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.
- 283 complaints closed in the last 12 months.
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Initial Complaint
Date:06/13/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I went to Urgent care for a Dental abscesses and all they said was that they were not able to do anything and sent me home.The date I went was 6/12/23, I did not receive the bill until 5/20/24 I paid the bill on 6/13/24 because I did not want the bill to go to collections and hurt my credit score My Wellnow Acct. # is *******
Business Response
Date: 06/17/2024
Response attached.Initial Complaint
Date:06/12/2024
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.
Unauthorized tests were performed without my knowledge. When I contacted the location the manager informed me that the tests would be removed. It hasnt happened yet and now I just received my final notice from the lab Quest Diagnostics. This issue has been going on for almost three months now. Ive done Yelp and ****** reviews. Ive even emailed corporate. Im getting little to no communication from them.Business Response
Date: 06/17/2024
Response attached.Customer Answer
Date: 06/21/2024
Complaint: 21840394
I am rejecting this response because:
I reject the business response. May 20,2024 ***********************, the multi-site manager for the Chicago market emailed me saying that they were in the process of removing the unauthorized tests from my account. One month later they still arent removed (email provided below). June 17, 2024 ***************************** said WellNow will be responding to me directly but I havent received any call or email. This whole ordeal has been going on for three months now. This has now become a time sensitive matter that can affect my credit and WellNow isnt taking my issue seriously.
Sincerely,
*********************************Business Response
Date: 06/21/2024
This complaint is under review.Initial Complaint
Date:06/11/2024
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.
On 05/09/24 my wife had to visit the Wellnow urgent care facility located on ******************* in ************* **. she had her insurance card with her and should have been charged $35 for the visit but instead was charged $193.60. When I went to pick her up I questioned the charge and why it was so high and they said they didn't know and that maybe we had a prior balance. When I phoned the company later that day to find out if we had a balance we were told no we didn't have an outstanding balance.I am trying to get a refund for the difference and they are not offering me a refund and state that I have to wait untill the insurance claim goes through.I should not have to wait as they should have never charged me more than the $35 co pay.Business Response
Date: 06/12/2024
Response attached.Customer Answer
Date: 06/24/2024
Complaint: 21833020
I am rejecting this response because:
I called the Wellnow urgent care billing today 06/21/24 and they have not issued a check. They will not issue a check until the health insurance company pays them.
My issue is that they should have never charged us more than the $35 co pay for an urgent care visit.
Sincerely,
*********************************Business Response
Date: 06/24/2024
The patient will not be refunded unless there is a refund due after claims have finished processing.Customer Answer
Date: 07/15/2024
Complaint: 21833020
I am rejecting this response because:
Hi,
I still have not received a refund from the Wellnow Urgent care company it has been quite a long time.
Please help me!
Thanks
*********************************Business Response
Date: 07/15/2024
The patient will not be refunded unless there is a refund due after claims have finished processing.Customer Answer
Date: 07/18/2024
Complaint: 21833020
I am rejecting this response because:
They have not returned the money that they have overcharged me on May 9, 2024 they charge my wife ****** for an urgent care visit. My **************** covers an urgent care visit and our co-pay should have only been $35. My insurance company has paid the claim to Wellnow and I still have not received a refund. Wellnow said I would be paid once the insurance company paid them. This should have never happened in the first place and i would like to get my money back.
Sincerely,
*********************************Initial Complaint
Date:06/10/2024
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.
