Complaints
This profile includes complaints for WellNow Urgent Care's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 536 total complaints in the last 3 years.
- 285 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:05/27/2025
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.
3 visits to Wellnow in 2024. I am covered by 3 insurance policies One year later, I am inundated with calls and texts from a bill ************ insurance company says the claims were denied because the service should have been billed to ********. They told Wellnow to ************** and they did not. They did not follow up with Independent ********* bills from Wellnow were sent to **** reached out to Wellnow -- it is an overseas noisy call center. They said there is nothing they can do. They sent it to collections. Wellnow needs to rebill for the services & call off their very aggressive agents & leave this elderly disabled woman in peace.
Business Response
Date: 05/29/2025
Response attached.Customer Answer
Date: 06/05/2025
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 based on what they said to me in a phone call.I haven't had official proof that they have fixed the matter. I appreciate your rapid response to this matter. They contacted me in 24 hours even though they are not a member of BBB.
Sincerely,
******* ***********Initial Complaint
Date:05/23/2025
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.
4/17/2025 received a bill for DOS 1/30/2025 for ****** for a visit to urgent care. My bill offered a pay it in full discount 20% if pain online. No end date. No addl info. Website link not working. Called customer service. *** advised its not working bec it was for the month of April only. I noted the statement does not advise and end date. My bill was not past due. I recd my bill in the mail on 4/23/25. The *** told me he would send me a link to pay ******. That amount would be the 20% discount price. Call recorded. The link he sent i have saved. Today i received a balance bill with acct past due notification of *****. I called member service and i was told there is nothing they can do. No manager. I cannot escalate or appeal the issue. He advised the member service *** 5/1 should not have told me that. I work for an insurance company. I will never go to wellnow for any issues in the future. They are scamming people. I know my rights. I will notify my local congressman and every patient i see.Business Response
Date: 05/27/2025
Response attached.Initial Complaint
Date:05/22/2025
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 November 7, 2024, I went to WellNow Urgent Care on ************************** for left wrist pain. Upon registering, I was informed of an issue they were having with ***************************** I was told their computer was not accepting ** at the time and since I had ******** secondary, I could pay the $40.00 copy and the billing department would correct it and reimburse me. As of today and approximately 10 phone calls, I have not been reimbursed. Through these calls I was told by some they would email the department and they will reimburse me immediately, I was given absolutely no help hanging up on them, and other times asking to speak to a supervisor only to be told there wasn't one and one time being told they would have a supervisor call me back. I have never received a call back.Business Response
Date: 05/27/2025
Response attached.Customer Answer
Date: 06/05/2025
Complaint: 23365798
I am rejecting this response because:
As of last week I heard from WellNow. They confirmed I was entitled to the refund, but haven't received anything as of yet.
*** M McCanna
Sincerely,
*** *******Business Response
Date: 06/06/2025
The office spoke with the patient directly on 5/28/25 to explain her EOB.Initial Complaint
Date:05/22/2025
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 went to a WellNow facility on March 30, 2025. I've gone many times before, like usual i pay my copay at the time of the visit. I put my card in the portal because I thought it would make things simpler but they charged my card they said it was an "auto payment" $156, I called last month to dispute it, they said it takes up to 45 days. So now I get another ****, saying it's past due, so they are are trying to charge me a total of $230. Nothing in my insurance has changed, they have paid the claim, and I have never previously gotten a **** before, I've called twice and all they do is repeat what the **** says and provide no help, they claim no supervisor is available to speak to either.Customer Answer
Date: 05/22/2025
AttachedBusiness Response
Date: 05/23/2025
Response attached.Customer Answer
Date: 05/29/2025
Complaint: 23364027
I am rejecting this response because:They told me on Tuesday, that they had refunded me the day prior (Monday) it might take a day or two for it to show through. It is the 7th day that i had to respond by and I still do not have the money in my account. If the money goes in i am fine with their response, however at this point in time which was my last day to let you know, i have not received the money.
Sincerely,
******* *****Business Response
Date: 05/30/2025
Please allow additional time.Customer Answer
Date: 06/04/2025
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:05/21/2025
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 3/27 I went to WellNow, ************. After being seen, I stopped by the receptionist and asked if I needed to pay. She stated I was all set. On 5/7 I received a statement dated 4/30 for $40 from WellNow. There was verbiage stating I was eligible for a 20% discount , pay in full discount, discounts available online only. I attempted to pay the bill that evening, when I signed in online, the statement balance showed $50, not showing the $40 option to pay anywhere. I called the next day, spoke with ****, he apologized and advised he would have billing corrected and send a new statement for the $40 via email. The next week I called to inquire as I had not received corrected statement. The new CS *** was very **** and stated this was a promo that ended on 4/30. I tried to explain the statement was dated 4/30 with the promo amount, how could I pay it since I received it on 5/7. He stated there was nothing he could do and told me NO when I asked to speak with a supervisor. He also stated he could not give me a resolution email address. I called a couple more times to reach a new *** or supervisor to which I was given the same speech. I understand it's not a lot of money, but the principal and ethics of the situation as well as the lack of problem resolution options. They are now calling me for payment.Customer Answer
Date: 06/02/2025
Attached is the ***** form as requested. Please advise if additional information is needed.
thank you.
