund the $150 in check payments.

  

  Business Response

  Date: 07/08/2024

  Response attached.

• Initial Complaint

  Date:07/02/2024

  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.

  They said they never received the $29,00. For the last 6 months I have sent several proofs of payment by email and called over 50 times to no one ever calling me back.My insurance company called a total of 4 times and they said they would apply the payment and never did. I received a bill this weekend again.

  

  Business Response

  Date: 07/02/2024

  Response attached.

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 21927537
  
  I am rejecting this response because: I did ask to keep this case open.
  I was told that wellnow would contact me, she did and said she would call back and never did.
  I received another invoice, yesterday stating I owe $29.00, proof of payment was included in previous emails.
  This has been going on since January nothing has changed.
  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/30/2024

  ******** called the patient on 7/3/24 regarding her payment:

  "called pt to advise I have escalated new proof of payment to mangers also advised I placed the account on a ****** courtesy hold (perJB) advised pt as soon as we have response on new proof of payment sent I will call her back. pt stated as long as she has written proof this has posted she will back off the BBB complaint we will need to send an itemized statement once completed. Pt was very happy with my phone call and the steps that are now being taken on this issue."

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 21927537
  
  I am rejecting this response because>

  I just received another invoice. She stated the account was on hold for 30 days and that did not stop another invoice.

  I have sent and called numerous times with the proof of payment. No reply. She stated she would call me back on July 3, 2024 have not heard from her.....
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/01/2024

  ******** called the patient on 7/3/24 regarding her payment:
  "called pt to advise I have escalated new proof of payment to mangers also advised I placed the account on a ****** courtesy hold (perJB) advised pt as soon as we have response on new proof of payment sent I will call her back. pt stated as long as she has written proof this has posted she will back off the BBB complaint we will need to send an itemized statement once completed. Pt was very happy with my phone call and the steps that are now being taken on this issue."

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 21927537
  
  I am rejecting this response because: This has been paid see previously attached proof of payments. I have been getting the runaround for far to long. This needs to be marked paid and closed.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/01/2024

  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 went in for ear pain on 11/4/23 and the doctor told me if it didn't get better to come back. When my ears didn't get better, I called on 11/9/23 and the receptionist told me it would be free of charge to come back in. I came back in and was not informed at all during my visit that the appointment would not be free. I was then charged for both visits, and paid the first but not the second since the receptionist said it would be free. I called both the WellNow receptionist and billing agency multiple times to clear the charge and the billing agency told me that I had a note in my file stating that the appointment should have been free, but the receptionist did not complete the necessary paper work. I was told that they would correct my account. My mom spoke with ****** (the office manager) on May 31st because I was turned over to a collection agency, and ****** (the office manager) told my mom that she would follow up with me Monday, June 3rd in order to resolve my account. It has now been a month and both my mom and I have emailed ****** multiple times in the past month and none of our emails have been answered. On June 16th my mom emailed ****** that if my account was not corrected by June 20th, we would be filing a report with the Better Business Bureau. It is now July 1st, and we still have received no communication from WellNow.

  

  Business Response

  Date: 07/05/2024

  Response attached.

  Customer Answer

  Date: 07/14/2024

   
  Complaint: 21929611
  
  I am rejecting this response because: WellNow's billing agency contacted me but was not able to provide any answers on why I was still being charged despite being told the visit would be free. They also just redirected me to the collection agency, who also did not have the answer to why I was continuing to be billed. WellNow's *********** location has made no attempt to contact me still, despite the billing agency telling me multiple times that the only way my bill could be resolved is if the Bloomington location's staff were to contact me and submit paperwork stating I was incorrectly charged.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/15/2024

  This patient has called back 07/09/2024 and spoke with an agent who advised her that she must contact ********. Patient understood and will follow up with ******** as we no longer own this debt

• Initial Complaint

  Date:07/01/2024

  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 made an appointment with ************************* in ******** for March 27, 2024. The woman at the desk told me that I had to pay $50. I told her that I met everything and that my insurance covers 100%. She told me that I had to pay the $50 or not be seen. I did. On April 4, I received and EOB from BCBS stating that I owed nothing. On April 10, Physicians received their EOB and their check. This stated that I owed nothing. I have in contact with them multiple times regarding my $50 refund. They have acknowledged that I am due the refund. I have been told that one woman could write the check. I would have it in 7 to 10 business days. Did not happen. I was told they are still processing it. I then was told over two weeks ago that they had cut the check 2 days prior and I would have it in 7 to 10 business days. I have escalated this many times. Today, July 1, 2024, I spoke to a gentleman who told me that the paperwork was in accounting. The check has not been written and their was no way that I could talk to accounting because they don't take phone calls. He could not get a supervisor for me to talk to as no one was available. PLEASE, PLEASE get me my $50 returned and now with interest or overnighted since it has been over 3 months and they have my money. *********************** - Birthdate 12/16/1960.

