Business Profile

Urgent Care Clinic

WellNow Urgent Care

Headquarters

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

535 total complaints in the last 3 years.
284 complaints closed in the last 12 months.

If you've experienced an issue

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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:05/20/2024
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.
I was billed $311.65 and not treated by the facility. The person responsible for providing care refused to perform a basic assessment and called 911 to have me transported to the nearest emergency room. She did not perform the basic tests to back up her assertion that I needed to be treated in an emergency room rather than in the immediate care clinic. The paramedics performed a basic assessment and found no reason to transport me in an ambulance to the nearest hospital. They also said the treating physician has a long history on panicking and dumping the patients on the paramedics. The end result was I had to wait for six hours in the emergency room to be seen by a physician and received large hospital bill and a bill from physicians immediate care despite not providing necessary care or medical assessments from them.
Business Response
Date: 05/30/2024
Response attached.
Customer Answer
Date: 05/31/2024

Complaint: 21722677

I am rejecting this response because: My complaint was regarding ************************* located at ****************************. The letter from the company was regarding ****************** I have never visited ****************** Further I have reached out to the site and the company head quarters multiple times and their response is the same that the concern is being directed to the site care coordinator only to be ignored. I have never received a single response from the company beyond my initial complaint.

Sincerely,

*******************
Business Response
Date: 06/18/2024
The office spoke with the patient on 6/17/24 and explained him next steps.
Initial Complaint
Date:05/16/2024
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 went into Wellnow on April 19, 2024 to have a TB test. I paid the $35 copay, then they discovered there was no TB tests there so they said I would get my refund within the week. It is May 16, 2024 and I still do not have my refund. I have attempted to call the home office, to no avail. I asked to speak to a supervisor and they said one would call. They never happened. Then I have called the local office, spoke to the manager, she assured me her boss would call me. That never happened. I do not know where else to turn. Please help!
Business Response
Date: 05/17/2024
Response attached.
Initial Complaint
Date:05/16/2024
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 received a phone call from a collection's agency 5/14/24 regarding a bill from date of service in October 2022. Date of service I had two insurances because I was unsure if my employment insurance had started, which it did. I didnt receive a bill until March 2023. The insurance I gave rejected the claim since I had a new primary insurance date of service. When logging onto the bill pay website I entered in the new insurance for the claim to get submitted to them. I tried calling numerous times to verify and could not get through to speak with anyone. I even sent emails to the billing department that I had updated this information. This was the last I had heard about the bill so I assumed it was sent in and taken care of. 5/14/24 I received a call from a collection's agency that I owed $375 for Wellnow clinic from October 2022. The billing department from wellnow says there is nothing they can do since it was sent to the collection agency and I have to call them. The collection agency is telling me there is nothing they can do and that I need to talk to Wellnow. I called the insurance I had at the time and they are telling me I only have 180 days to submit a claim from the date I was seen. Wellnow claims that they sent multiple letters, I never received and is also trying to claim that I never submitted additional insurance, which I did and tried to follow up on, on multiple occasions, I still have the emails. Now there is a $375 bill that is unpaid because Wellnow failed to bill the correct insurance.
Business Response
Date: 05/16/2024
Response attached.
Customer Answer
Date: 05/20/2024

Complaint: 21720213

I am rejecting this response because:
Wellnow has made no effort to contact me to settle this dispute.
Sincerely,

***************************
Business Response
Date: 05/20/2024
This complaint is under review. Please allow additional time.
Initial Complaint
Date:05/15/2024
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.
see attachment
Click here to Get the File - use the Password: CDEA3BC6
************************************************************************
Business Response
Date: 05/21/2024
Response attached!
Initial Complaint
Date:05/14/2024
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.
Was seen at Wellnow urgent care on 8/13/23. Just now received a bill stating that I owe $280 which should have been billed to insurance. When I called to inform them that this was supposed to be billed to the insurance I provided during my visit, I was told that they had passed the bill on to a debt collection agency.
Customer Answer
Date: 05/14/2024
Attached is the Assigned HIPAA release form
Business Response
Date: 05/15/2024
Response attached.
Customer Answer
Date: 05/15/2024

Complaint: 21710567

I am rejecting this response because:

it is a generic letter with no solution.

