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
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:04/25/2024
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 wellnow urgent care February 28,2024 I wasn't feeling well, I had to pay $165.00 before I received their services this was paid with my debit card online. however I received a bill for $165.00 in the mail, wellnow then charged my debit card another $165.00, I called their billing department and spoke to several people regarding the duplicate charge and ask if they could reverse the charge back into my debit card and I was told that they would issue me a check which I have never received to this day. It has been two months, and I am a different story, but no refund check as of yet.
Business Response
Date: 05/21/2024
Response attached.Initial Complaint
Date:04/23/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I paid my visit fee at time of visit 165.00$. They did an auto deduct from my account for another ******$. 2 weeks later. I owed nothing. I have called 12 times and spoke to several different people as you dont get same one twice. Keep getting different stories also sent my bank statement 4 times showing them that I paid twice. This all started on March 3. Im getting nowhere and they owe me a refund of 165.00$. This has been the worst experience ever. Please helpBusiness Response
Date: 04/26/2024
Response attached.Initial Complaint
Date:04/17/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I visited the WellNow Urgent Care in ************ on 12/2/2022 for left foot pain. They took xrays, told me nothing was broken and sent me home. I had to buy a larger shoe, due to the swelling, just so I could walk outside. Months passed and I was still in excrutiating pain so I went to an UB Orthopedics but couldn't get in until August 2023. They told me that I had 3 broken bones in my foot, they even looked at the xrays from WellNow and can see the breaks. Due to the time that had passed, it was too late to cast my foot, so now my only option is to have surgery where they remove the 3 broken bones and replace them with a metal plate and screws. A surgery that will require me to be off my feet for 3 months. I cannot afford to do that. They were negligent in their diagnosis.Business Response
Date: 04/19/2024
Hello, I am so sorry for your negative experience. I am having trouble locating your Aspen Dental account with the phone number and name you provided. Do you have your account number? If not, please provide your date of birth, and a phone number or email address that is associated with your Aspen Dental account so I can better assist you. Thank you so much!Customer Answer
Date: 04/22/2024
I don't understand what it is you want from me? Your communication said that the complaint was accepted and to wait 40 days for a response, but then it said "Waiting for clraification from consumer", which makes absolutely no sense and is contradictining itself. What else do you need from me?Customer Answer
Date: 04/22/2024
This has nothing to do with Aspen Dental - I have never been there. WellNow did not give me an account number. My DOB is 03/26/1965 and my phone number is ************.Business Response
Date: 04/23/2024
Response attached.Customer Answer
Date: 04/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ******** and will await their contact directly to me. Thank you for initiating this narrative on my behalf.
Sincerely,
*********************Initial Complaint
Date:04/15/2024
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.
They don't listen... I went in because my 2 middle fingers on my hand were locking and causing extreme pain. The gave me a thumb splint and a script for a steroid. I also handed them paperwork that needed to be filled out and faxed to my work. The only half listened and didn't take the fax number to fax it to my work. Instead they faxed it to some random number on the form. I reached out to work and they got nothing. I went in for a follow-up appointment which was a nightmare the Nurse that saw me was rude and refused to listen to me. All I herd while waiting was the staff complaining about everything as it's early herd through the paper thin walls. I then told them I needed tge specific paperwork filled out completely and faxed to work. They told me that the fax number I gave them the time before was wrong and I explained to them that I know it was wrong because no one listened to me. And I gave it to them at that time. I asked to have the papers filled out since work is very particular on how it's filled out. The Nurse that saw me came out an said" how do I need to fill it out" my response was "completly and accurately" she huffed and puffed filled something out and faxed it. I asked to see it and she grumbled something and showed it to me. I then told her it's not correct... it needed all the answers filled out. She grumbled "tell me how to do it i don'tknow how" I then told her "Accurately and completely you should know how to answer the basic questions as you went to medical school and I didn't so I'm not an authorized person to do it" she then put the wrong body part on it. And was absolutely clueless. I had her fill it out properly I had to read the questions to her and ask her what the answers would be. She then realized it's not hard even though she did it wrong. I left contacted work because I received a letter stating I will be AWOL from work and docked pay if they don't get the paperwork by a certain day. I went back .. not enough room to explaineBusiness Response
Date: 04/17/2024