  

  Business Response

  Date: 07/05/2024

  Response attached.

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21927990
  
  I am rejecting this response because:  Well Now did contact me via telephone.  The woman stated that they have issued  check and it will be mailed.  However, given their history, I will not be satisfied until I have a check in hand.  I do not trust this company given the multiple phone calls that I have made and allegedly their escalation however, no check yet.  Thank you so much for assisting me with this matter.

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

  

  Business Response

  Date: 07/08/2024

  ******** has been working diligently on this account for the patient. ******** contacted the patient and advised the patient that her refund check was mailed to her mailing address on file, and she would be receiving that within 7-10 business days. The patient was happy with the outcome. 
  

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21927990
  
  I am rejecting this response because:
  I did reply.  I said I was not satisfied and was awaiting the check.
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/17/2024

  ******** has been working diligently on this account for the patient. ******** contacted the patient and advised the patient that her refund check was mailed to her mailing address on file, and she would be receiving that within 7-10 business days. The patient was happy with the outcome. 

• Initial Complaint

  Date:06/29/2024

  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.

  Charged 214. 50 for a visit on 6/14/24 at the ******** location fraudulently when front office told me they didnt take my insurance. My insurance, as I found out later from wellnows billing office, should have been run and in fact they are in net work with my insurance. Have contacted billing and ************************ supervisor at the location for my complaint but have been ignored. DOH has been contacted as well.

  

  Business Response

  Date: 07/01/2024

  Response attached.

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21919631
  
  I

  I  rejecting this response because you didn't address the issue at all.  I'm still out of ****** and I also recieved a letter today from my insurance company stating you didn't even submit the claim correctly in the first place. DOH is now involved as well.
  
  Sincerely,
  
  ***********************************

  **********

  

  Business Response

  Date: 07/02/2024

  This complaint is under review.

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21919631
  
  I am rejecting this response because no contacted has been made by the business to resolve the matter. ******* never contacted me. 
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 07/02/2024

  ******* will not be contacting you. The office has already reached out to you.

• Initial Complaint

  Date:06/28/2024

  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 2/4/23 after calling many urgent care clinics to make sure they accepted my insurance and verifying with my insurance company that they were in network I visited ************************* on **************. I got an eye exam, 3-4 staples, and a tetanus shot for a bleeding head. I paid my $60 copay (stated on my insurance card) and left. Flash forward to the third week of April 2024, I got a bill in the mail from Physicians (I had not been contacted by them prior) saying I owed $567.50 and theyd send my account to collections if I didnt pay it. I immediately called to pay over the phone but they said they'd already sent it to collections despite the due date being about a week away on 4/29/24. I called my insurance, they confirmed the urgent care was in network and my treatment was covered, but there was a miscommunication where they werent showing as in network at first and my claim was initially denied, but upon review that decision was reversed. On 6/3/24 my insurance issued a check (#**********) to Physicians for $128.47 (their negotiated payment). I've tried to get Physicians to take back my account from collections (which they're able to do, according to the collections agency) and accept the payment they would have received had there not been a miscommunication, but they have been reluctant to do so. Meanwhile, the collections agency requires the full amount ($627.50) be paid (which for some reason includes my $60 copay), not the lower negotiated amount my insurance company agreed to pay the clinic, so if Physicians doesn't accept payment from my insurance I'll still owe the difference to the collections agency. I shouldn't have to pay for a miscommunication between my insurance and the urgent care. I did nothing wrong. On top of this, after my account fully transferred to collections, I received another bill dated 6/10/24 from Physicians for the $60 copay which I already paid in office--for debt they don't even own anymore as it's not in their system.

  

  Business Response

  Date: 07/01/2024

  Response attached.

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21916926
  
  I am rejecting this response because:

  I have received a voicemail response from someone named ***** who I have spoken with once before and who submitted my case to the higher-*** at the Well Now urgent care team stating that they will not help me because they no longer own the debt and that I will have to deal with the collections agency (******** / ***************** Services) to solve this issue.

  As I already indicated, the collections agency is seeking a higher payment ($567.50) than the negotiated price between my insurance company and the urgent care facility ($128.47 plus my $60 copay), leaving a difference of $439.03, meaning I would have to be hundreds of dollars out of pocket for something that is entirely not my fault and for an amount higher than my insurance card and coverage states I am obligated to pay.