***** ******
Business Response
Date: 06/03/2025
Response attached.Customer Answer
Date: 06/04/2025
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:05/18/2025
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 had 2 appointments: Nov 2024 and Jan 2025. I did not receive my first bill until March 2025, and it contained both visits. My insurance *** said that patient does not owe for Nov visit and that it must be resubmitted. I called WellNow and was told that they would resubmit, but not to pay for either visit as they could not be positive which visit the payment would go to. They specifically mentioned that it would not go to collections. I later received another identical statement; I called again and was told the same thing. In April 2025 I received a statement for the Jan visit only, which I paid in full. In May 2025, I received another statement for both visits. The Nov visit had been resubmitted to insurance and was corrected; I am fine with paying it. However, there is now a new $76.40 for the Jan visit, which I paid in full per the last statement. This statement additionally says that I will be sent to collections, yet this is the first corrected statement I have ever received for the Nov **************************************************** to plan the payment have failed, which is untrue as I have had to call them every time (and have had to log into my account to find the statements).Business Response
Date: 05/20/2025
Response attached.Initial Complaint
Date:05/16/2025
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.
All necessary insurance information has been submitted. Our primary ins. (Blu Cross-Blub Shield) has requested statements from Wellnow 3 to 4 weeks ago for 07/07/24 and 11/10/24 and still waiting. They will issue an *** to be submitted to ********. I understand Blu Cross-Blu Shield was not primary at that time because of contract negotiations. ******** needs an explanation of benefits to process your statements. We are trying to make a good faith effort to resolve this problem for over 5 months.Business Response
Date: 05/19/2025
Response attached.Initial Complaint
Date:05/13/2025
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 daughter and I both visited Wellnow 6/8/24. Apparently there was an issue with the bill on their end. I have had my *** from my insurance since a few weeks after my visit. I have called 3 times for the past year to try to get a bill from Wellnow so I can pay. Here we are almost an entire year later and still no bill. I had to tell the person AGAIN today 5/13/25 that they have a the **** I got the same run around that this had to be "reviewed" I am literally begging for my bill and my daughters **** and cant get one. We are moving and I wanted this straighten out and I am sick of calling and wasting my time to try to figure this out. At this point they should void my bills for the lack of help over the last year.Business Response
Date: 05/14/2025
Response attached.Customer Answer
Date: 05/19/2025
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:05/12/2025
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 have received a bill from them and have been making monthly payments. All of the sudden I received a text message from collection agency stating that I have been sent to collection. I called billing and was told that the monthly payments that o have been making is different bill from the one that has been sent to collection. I have never received I different bill and was sent to collection. Not a message or mail nothing. Otherwise I would have made a monthly payment like o do with my other bills. Called physican immediate care they said there is nothing that they could do I need to contact the collection agency. Called them they said I need to call the immediate care. I have been going back and forth but no resultsBusiness Response
Date: 05/14/2025
Response attached.Customer Answer
Date: 05/15/2025
Complaint: 23320196
I am rejecting this response because:I was making monthly payments. I was not informed that monthly payments are not enough for them. I was sent to collection in the amount of $10 as well. Another bill ** I have known about it for sure I was able to pay that bill. I have never seen that bill. Did not even know it existed until collection agency contacted me. A letter informing me that monthly payments are not good enough for them would be appreciated.
Sincerely,
***** *****Business Response
Date: 05/16/2025
The office tried to call ************** and it just beeps and ends the call. They then emailed Ms. ***** directly asking for her to call them. Please review Crystal's email and return her call for assistance.Customer Answer
Date: 05/19/2025
Complaint: 23320196
I am rejecting this response because:I have attached the only email that they have sent to me. Please see attached. As for phone call that is wrong phone number. My number is ************
Sincerely,
***** *****Business Response
Date: 05/21/2025
There is a phone number listed on the email to return her call.Customer Answer
Date: 05/21/2025
Complaint: 23320196
I am rejecting this response because:
To return her call??? Where on this email do you see that states to return her call. And when I did call the customer service number I was told that there isnt anything that you can do call collection agency. This is unbelievable
Sincerely,
***** *****Initial Complaint
Date:05/12/2025
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 March 30 of this year I went to the well now location located on ************** in ******. My appointment itself was great and the staff were very friendly. The issue I have is with their billing department policies and practices. I received the bill in the mail with the statement date of April 28 that also listed a 20% discount which initially was very happy about as it saved about $50. I received the mail the first day in May immediately went on to try to pay the bill, however, the 20% discount was not showing online. I called and was informed that that discount was only for the month of April. I questioned as to how that is possible as the bill was issued on April 28 and I didn't even receive it until May 1. How could the Bill I received show it but now it is no longer eligible. I understand that it's not eligible for bills in May, however, my statement was issued in April. Therefore, the discount should apply as is reflected in my statement. The individual I spoke to her on the phone was very rude and when I asked to speak to somebody just kept telling me that I will not get another answer. It's not about the money. It's more about the principal.Business Response
Date: 05/14/2025
Response attached.Customer Answer
Date: 05/29/2025
Complaint: 23319364
I am rejecting this response because:
This is not been resolved, The organization called left me a voicemail. However, nothing has been resolved.
Sincerely,
***** ********Business Response
Date: 05/29/2025
The office called and left a message on 5/15/25 & 5/19/25. An email was also sent. Please return Crystal's call if you would like assistance as they will not be calling again.
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