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

536 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:04/05/2024
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 business was paid money for services rendered and did not **** the account as paid off. The bill continues to be sent to me despite being paid and the payment confirmation number is not accepted as proof of payment. The money was taken out of the account on my end.
Business Response
Date: 04/08/2024
Response attached.
Initial Complaint
Date:04/04/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They did NOT turn in the $315.00 to my insurance company and they did NOT hold up their promise they would NOT do anything with the bill until the insurance had paid or refused.Turning it over to a collections agency was totally unnecessary because the bill was paid when received. I am NOT the only person this has happened with. I have been asking people I know that has used this place for urgent care and this is NOT an isolated incident.Hope this helps other people make sure their insurance company has been notified before they pay a bill from this company...
Business Response
Date: 04/08/2024
Response attached.
Initial Complaint
Date:04/03/2024
Type:Customer Service 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.
01/19/23 date of service Covid 19 test Over billed ******************* )Only billed primary insurance and did not bill secondary insurance. (Medicaid)Covid test was supposed to be free Sent account to. Collections No valid written notification that there was billing issues
Business Response
Date: 04/05/2024
Response attached.
Customer Answer
Date: 04/08/2024

Complaint: 21524219

I am rejecting this response because:

Sincerely,

*******************************
Customer Answer
Date: 04/08/2024
My insurance company United healthcare ******** & independent health medisource have PAID these claims. I have requested copies of the *** that states claim is paid.
covid 19 test are FREE via government ***** also so they have double dipped billing by accepting funding support from government pandemic *****s.
they should of NEVER sent this to collections. I did not receive any notifications that there was a bill or unpaid balance otherwise I would of corrected it more timely.
they REFUSE to remove it from collections. This has happened to several people. I intend on requesting a class action lawsuit be filed because of their billing practice
I will provide contact information & insurance statements asap.
Thank you for investigating this matter,

the collection agency hadnt uploaded the files yet so its a waiting until they can put it in their system.

Business Response
Date: 04/08/2024
This complaint is under review.
Customer Answer
Date: 04/25/2024

Complaint: 21524219

I am rejecting this response because:

RE: fraudulently / inappropriate / mistaken billing & collection practices.

Date of service 01/19/23

I have been in touch with a few representatives from WellNow one of which falsely identified herself as calling from the BBB which I knew was a lie because I have caller ID & saved contact information from everyone I spoke to about this.

Names of billing clerks from WellNow
***********************;
****************
*** ?
Phone # ************

My insurance (s) both reached out to WellNow to explain the claims had been paid in full.
***** & ****** from United Healthcare (Medicare)
**************
Payment ID# ****************
Attached please find image of claim statements. 5 pages

Independent Health (medi-source / Medicade ) spoke & email with ********* from
Coordination of Benefits. She advised WellNow & sent over documents supporting the claim was paid.
Phone # ************ ask for Coordination of Benefits ********* she can provide documentation.

This collection account from ********************** was a FREE Covid-19 test advertised free & paid for by the Government as part of the Covid-19 Emergency relief fund grants that ALL medical providers received to give out FREE Covid testing.

*** ISSUE*** WellNow is double & triple dipping collecting payments for Covid test that were already paid by the federal emergency disaster Covid relief grant.

Payment #1 government grant
Payment #2 insurance
Payment #3a private pay
Payment #3b collections

*** other issue***
Improper or No written communication advising patients of outstanding balance. Sent to collections with our due diligence in writing.
There should of NEVER been a bill to begin with because it was ADVERTISED FREE & paid by the **************************************** dir="ltr" style="color: rgb(24, 50, 71); font-size: 14px; font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, "Helvetica Neue", Arial, sans-serif;">
***another issue***
Padding the bills -over-billing allowable amounts thur insurance. Extra charges via additional billing codes!

I was advised 2 weeks ago that WellNow was recalling my claim from collections for review with back office.
Yesterday I got a call from collection agency Phoenix Financial
Phone # **************
The called was rude and wouldn't listen to my explanation.
It took 4 more phone calls to both insurances and WellNow to request the recall be processed and removed from collections and to remove any negative impact on my credit report such as late or unpaid.
I was told to wait again by **************** at WellNow.

??? QUESTION ???
How many people paid the bill out of pocket after insurance paid it & the government paid it? How many sent to collections and are being intimidated to pay it ?

INVESTIGATION is needed to look into shady business schemes and practices. I strongly feel they are purposely over billing and utilizing alternate billing codes to "PAD THE ***** also
They are scamming patients, insurance & the government.
A forensic accountant needs to review all the Covid 19 testing billing records.