  My insurance card specifically says there is a $60 copay for in network urgent care visits. I verified that the treatment I received was also in network as well as the facility. There is no legal grounding to charge me more money than I am obligated by my insurance company to pay for covered treatments at an in-network facility. It is not my fault there was a miscommunication between my the urgent care and my insurance company. It is not my fault I was only made aware of this miscommunication and unpaid debt over a year after this miscommunication occurred. It is not my fault that the bill I received for this debt was sent AFTER my account was already sent to collections, leaving me with no options to remedy the situation with the urgent care themselves. 

  The simplest solution to this problem would be to "recall" (this is the term they use for taking back ownership of an account) my account from the collections agency (as they have stated is possible and happens from time to time), accept the check for $128.47 issued on 6/3/24 (check #**********) by my insurance company to pay the agreed and negotiated price that would have been paid originally had the miscommunication between the urgent care and my insurance company not happened, and we would be done with this whole thing.

  I am at a loss for why this needs to be made more complicated than it is. I did absolutely nothing wrong.

  I will be filing a complaint with the ******************* of ************************************* under the No Surprises Act which carries a $10,000 fine against Well Now / ************************* if this issue isn't satisfactorily resolved by mediation provided by the BBB. I would prefer not to escalate this further, as there is still time for Well Now to correct their mistake, however, if they continue to refuse to do the right and legal thing I will be left with no other choice but to pursue this as far as the law allows.

  Further, if I wind up having to pay the collections agency to avoid the debt affecting my credit, I will be forced to ************ / ************************* in small claims court not only for the amount I would have to pay out of pocket to avoid my credit from being negatively impacted, but also for the damages caused to me as far as the time and energy I have spent on the phone and computer dealing with solving this issue, as well as the negative physical and psychological effects that dealing with this ordeal has had on my health, which have already been documented by my primary care doctor.

  In addition, Well Now / ************************* has still said nothing about sending me a bill for the $60 copay I already paid in office at the time of treatment for debt they no longer own. Either there are some serious clerical problems in the Well Now / ************************* team or there are shenanigans going on to s**** over patients to make a few extra bucks, or both.

  I strongly urge Well Now to do the right thing, the legal thing, and recall my account, accept payment from my insurance company, and we can put this ordeal behind us once and for all.

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

  

  Business Response

  Date: 07/03/2024

  We have notified the patient that the patient is with ******** and must contact ******** to assist as we no longer own this debt.

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21916926
  
  I am rejecting this response because:

  I feel like I'm losing my mind over this. This has taken such a toll on my mental health I am having panic attacks, chest tightness, I've seen my doctor about it. This ordeal is causing me psychological and physiological pain and suffering. 

  I feel like I'm in a Kafkaesque nightmare and I can't speak to anyone who can actually help me and everyone keeps referring me to someone else and no one wants to actually help me themselves so I'm just running around in circles. I swear I feel like I'm losing my mind. I'm sobbing writing this. I have been hysterical on the phone literally BEGGING the person on the other line at ************************** to transfer me to ******* (the person who responded to this complaint with a generic response). The representative (not ******* -- she's up in a tower somewhere, completely intangible, impossible to make contact with her) kept saying she could connect me with ******** because they don't own the debt anymore so I have to deal with them. 

  Physician's / Well Now only refers me to Pendric / Phoenix that's literally all they do. They say over and over and over that I need to take it up with ******** because they don't own the debt anymore. ******** / ******* says that they can't help me either because no matter what they need to collect the debt because they paid Physicians / Well Now for the debt and they need to recoup their expense that's how debt collection works. The collections agency as far as I can tell has done absolutely nothing wrong and they are getting screwed in this as well.

  The collections agency has repeatedly advised me that Physicians / Well Now is able and frequently does RECALL AN ACCOUNT when errors were made, especially because I have a bill from them with a due date of 4/29/24 and I am now attaching a screenshot for the call I made to *************************** the day I received the bill in the mail (the only bill or notification I ever received from them about this issue and I called them IMMEDIATELY and this is the evidence). I called them on 4/25/24. It was a 5 minute phone call and they told me they could not accept payment as they no longer owned the debt and that it would take about 3 weeks for the account to migrate to the collections agency but that I could explain the situation to them then. That's what was said on that phone call. I was freaking out because I have never been late on a payment in my life and have an 841 credit score and would never allow things to get to this point had I known about them. Physician's /  Well Now should not have sent my bill to collections before the due date but when I called they had just sent it out a day or so prior, still before the due date on the bill. They left me with no options to make things right. I TRIED. 

  All they need to do is RECALL my account--take back ownership of the account--so they can cash the check my insurance has already sent out on 6/3/24 for the negotiated price (since insurance companies negotiate their prices, they don't pay full price). Again, the check number is #**********. I still have not received any information of acknowledgement from Physician's / Well Now regarding whether they have received or cashed the check from my insurance company. When I ask them about it they refer me to ********. That's all they ever do.