Response attached.Customer Answer
Date: 04/17/2024
Complaint: 21579718
I am rejecting this response because:
They are not communicating with me. I have had no contact from them other then when I call them and they ignore me. This issue is multifaceted and is way more complex the the little number of characters allotted
Sincerely,
*********************** Badge *****Business Response
Date: 04/18/2024
This complaint is under review.Initial Complaint
Date:04/15/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My daughter was seen on 3/4/2024 at WellNow Urgent Care in ************, **. At the time of the visit they stated we needed to pay $175. In order to be seen. They were unsure what the copay had been. I did tell them it was $35. However, at the time they said they couldnt verify it. My daughter needed to be seen so I paid the $175. After the visit I called my insurance company who verified it with WellNow that it was $35. And they needed to issue a refund for $140. to me. Wellnow stated I should see the refund within 4-5 business days. I called 2 weeks after to check the status of the refund and was advised by a WellNow representative they didnt see anything in regards to a refund being issued to me. At that time they were going to resubmit it and I should receive a refund within 2 weeks. Nothing was received so I called again and requested status of the refund and was advised by a Wellnow representative that it was in review status. The representative said they would put a rush on it and I should receive something within a week. I requested for someone to call me to verify this refund and have not relieved a call back to date. I called again today 4/15/24 and was advised it is still in review and there was nothing they can do at this time. I spoke to ****** at Surest( our insurance provider), who confirmed they sent payment to WellNow back on 3/13/24. Im getting extremely frustrated and dont understand why WellNow isnt providing us with our return for $140.00.Customer Answer
Date: 04/15/2024
Submitted Business InformationComplaint ID: 21575994 Business Name: WellNow Urgent Care Address: 4827 Transit Road City: Lancaster State: NY Zip: 14086 Business Response
Date: 04/16/2024
We are unable to find the patient in our system without additional information. Please provide the patient's name and account number. Thank you!Business Response
Date: 04/16/2024
Can you please forward this response for *********************** complaint ID # ********?*****************************
Regulatory Relations SpecialistRisk Management & ComplianceAspen ****************** Inc.
********************************
*************, ** 13057Phone: ************ ext. 201427STATEMENT OF CONFIDENTIALITY
This email may contain material that is confidential, privileged and/or attorney work product for the sole use of the intended recipient. Any review, reliance, or distribution by others or copying or forwarding without express permission is strictly prohibited. If you are not the intended recipient, please contact the sender immediately and delete all copies.Customer Answer
Date: 04/16/2024
Complaint: 21575994
I am rejecting this response because: it says ******** is from Aspen Dental. The complaint is for WellNow located at ******************************************
Sincerely,
***********************Business Response
Date: 04/17/2024
Aspen Dental & WellNow are owned by the same company. Thank you!Customer Answer
Date: 04/17/2024
Complaint: 21575994
I am rejecting this response because: nothings been resolved.
Sincerely,
***********************Business Response
Date: 04/19/2024
This complaint is under review.Initial Complaint
Date:04/12/2024
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.
Date of service, 08/19/2023, *********************************************************, In an UNDATED Letter, received by me on April 10, 2024, Wellnow has threatened to send the $280.00 claim to collections for services rendered to *******************************. After speaking to ******** on 04/12/2024. ***************, they have NO RECORD of having received this claim for payment. We will NOT pay this claim for their incompetence in billing ******** and/or ******************* They have until August, ************************** else ******** WILL NOT honor claim.Business Response
Date: 04/15/2024
Response attached.Customer Answer
Date: 04/23/2024
Complaint: 21567994
I am rejecting this response because:WellNow has not contacted me or ****** over this dispute.
Sincerely,
*******************************Business Response
Date: 04/23/2024
This complaint is under review. Please allow additional time. Thank you!Customer Answer
Date: 05/03/2024
Complaint: 21567994
I am rejecting this response because:
WellNow has not contacted me by email or phone. Allegedly on April 24, 2024 ************************* left messages on cell phone. I never received any message. I called WellNow, asked to speak with *******. She was unavailable. I talked to a subordinate and was told this claim was refilled with ********* Then on April 29, 2024 we received a letter dated April 18, 2024 from the ***************** Services Demanding payment of $230.00. Furthermore, when we arrived at the WellNow Clinic on August 19, 2023 we were TOLD that they accepted ********* Primary, and United Healthcare as secondary.
After contacting United Healthcare this week we were advised that ************************************** WAS IN Network and that Hometown Urgent Care of ******** WAS IN Network. Very fishy that WellNow is not mentioned.
We hereby REJECT Business Response .