Thank you for your assistance,

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

Business Response
Date: 04/29/2024
Please contact WellNow if you have any further questions.
Customer Answer
Date: 04/29/2024

Complaint: 21524219

I am rejecting this response because:

Please see attached

Sincerely,

*******************************
Initial Complaint
Date:04/02/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In Spring of 2023, I experienced a health issue and went to WellNow. They messed up the testing that they did so they told me to come back and that the visit would be free of charge because it was their mistake. Not only did they charge me $330.00 for this visit, but their treatment made me much sicker, and I had to go to another doctor. I called and disputed this bill multiple times and was always told that they would escalate it and I would hear back. And yet, I continued to receive bills in the mail and NEVER got a call about escalation of the claim. And I called and called and always got this same runaround. Fast forward, and they placed my debt with a collections agency rather than ever escalating my claim for the wrongful charge, when I was promised that visit was going to be free because of their mishandling. I called this collections agency, and I explained the situation and they cut me a deal and said that I could get a discount and they would clear my wrongful debt so I could just move on. At this point I was exhausted and paid the $286.86 because I was promised it would be over. I have now found out that that collections agency also lied to me, never closed the case, and WellNow took the debt back from them and placed the "remaining" $43.14 to a second collections agency, ******* Financial. They refuse to honor the other collection agency's promise. All of this comes back to the fact that I never should have been charged in the first place, being lied to by WellNow, their negligence with both my tests AND treatment, and the fact I was repeatedly lied to that my claim was being escalated. They lied about everything, and my debt was placed with collections agencies so they wouldn't have to own up to their mistakes and fraud. In the event that WellNow is unwilling to resolve this voluntarily, I request the names and addresses of any agency this debt has been outsourced to so that I can file complaints with the appropriate states' AG's offices.
Business Response
Date: 04/04/2024
Response attached.
Customer Answer
Date: 04/06/2024

Complaint: 21518630

I am rejecting this response because:
Although they claimed in their response through the BBB system that they would contact me directly, I have not received any communication from WellNow. As there has been no communication with me, and therefore no resolution, I am rejecting this response. If they would like to communicate with me, I request that everything be through this BBB system.
Sincerely,

****************
Business Response
Date: 04/08/2024
This complaint is under review.
Customer Answer
Date: 04/10/2024

Complaint: 21518630

I am rejecting this response because:
As I am forced to respond or this gets closed, and I still have not heard. All of these supposed third party phone calls or contacting me outside this platform is still yet to happen. I am waiting but as it stands these feel like stall tactics to get me to not respond as I wait for a call.
As they have responded numerous times by now saying that they are going to contact me, why havent they?

Sincerely,

****************
Business Response
Date: 04/12/2024
This complaint is under review.
Customer Answer
Date: 04/15/2024

Complaint: 21518630

I am rejecting this response because: As I am forced to respond or this gets closed, and I still have not heard anything from them. All of these supposed third party phone calls or contacting me outside this platform is still yet to happen. I am waiting but as it stands these feel like stall tactics to get me to not respond as I wait for a call.
As they have responded numerous times by now saying that they are going to contact me, why havent they?

Sincerely,

****************
Business Response
Date: 04/16/2024
This complaint is under review.
Customer Answer
Date: 04/17/2024

Complaint: 21518630

I am rejecting this response because:
I am no longer waiting for a contact that I believe will never happen. I have received this same canned response over and over. I believe this to be a stall tactic to wait for the complaint to close. I demand that all negotiations and discussions take place publicly on the BBB platform. If WellNow doesn't agree to this and responds to this message with yet another stall tactic, I intend to escalate this to the state AG's office.
Sincerely,

****************
Initial Complaint
Date:04/01/2024
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.
Tonight I had appt for myself and 2 children for 6,6:10, and 6:20. I arrived at 545 and was told I had to pay ***** a person. I said I have been coming for years and never paid. She said you either pay or leave. I pulled my insurance page and showed where it said the children are a 0.00 copay. She said well you either pay or leave and you can dispute later. We are going out of town and need to be treated now so didnt leave. Finally saw doc at 7:10 well more than an hour after the initial appt. Was told my daughter has upper respiratory infection but they wont give antibiotics as she has only been sick for 5 days and they wont treat until 10 days. Got meds for myself and my son. Finally after our paperwork was done we left at 7:37!!!! Almost 2 hours after arriving for scheduled appts! This has to be the worst experience I have ever received. I will not return and would like a refund as I shouldnt have even been charged!
Business Response
Date: 04/04/2024
Response attached.
Customer Answer
Date: 04/05/2024

Complaint: 21515943

I am rejecting this response because: until this issue is resolved I wont be accepting anything.

Sincerely,

*******************
Business Response
Date: 04/08/2024
This complaint is under review.
Customer Answer
Date: 04/08/2024

Complaint: 21515943

I am rejecting this response because: no resolution received still. No communication received from Wellnow

Sincerely,

*******************
Business Response
Date: 04/08/2024
This complaint is under review.
Customer Answer
Date: 04/08/2024

Complaint: 21515943

I am rejecting this response because:
I will not accept anything until Im refunded and the issue is resolved. I have sent emails to the billing department and still have yet to receive any responses. I will not close matter with BBB until everything is finalized.
Sincerely,