Sincerely,

*********************************
Business Response
Date: 05/15/2024
This complaint is under review. Please allow additional time for a solution.
Initial Complaint
Date:05/08/2024
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.
Jan. 15th 2024 I visited the Wellnow Urgent Care in ******, **. I was given the option to send out some lab work. Since I was not using insurance to pay for the services, I was given a document stating that the lab work would cost me $6.93. I questioned this price and the nurse, ***************************, said it was correct. Due to the low price I agreed and signed the document, allowing the lab to be sent out. A couple of weeks later I receive a bill from Quest Diagnostics for $216.55. Over the course of the next 3 weeks I visited the Wellnow facility frequently to try to get the issue resolved. I could only ever talk to the receptionist and the nurse who made the error. I was told their systems showed the price is $6.93 and they made a copy of my bill and sent it to upper management and HR. Every time I visited I was told that they are frequently calling Quest to get the issue resolved and there is no communication from their upper management. On Feb 12th I called Quest myself and was informed Wellnow had only reached out once on Jan. 29th to confirm the bill's price and no further action was taken. I feel as though the Wellnow staff is passing the blame around and trying to kill time in hopes that I just pay the bill. On Feb 14th I submitted disputes with CMS and MI Dept. BSC. I also emailed Wellnow's customer service address ******************************* and explained the situation and provided my contact information. I am reaching out to multiple resources in an attempt to get this resolved quickly since this is an unpaid medical bill in my name. I don't know if it would be of any benefit but I do also plan to inform ***** of the situation so it is on record why the bill is unpaid.
Business Response
Date: 05/10/2024
This has already been resolved with the patient.
Initial Complaint
Date:05/08/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was seen at Wellnow Urgent Care on 04/30/2024 at 06:10 PM in *******, **. I have BXBS TX and my insurance was ran incorrectly under BXBS NY. I was being charged for $261.04 which is incorrect, I have met my deductible. The receptionist caught it after I had signed up for a payment plan and made a payment for $65.26 that day. She corrected the insurance and I shouldn't have owed that at all. I have attached screenshots of me being charged and the payment plan I had to do. She stated will call billing and call me back. I received a call the next day stating I would need to remove my credit card off the payment plan. I tried several times to remove but I am not able to. She gave me billing's number. It also shows in the screenshot my remaining balance is $29.87 but per call with BXBS TX, that is incorrect. I called billing on 05/01/2024 at 08:52 am CST. They stated just to remove my credit card and I explained I was not able to. The rep stated he was going to send a message to have it removed. I asked for a call back and gave my number, never received a call.I called on 05/02/2023 at 07:20 am and spoke with a rep ***** After discussing I am not only able to remove my card but I can't even access my account at all. I asked for a supervisor. I spoke with *** who advised me she will look into this and stated to give it a few days to see what happens. I asked her to review the recording of the first time I called, she claimed I never called. I gave her the time and date. She also stated she will give me a call back, I never received a call. I called 05/07/2024 at 07:19 am and spoke with **** who messaged *** who stated she will be calling me back at 4:00 pm their time which would have been 3:00 PM. I never received a call. I called my insurance and spoke with ********** reference number ********** The rep stated based off my benefits, I should have not owed anything.I have been over charged and based on Wellnow's website I am going to continue to be charged for the next three months.
Customer Answer
Date: 05/10/2024
Hello

This is ***************************** regarding complaint # ********. I received a call from the supervisor *** today from the Well now billing office. She stated if I went into my account, I can now remove my credit card information and gave me account number *******. I am not able to do so. I called the facility I was seen at because the only other option was to put in my visit # which is ******** and I am still not able to access it. I spoke with ***** at the facility I was seen at and she stated I should be refunded $65.26 and that is all she seen on my account. I am not sure what is going on because I find it hard to believe I can't access anything but the company can but I have attached screenshots. If you have any questions please call me at ************.