Received an X-ray and medical care at WellNow Urgent Care 1/21/24.Billed an incorrect with multiple, conflicting amounts owed on the bill:- 4/9/24 billed $89.50 on one side of the bill, $4.50 on other side of the same bill. The online portal reflected an amount due of $4.50.Due to this, I called WellNow billing on 5/13/24 and was told that they had made a mistake with my account and would fix it. I was told to pay the balance on the online portal. I did online that same day and received a confirmation email.I thought it was over. My balance was paid in full. I have not received any additional care. However, on 6/6/24 a new bill was sent to me for the same services that have been paid and addressed with the company.This new bill charges $125.50 on one side, and reflects a charge of $0 on the other side. This bill also contains a threat, that this is my final notice to pay an amount that I found out about TODAY. I am being harassed by this business for money that I do not owe. I fear for my credit if an incorrect number is sent to collections. If the money was owed I would pay it. I have confirmed with my health insurance that they have also paid. There is no reason why WellNow should be harassing me for money.Business Response
Date: 06/11/2024
Response attached.Initial Complaint
Date:06/06/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was seen at wellnow in ************, ** on 4/19/24. They are a participating provider of my health insurance which is Empire Plan. I should have only been charged a $30 copay. They forced me to pay the full amount of visit $155.76 which I had to put on my credit card. I questioned why I had to pay for the full visit and they couldnt give me an answer. My mom then called their billing department and they told her they have a new process and patients have to pay in full and then once the claim gets paid to them, they will reimburse you 3-4 weeks after they receive payment. My mom contacted Empire Plan on 4/22/24 and they told her that Wellnow is not allowed to do that. They can only charge me my copay. In other words, they are fraudulently billing. They are collecting thousands of dollars from their patients and holding it while they are collecting interest on money that is not theirs or using that money for other endeavors that benefits them. I am paying finance charges on my credit card for this money that I don't owe. I want them to refund my money asap. Thank you (you can cross reference complaint #******** - my mom originally filed on my behalf)Business Response
Date: 06/10/2024
Response attached.Initial Complaint
Date:06/04/2024
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.
This email is for my wellnow account #******* which has been incorrectly sent to debt collection (i received notice of this on 5/28/2024). Wellnow never sent me a bill for this amount, or I would have happily paid it back in 2022.Please see the document attached titled "Explanation of situation for BBB" as I have been working on this case for the past 7 days. This document includes details important to the case.Business Response
Date: 06/05/2024
Response attached.Customer Answer
Date: 06/05/2024
Complaint: 21801306
I am rejecting this response because: I appreciate the company reporting they are looking into it, but the case is not resolved. The Better Business Bureau is only allowing me to accept or reject this. I appreciate the response and them reporting they are going to investigate, but if I click on 'accept' the case will disappear and it has not yet been resolved. Me clicking on 'reject' is not meant to be disrespectful in any way. I just want to keep this case open until we have a resolution. Thank you for your time in reviewing this and keeping us in the loop until we have a resolution.
Sincerely,
***********************Business Response
Date: 06/10/2024
Thank you, ******! WelllNow is currently looking into this case for you and will be in touch with you within a the next few days.Customer Answer
Date: 06/12/2024
Complaint: 21801306
I am rejecting this response because: Thank you Wellnow for your response, but I again have to reject this due to nothing has been resolved and if I accept it, the claim goes away. I am awaiting a call from you letting me know the plan moving forward to take this out of debt collection so I may happily pay the $25 copay which I owe you. Your team recognizes that a bill for this amount was never sent to me due to your system only sending our bills for a short period of time and your billing team and my insurance company had not yet settled everything. The final bill I was sent did not include a $25 copay so I had no notice that I ever owed this amount. I would have happily paid this if I was every informed. ************
Sincerely,
***********************Business Response
Date: 06/14/2024
This complaint is under review.Customer Answer
Date: 06/17/2024
Complaint: 21801306
I am rejecting this response because: Once again, this response does not contain any solution to the issue. No one has reached out to me to fix the issue at hand. The responses from the Wellnow company are only saying they will look into it. I appreciate that, but no solution has been offered yet.