  I will state again: MY INSURANCE IS ONLY ABLE TO PAY OUT THE NEGOTIATED PRICE, WHICH IS SIGNIFICANTLY LOWER THAN THE FULL PRICE WHICH IS WHAT THE COLLECTIONS AGENCY IS REQUIRING. MY ACCOUNT SHOULD NOT HAVE GONE TO COLLECTIONS BECAUSE I STILL HAD TIME TO MAKE THINGS RIGHT BASED ON WHEN I CALLED AND THE DUE DATE LISTED ON THE ONE AND ONLY BILL I EVER RECEIVED REGARDING THIS DEBT. I LEGALLY AM ONLY OBLIGATED TO PAY MY $60 COPAY WHICH I PAID IN OFFICE ON THE DATE OF MY VISIT. ACCORDING TO MY INSURANCE I HAVE NO FURTHER OBLIGATIONS AND AM PROTECTED UNDER THE NO SURPRISES ACT. I NEED SOMEONE WITH A SOUL TO CARE ENOUGH TO DO THE RIGHT THING HERE AND WITH A BRAIN ENOUGH TO DO THE LOGICAL THING HERE. IT MAKES NO SENSE TO DRAG THIS OUT AND TURN SOMETHING THAT SHOULD BE AND COULD BE SIMPLE INTO A COMPLICATED KAFKAESQUE NIGHTMARE THAT COSTS EVERYONE INVOLVED MORE TIME AND MONEY THAN THIS DEBT IS EVEN WORTH. I'M BEGGING FOR A REASONABLE PERSON TO JUST DO THE RIGHT AND LEGAL AND JUST THING HERE. I AM LOSING MY MIND AND HAVING PANIC ATTACKS OVER THIS. I DON'T UNDERSTAND WHY THEY ARE SO STUBBORNLY UNWILLING TO RECALL MY ACCOUNT AND ACCEPT PAYMENT FROM MY INSURANCE. WHAT DID I DO TO DESERVE THIS? THEY DO IT FOR OTHER PEOPLE IN SIMILAR CASES; WHY NOT FOR ME? I DON'T UNDERSTAND WHY THEY ARE DOING THIS TO ME. I FEEL LIKE I'M GOING CRAZY. I SWEAR I FEEL LIKE I'M K, THE PROTAGONIST, IN ******* NOVEL, THE CASTLE.

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

• Initial Complaint

  Date:06/20/2024

  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.

  I went to Wellnow on Jan. 6 2023. I received a phone call from them in April 2024 saying I had a bill of $220. I told them I didn't owe a bill and had never received one. Wellnow then sold the bill in question to ***************** who started calling calling and harrassing me about the bill being in collection. On May 14th I spent many hours on the phone with Wellnow, ***************** and Aetna, my insurance carrier at the time. ***** told me and the parties in question that Wellnow had no right to submit this bill for collection as it is not a valid bill and I was not responsible for paying the bill amount because the provider did not send the claim to Aetna within the required time limit. On May 14th Aetna faxed that information to ***************** at ************, a number they got from the Better Business Bureau. I have spoken to Wellnow and given them this information. The resent letter I received June 14,2024 included a letter from ***************** saying that the document sent to them was unable to be read and the account is in active collection. Also included is a newly created bill form Wellnow dated 8/28/23 which was never created or sent before. I am including two papers I received from Aetna as verification that I am not responsible for Wellnow failing to act in a timely manner and they had no right to put it in collection. I want it taken off my credit report and the harassment to stop.

  Customer Answer

  Date: 06/20/2024

  Submitted Business Information Complaint ID: 21866081 Business Name: WellNow Urgent Care Address: 4827 Transit Road City: Lancaster State: NY Zip: 14086

  
  

  

  Business Response

  Date: 06/20/2024

  Response attached.

• Initial Complaint

  Date:06/20/2024

  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.

  In July 2022, went to well now for a Covid test, gave them my insurance information at the time of the test. My nephew didnt have insurance & was charged $150 for the same test. I got a bill in the mail for $390, when I called, the person stated that my insurance had not been billed. A while later, I received another bill for $155, I again called & was told that this was the balance that my insurance had not paid. I told her to now bill the VA as I am a veteran with 80% service connected disability. Never heard anything again until yesterday when I got a call from a Mosaic network collection agency! I think if it had been a legitimate bill, I would have received something in the mail or some other attempt at communication prior to this being submitted to collections!

  

  Business Response

  Date: 06/20/2024

  Response attached.