Thank You

*****************************
Business Response
Date: 05/10/2024
Response attached.
Customer Answer
Date: 05/13/2024

Complaint: 21681052

I am rejecting this response because:
Hello

This is *****************************. I do not accept that. I do not feel confident WellNow will resolve my issue and I will state my reasons why. I requested for the supervisor *** to call me four times and never did until 05/09/2024 at 03:03 PM CST. I explained I am done dealing with her because she wouldn't call me back and the representatives refused to transfer me to another supervisor or director. She stated she was sick on 05/08/2024, but I had requested three previous request for a call back in which I never received. She then went on to state I can now remove my credit card and all I needed to do was sign into my account. Please note, on our first conversation together which was on 05/02/2024, she stated the same thing and I stated I am not able to access my account number or my visit number and I have previously attached screen shots of the errors I received. I asked for my account to be closed and she refused. I asked where my refund is because I should be refunded $65.26 and her response was and I qoute "well if there is a refund due after your claim processes, whatever is left over and we will refund you." I stated I have spoke with BXBS TX and they stated I should have not been billed at all. I have also called the facility that I was seen and was told that I should be receiving a refund for the amount of $65.26. So I am not confident that this company is on the same page as far as this issue. Also I would like something done about the Supervisor who not only didn't call me back almost four times as well has not resolved my issue at all. I have been a medical ****** and coding for 19 years, I would never treat a patient regardless of the situation like this. I feel the company should reconsider her as a supervisor because of lack of knowledge. I will not accept this and I would a call from someone higher up in this company to discuss this further. Untill I refuse to close this matter. If this matter does not get resolve, I will take legal action against Well Now.

Thank You
*****************************
************
Sincerely,

*****************************
Business Response
Date: 05/14/2024
This complaint is under review.
Customer Answer
Date: 05/14/2024

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:05/05/2024
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.
This agency is billing me for services that were deemed covered by insurance and my EOB indicates that "balance due is NOT the patient responsibility". Further, I have disputed this with the vendor multiple times, through various means, and they did not respond. Instead they sent me bill to a collections agency. Further in the height of the ***** pandemic, testing was deemed covered- in an attempt to get more money out of patients, they billed for "office visits" in addition to testing even though no visit was conducted. Therefore 2 sets of EOB's and billing were submitted for each patient.
Business Response
Date: 05/07/2024
Response attached.
Customer Answer
Date: 05/07/2024

Complaint: 21669111

I am rejecting this response because I have not yet received a response from their company and will wait for actual action. I have been told numerous times before they were working on it, only to receive no response and additional harm.
I would like this complaint to remain open until I have documented proof that I am no longer in collections and that the bill has been settled per the insurance company and vendor contracted agreement.

Sincerely,

*********************************
Business Response
Date: 05/08/2024
This complaint is under review.
Customer Answer
Date: 05/14/2024

Complaint: 21669111

I am rejecting this response because to date, I have yet to receive any documentation from the WellNow company indicating a $0 balance and repair to my credit. I am still liable for the balance at the collections agency.

Sincerely,

*********************************
Business Response
Date: 05/14/2024
This complaint is under review.
Customer Answer
Date: 05/23/2024

Complaint: 21669111

I am rejecting this response because:I have been fighting directly with Wellnow, on my own, since Oct 2023 and nothing has been resolved. Everytime they said they could/would/should call or followup, they never got back to me. I even sent certified documents using official debt release language, and nothing. Their first communication on this BBB complaint, was " we will handle directly with the customer." Honestly, I don't believe them based on their own lack of attention and detail for the last 8 months. I would even say derelict business practices as it has been more than 3 years from the date of service.

I have never received the attention that my case/situation warranted. Even with this BBB complaint, nothing has been sent to me. I would have at least expected a cursory form letter indicating receipt of a complaint, but nothing has changed.

I need this complaint to remain open and unresolved until I have something in writing from the company validating my insurance EOB -that I owe nothing. I need a repair to my credit and proof of a $0 balance. By continuing to bill me and, now more recently, sending me to a collections agency is a violation of the law for contracted vendors with an insurance company. They are required to abide by the contracted services and payment terms.