Sincerely,
***********************Business Response
Date: 06/19/2024
The patient was called on 6/18 to inform her that her account was recalled from collections. She was thankful and made a payment.Customer Answer
Date: 06/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
Date:06/04/2024
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 about WellNow billing. Was seen in the summer of 2023 (Aug. 17) for sinus problem, at its ************** location, and was satisfied with treatment.My insurances (two, ******** and supplemental ********) always covers 100 percent of my bills.However, I received a bill for $170 that WellNow stated was not covered. Contacted its billing office numerous times and was first told they would resubmit to insurance but I kept getting billed into the fall and in 2024. Stopped in person at clinic - they would not provide me with an itemized statement - and was told to contact billing. ******* told me a supervisor would call me; never got the call. WellNow also did not respond to my e-mail.Got 30-day collections notice on April 5, 2024. Again called billing; they said they couldn't help because it went to collections April 4!Contacted NYS health insurance assistance office and my insurance companies, was told the claim was sent wrong to my insurances, either the wrong amount or incorrect codes. It was WellNow billing office's responsibility to resubmit to insurance. WellNow billing then told me it was not their job to resubmit after initial claim was sent in.Talked to collections and disputed bill. Collections checked with WellNow, then told me I owed the $170.Checked again in May with my supplemental insurance - turned into a three-way call with WellNow billing - and was again told by my insurance company it was WellNow's billing office's job to resubmit to insurance and that the $170 was not my responsibility. WellNow rep said she would resubmit.I made 15-to-20 calls on this matter and spent approximately two-to-three full days to try to resolve this matter. I kept getting bounced back and forth. Is this deliberate or incompetence? I'd really like to know. This whole issue is stressful and frustrating.To reiterate, I am satisfied with treatment I received. Sorry for the long narrative,Help!Business Response
Date: 06/05/2024
Response attached.Customer Answer
Date: 06/17/2024
Complaint: 21796825
I am rejecting this response because:
Matter is not resolved. Have not heard back from provider or collections agency. Provider and collections said they would resubmit corrected claim to supplemental ******** but have not done so.
What type of documentation do you need from me to further pursue this? *****, notices, my notes?
Sincerely,
*********************Business Response
Date: 06/17/2024
The patient has been informed that they must follow up with ******** as their debt is with a third party.Customer Answer
Date: 06/17/2024
Complaint: 21796825
I am rejecting this response because: WellNow billing, before this went to collections, said it would resubmit claim to insurances, but never did, then turned it over to collections. WellNow billing, during a May 29 conference call with insurance company TransAmerica, also was told there was no record of the claim. Billing said it would contact ******* to resubmit claim to TransAmerica. TransAmerica, based on statement I received from WellNow, also said WellNow used the wrong code for the medical treatment I received, which led to the claim rejection.Also, I've never dealt with ********. It turned the matter over to collections agency Phoenix, which also said on June 10 call to TransAmerica it would resubmit claim to TransAmerica. It never did.
Sincerely,
*********************Business Response
Date: 06/19/2024
The patient must contact the collections agency as it is in the hands of a third party, not WellNow.Customer Answer
Date: 06/19/2024
Complaint: 21796825
I am rejecting this response because:The problem originated with WellNow not submitting claim to insurance, or submitting it with the wrong medical codes. I followed up with WellNow several times in 2023 and 2024, which said it would submit/resubmit claim to insurance, which it then did not do.
WellNow then said it it my responsibility to follow up with collections. Issue should be resolved between WellNow and insurance. I didn't create this problem, WellNow did.
Sincerely,
*********************Initial Complaint
Date:05/29/2024
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.