Sincerely,
*******************************Business Response
Date: 05/06/2024
**************** from WellNow tried to reach you and this case is now closed after multiple failed attempts. At this point, you must call ************** if you would like further assistance and ******** would love to address your complaint. Thank you!Business Response
Date: 05/06/2024
**************** from WellNow tried to reach you and this case is now closed after multiple failed attempts. At this point, you must call ************** if you would like further assistance and ******** would love to address your complaint. Thank you!Customer Answer
Date: 05/09/2024
Complaint: 21567994
I am rejecting this response because:
Sincerely,
*******************************Initial Complaint
Date:04/12/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 8/8/2023 I visited the Wellnow clinic located at ************************************************** for a bee sting reaction. I provided my ******** (Primary) and BC/BS insurance information. Months later I received a bill for $230.00. I attempted to contact Wellnow via phone to advise them that the claim was received by ******** (I have written proof). However, after several calls, some unanswered and some being transferred around to different offices leading to a dead end. Next, I sent a letter to with proof to Wellnow that ******** received the claim and that I also contacted **/BS who did not receive a claim but they contacted Wellnow for me and told them how to submit a claim. I received no response from Wellnow. After being notified that the bill was being forwarded to a collection agency, I again called ******** who researched the claim and I was advised that the claim submitted by Wellnow was rejected because it was missing some information and that Wellnow was notified to resubmit the claim correctly. Wellnow never resubmitted the claim and instead started sending more overdue bills. Consequently, I'm at whit's end because Wellnow will not cooperate by simply re-submitting the insurance claim to ******** & **/BS. A simple matter can be corrected if I could get cooperation and someone could do their job correctly. Consequently, my credit rating is going to take a hit unless this matter is resolved quickly. Wellnow Account #******* - ******** claim # ************* processed on 8/21/23.Business Response
Date: 04/15/2024
Response attached.Customer Answer
Date: 04/22/2024
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.
I received a phone call from Wellnow and was advised that they were working to resolve the issue and will work on retrieving the case from the collection agency. They will also attempt to resubmit the bill to Medicare. Therefore, the response is satisfactory SO FAR ! I will gladly resubmit my a more positive response once the issue is completely resolved.
Sincerely,
*******************************Initial Complaint
Date:04/12/2024
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.
I went to a Well Now facility in March of 2023. 3/29 to be exact. One year later, I received a letter from a **llection firm they use claiming I owned them $114.36. I was **nfused about the letter and subsequent call because I have insurance, have no ** pay and was never sent anything about owing them money prior to this day. I called Well Now billing and they admitted that they never processed my insurance. I asked them to do so now and they claimed the **uldn't since they had already sent the file to their **llections people. So they told me to call the **llections, which I promptly did. The **llections people informed me that you can't back date an insurance claim after one year, which ironically had just passed the day I received notice I owed them. The **llections people were insistent that I try to file a claim with my insurance, to which I refused, as it's not my responsibility to do so and of **urse I have no experience in billing either. Reluctantly they filed the claim...At this point, I have no answer as to whether or not the claim had been resolved. I'm assuming at some point I will get an update. My **ncern is that I'm on the hook for Well Nows mistake and they have absolutely no care in the world to help. They simply placed their error onto **llections. It's also ridiculous that they never mentioned this to me, since I've been in there since for treatment of something different. Well Now also have very limited customer service, their website offer no way to fix a claim such as mine. It's also quite ridiculous that my credit can be affected negatively by their poor processing habits. Based on my interactions with them, they don't care at all that they screwed me over and take no responsibility whatsoever. Seems like a poor way for a health care provider to operate. I'd like them to resolve my claim and stop with **llections. If my credit is affected they must repair it.Business Response
Date: 04/15/2024
Response attached.Initial Complaint
Date:04/11/2024
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 03/21/24 my son needed a non-CDL DOT form completed. I specifically called twice and ask how much he would be required to pay out of pocket and was told $100 as he did not need the urine drug screen as it had been completed the prior day by Labcorp. My son arrived for visit # ******* and when he arrived the receptionist requested $175. I called while he was standing there and spoke to the same person and advised her I just spoke with her twice and was told $100 to complete the physical form. She acknowledged what she said and only charged him $100 which a receipt was sent via text. On 4/10/24 he received a bill for $75 for a urine drug screen he did not need. I called the facility and was advised someone would call me back. Called the number on the bill for billing questions and was advised he could not help me and would escalate the concern and I would receive a call back and no one returned the call. Very dissatisfied with the service at this location and the deceptive billing practice.Business Response
Date: 04/15/2024
Response attached.Initial Complaint
Date:04/10/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was seen in urgent care for Covid testing on Nov 7. They were supposed to bill my insurance that I had at that time and never did (had BCBS through my employer). They now have sent me a bill for 195$ on Dec 2023 ( over 2 years later). I was never sent a bill prior despite them having my contact information as they were able to contact me now 2 years later. I have emailed them and asked for calls to further discuss with WellNow and they have not returned my calls or emails. As of today, they have sent my account to collections. I have attached my account info showing that they had not made an invoice prior to Dec 2023 for these charges from Nov of 2021.Business Response
Date: 04/12/2024
Response attached.Customer Answer
Date: 04/22/2024
Complaint: 21558392
I am rejecting this response because:The issue has not been resolved. Wellnow was supposed to contact me but they have not answered my calls or emails back. They report through an initial email from their financial department that they are processing my claim through my insurance but have not answered back my emails/calls to confirm this is happening and also to remove my account from collections.
Thanks for your help,
*******************************;Business Response
Date: 04/22/2024
The office has called you three times and sent you an email asking you to call the office. Please call the billing department at ************ for further assistance.
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