Please reopen my claim and **** it as unresolved/ unanswered. I will continue to reject any response that says wait/ we (wellnow) will work on this/ under review. They had more than 3 years to follow insurance guidelines. I will continue to reject the responses every 7 days. I apologize for missing that deadline, and will adhere to that requirement if you would please reopen my case.

Thank you for understanding.

Sincerely,

*********************************
Initial Complaint
Date:04/26/2024
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 10/29/2023, I went to the WellNow Urgent Care Clinic in *************, **. Instead of being allowed to pay my copay of $25 per my insurance coverage, I was shown a posted sign that indicated I was required to pay a $100 deposit to receive care. Due to being ill and not feeling well, and being told of this policy until moments before my scheduled appointment, I felt no other option but to pay this deposit. I was told it would be refunded if my insurance reimbursed in a timely manner. I filed complaints shortly after with my insurance carrier, and was told they would investigate as this practice violates their provider agreement. I was never contacted by WellNow nor did I receive reimbursement for my deposit paid. I contacted my insurance on 4/25/24 to inquire if this claim had been paid, and was told this claim was paid in January 2024. I contacted WellNow on 4/25/24 to request a refund. I was not offered an explanation as to why I was not reimbursed in a timely manner, but was told that a check would be issued. I believe this practice of requiring a deposit over and above an agreed upon copay to be illegal and unethical. I also believe withholding this information until the last moment to patients seeking urgent care is coercive and predatory. I also believe this practice is solely in place to take advantage of those seeking desperate medical attention and to pad profits with no intention to reimburse the patient unless they follow up. I have shared this situation with countless others in my community who indicate they have experienced the same practice regardless of their insurance coverage.
Business Response
Date: 04/30/2024
Response attached.
Customer Answer
Date: 04/30/2024

Complaint: 21632417

I am rejecting this response because: I have not been contacted by WellNow and believe their business practices require further investigation.

Sincerely,

*************************
Business Response
Date: 05/01/2024
This complaint is under review.
Customer Answer
Date: 05/01/2024

Complaint: 21632417

I am rejecting this response because: the policy in place has not been addressed formally with me nor my insurance provider.

Sincerely,

*************************
Initial Complaint
Date:04/25/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March 14, 2024 I visited this WellNow location. I checked in virtually, paid $50 as per the online instructions, and the person behind the counter said I was all set. I am aware that my primary insurance, Excellus BCBS is no longer a participating insurance plan but my secondary insurance, ******** is. I provided WellNow with both forms of insurance, which they should have on file as this was not my first visit to this location. On April 2, 2024 WellNow issued a **** for $115. It arrived approximately one week later. On April 16, 2024 I called WellNow's ****ing department and spoke to ******. He told me I needed to contact Excellus and have an explanation of benefits sent over for them to be able to **** ********. I then called Excellus and had ****** call WellNow ****ing and spoke to **** who gave her the wrong account number of ******; my account number is ******. She emailed and faxed over the explanation of benefits. I called again the next day and spoke to ****** again who said that there was someone going through emails and he cannot access those emails, but that person should get it all on file in 10 days. I called on April 23 and spoke with ****** who said he could not locate the email and that I should have Excellus email it over again with my name, birthdate, and account # in the subject line. I called Excellus and spoke to ******** who called WellNow and spoke to ******* and emailed over the explanation of benefits a second time. I called today, 4/25/24, and spoke to **** who could not find the email and told me that there would be no explanation of benefits because they are out of network, despite my secondary insurance being in network. He basically said that the last 4 people were wrong and no one could help me. I have requested a call from a manager. I need them to **** ********, which under my plan should be free, but I will pay whatever the remaining **** is AFTER they **** ********.
Customer Answer
Date: 04/25/2024
I have attached the filled out and signed form for proper HIPPA release.
Business Response
Date: 04/29/2024
Response attached.
Customer Answer
Date: 04/29/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. They have stated that they will be reaching out to me privately. While my issue that caused the complaint is still awaiting proof that it has been resolved, I am satisfied to wait for them to resolve this issue without further outside intervention. In the event that they do not resolve this issue internally, I will return to the BBB and issue a new complaint.

Sincerely,

*******************

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