On 10/22 my daughter ******** and I both did a telehealth call. Well now failed to bill my insurance in a timely manner and instead sent me a bill 8 months later for the both of us at $220 a piece. My insurance has said countless times to wellnow I as the patient and my daughter are not responsible due to the length of time they tried to bill me. They they sent my bills to collections. Wel now admitted they billed out of the timely filing period and will not help me remove my name from collections. I need assistance as my name got dragged through mud because in well nows billing messed up big time. Im constantly getting harassed about paying money I do no t oweBusiness Response
Date: 05/31/2024
Response attached.Customer Answer
Date: 06/10/2024
I have called well now urgent care more than 10 times each phone call totaling over an hour with zero help to my issue. Once I filed a complaint here I miraculously got a phone call. However, the phone call was useless as the woman denied well now made any errors. Back in October 2022 both my daughter and I did a telehealth phone call well now failed to bill my insurance until eight months later once they realize this they tried to just bill me directly for the full amount and my daughter as well they sent me a bill for $220 in my name and my daughters when I called my insurance about this they told me well now failed to file in a timely manner so Im not responsible for any of the payments. The woman well said my insurance should have never told me that and I have to pay my bill , they also were very quick to sell my information to a debt collector and both my name and my daughters name collectors office right now. Ive been getting nothing but harassing letters in the mail saying I owe all of this money when I dont I am not somebody that doesnt pay my bills. In fact I have been seen by well now several times after the incident and my accounts have all been paid That removed from collections as well as my daughters well now was at fault and I got dragged under the bus for their error and I do not appreciate that at all when I asked them to contact collections to remove it. They said that they wont make that call for me and I have to do it myself , however I have a PDF proof that my daughters account is zero dollars not 220 will not send me proof of that for mine for some reason. It is a big screwup on wellnows behalf. They made this big mess. They need to finish this big mess and clean it up. If they fail to do so the next step would be for me to get an attorney to take care of this because I longer can handle the physical stress and emotional stress that this has caused me, and its not worth risking my health over. I want this removed from my credit reportBusiness Response
Date: 06/11/2024
The claim is currently processing, and account will be removed from collections when insurance has processed. It is out of our hands.Customer Answer
Date: 06/18/2024
Complaint: 21777534
I am rejecting this response because: Theyre billing me incorrectly after my insurance said they billed me out of the proper billing window. They sent a bill 8 months after I was seen. Thats not a timely billing window and ***** told me I am not responsible yet WellNow Urgent Care won't stop harassing me.
Sincerely,
Marymargaret VargheseBusiness Response
Date: 06/19/2024
WellNow cannot recall the claim from collections until the claim has been processed.Initial Complaint
Date:05/23/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I went to the Wellnow in *******, ** for extreme abdominal pain. They informed me it would be $261 to be seen, so I paid. I got back in the room and the very second the physician came in I was told I couldnt be helped and I had to go to the hospital. I was charged almost $300 for the physician to not even touch me. I want to be refunded at least $200, there is absolutely no way Im going accept the fact that they watched me writhe in abdominal pain and still chose to charge me $261 knowing they couldnt help me.Business Response
Date: 05/28/2024
Response attached.Customer Answer
Date: 05/29/2024
Complaint: 21751258
I am rejecting this response because:I was clearly in extreme abdominal pain and instead of directing me to go the hospital right away, WellNow charged me $260 just to take my vitals. Contacting insurance didnt do anything, you stole $260 from my 2 days before my college graduation as if I wasnt broke enough already. It is downright evil to not tell people you cant help them before charging them money.
Sincerely,
***********************Business Response
Date: 05/29/2024
This complaint is under review.Customer Answer
Date: 06/04/2024
Complaint: 21751258
I am rejecting this response because:
Im out $260 for shady business practice and Im not okay with that.
Sincerely,
***********************Initial Complaint
Date:05/21/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On January 7, 2023 I went to WellNow Urgent Care on ************ in ***********, ** for an injury i sustained while at work. I received an X-ray on my elbow. After calling WellNow to inquire as to why the bill was not paid through NYSHIP (workers compensation insurance) they informed me that they did not have the insurance providers information, even though I provided it the day of treatment. I never received any calls/letters or correspondence of any kind after that date to notify me that there were any issues with the account. My address and phone number had not changed. On May 10, 2024 (16+ months later) I received a notice from a debt collector, Radius Global Solutions, for an unpaid debt of $139.82.I called WellNow directly to dispute the claim but because it had been forwarded to the collections agency, they would do nothing to help me. After more phone calls I was notified by the insurance provider, NYSHIP, that any claim that isnt made within a year is my responsibility to make payment upon.So to avoid any negative impact to my credit I had no choice but to pay $111.86 to settle the debt.Business Response
Date: 05/22/2024
Response attached.
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