*******************
Business Response
Date: 04/11/2024
The patient has been spoken to.
Initial Complaint
Date:04/01/2024
Type:Customer Service 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.
WellNow performed testing as required by my employer at our office and this was paid by my employer back in September. WellNow has sent me several bills (Acc # ******) stating that this service was my responsibility to pay and when I call to clear this matter up they transfer me and I am only ever able to leave a message, no one EVER calls me back. When I called last week the person I spoke to stated that this bill had now been sent to collections and then transferred me to another department where no one answered the phone.
Business Response
Date: 04/03/2024
Response attached.
Initial Complaint
Date:03/27/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I brought my daughter in to the ***** ** Wellnow Urgent Care today 3/27 at approximately 5pm. I filled out everything on my phone because everything is done online now in order to be seen, and we had a copay of 10 dollars and alls I had was cash and I don't save my debit or credit cards to my phone, and they were going to refuse treatment because they do not accept cash as payment. They only accept cc. I really thought ** was against cashless businesses. I thought businesses had to accept any form of legal tender. A stranger ended up paying my daughters copay. That's ridiculous.
Business Response
Date: 03/29/2024
Response attached.
Initial Complaint
Date:03/26/2024
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.
Paid copay at time of visit. They keep sending me bills for it have contacted many times say no payment made I sent bank transaction to them still no answer
Business Response
Date: 03/28/2024
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!
Initial Complaint
Date:03/25/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went to Wellnow Urgent Care in ********, ** on 7/18/23. I gave them both my primary and secondary insurance cards to scan and bill. They only billed one insurance and sent me a bill for the rest. I talked to ******* 9/14/23 @ 11:59 who told me that the insurance was entered and would be resubmitted and would take ***** days minimum to show. I got another bill in December 2023. I talked to ***** 12/18/23 @2:29. Was told AGAIN that she entered my insurance correctly and the bill would be resubmitted. I opened my mail today and have another bill. Still not properly billed. This one offers me a 15% discount, wants to hear from me in 30 days or will send to collections. I called immediately because I've been keeping detailed lists of my conversations showing that I have been trying to get them to properly bill my insurance for months. I was told by *** on the phone today 3/25/24 @ 5:50 that a collection agency had "bought my debt" I said 1st of all this was never billed correctly and I've made multiple attempts to fix it. Been told each time it was taken care of. I then asked why I would just receive a letter telling me it would go to collections in 30 days without the actual 30 days. *** said she didn't know. I asked for a number for a corporate office and was given ************. That is not a wellnow number. It is a number to the security office of a local hospital. I tried multiple other numbers but get nowhere. Both of my policies are Excellus. When they are both billed correctly I have a $17 copay. That is all I ever pay for an office visit. I have tried multiple times to have this billed properly. I am not paying a bill I do not owe. The fact that a bill that was never properly submitted was purchased by a collection agency should be illegal. If not illegal then it is definitely unethical. This business makes it impossible to talk to anyone that can help. My acct# ******* in case someone at ******************** wants it. They should be ashamed of their business
Business Response
Date: 03/27/2024
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!
Business Response
Date: 03/27/2024
Response attached!
Customer Answer
Date: 03/30/2024

Complaint: 21485273

I am rejecting this response because:
I am currently happy with the business response, however I have been told multiple times that the matter is being handled by the business. The business states they are currently re-submitting my bill to my insurance. My concern now is that my insurance will reject it for timely filing and not pay it. I would like this dispute to stay open until my insurance responds because I am unwilling to pay any more than my $17 Co pay that I should owe if this was handled by the business properly to begin with.

Sincerely,

************************************************
Business Response
Date: 04/01/2024
This complaint is under review.
Initial Complaint
Date:03/21/2024
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.
On 1/15/24 I went to Wellnow Urgent Care in *************, ******** due to rib pain from a fall I had during a trail run/race. After describing the issues, they took me back into a room and then had me do a urine test (item #***** in the attached). After that, I saw the physician on staff (********************* I believe) to whom I informed of my situation. After the initial discussion, he left the room and I didn't see him for around ***** minutes. I came out of the room and saw him sitting at a computer and asked him if he had any next steps that they were going to perform. He stated he was trying to email some other healthcare practitioners to see what he should do. I was a bit surprised as I thought that this would be his role in this situation since it is an urgent care facility. Another 10 to 15 minutes passed and the physician came back into the room. At that point, he told me there was nothing that they could do for me and to go to the *** I went to the ** and found out that I had a broken rib. I then received a ******************* from the ** and set it up for a payment plan.Not too long after that, I surprisingly received a bill from Wellnow (a follow-up bill is attached) for $250.63. This was shocking to me since they performed no services and told me to go somewhere else. They did perform the urine test but I'm not even sure why they did that (they didn't even do that at the hospital). Overall, I am seeking a billing adjustment. The only service they performed was the urine test at $7.75. Therefore, I believe the bill should be changed from $250.63 and reduced to $7.75 to reflect the accuracy of their services. I have called them on 2/14, 3/13, and now on 3/21 and have not been offered a resolution. They state that they will have their team leader call me back. According to them, they called after my 2/14 call but didn't leave a voicemail. I have not received a call back since then (even after my 3/13 call); I do not think they intend to address this issue.
Business Response
Date: 03/25/2024
Response attached.
Customer Answer
Date: 03/27/2024

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 call from WellNow today and they stated that they agreed that this should be a "do not bill" and that I do not need to pay the statement I received. Thank you to BBB and WellNow for helping me resolve this.

Sincerely,

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

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