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
- 537 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:03/16/2024
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.
We have a credit on our account with this business and they wont give us our money back. My wife was seen by a doctor there in November of 2023. They wanted money up front even though we have great insurance. That's fine but now that the insurance has paid them we have a credit of ****** that they will not refund to us. We have tried many times to reach out to they're billing department which is an over ************. We have also called the ******************** care where she was seen who keeps refering us back to the billing department. Its just a big run around. They have been paid by us and the insurance company. we just want our credit back and it seem impossible. Why?
Business Response
Date: 03/19/2024
Response attached!Customer Answer
Date: 03/19/2024
Complaint: 21443787
I am rejecting this response because: We did speak with a representative on the phone.They don't deny that we have a credit. They just don't know when they will cut a check. They say it has to work its way through the system. They have been paid by us and the insurance company so they have been holding our credit for going on 3 months now. Imagine if we were withholding money from them for that long with that kind of excuse. Do you think they would send it to a collection agency? Do you think they would negatively impact our credit in any way possible? Its a matter of principle. That is bad business.
Sincerely,
******* And *******************************Business Response
Date: 03/21/2024
The patient was contacted on 3/18/24 that their refund is on the way and it will take 1-2 weeks from that date.Customer Answer
Date: 03/22/2024
Complaint: 21443787
I am rejecting this response because: We have contacted this business multiple times and this is what they tell us each time. Either they don't know when our money will come back to us or it will take 1 to 2 weeks. Its like a broken record. Same story over and over. This company is all about the money. They want all of they're money up front or a bank account number so they can get they're money in a timely fashion but when it comes to over payment or credit it seems they can take as long as they like. This is wrong! You would think that they would extend the same courtesy to the customer/patient as they demand for payments. If we took this long to pay them I'm sure they would be taking action to get they're money back. Don't you think you should treat people the way you expect and demand to be treated? We have been waiting for quite some time to get our money back. We have called multiple times and we still don't have our money back.
Sincerely,
******* And *******************************Initial Complaint
Date:03/15/2024
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.
We paid this provider $117 on 12/5/2023 when the service was received. They were in contract with our health insurance company at the time and we have $0 copay for urgent car which is listed on our insurance card. Since then they have been paid by ******************* Blue Shield in full and they refuse to refunc our money back. We have tried calling several times and they give us the run around.Business Response
Date: 03/18/2024
Response attached.Customer Answer
Date: 03/18/2024
Complaint: 21439876
I am rejecting this response because:
They refuse to give me back my refund, that they shouldn't have taken in the first place
Sincerely,
***********************Business Response
Date: 03/21/2024
You were refunded $117.00 on 3/19/24Customer Answer
Date: 03/23/2024
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:03/15/2024
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 wife's account was sent to collection. We never received any statements from them till 3/11/2024. They said they sent multiple statements last year. When we checked their portal, only a statement for 3/6/24 is listed. They also sent it to the wrong secondary insurance and the secondary insurance said never received any claims for my wife. Champva is the secondary insurance.The bill said we had 30 days to pay the bill before it went to collection. When I received the letter on 3/11/2024, i called their office. They said they couldn't help me because it was sent to collection. I asked about the 30 days grace ****** but they refused to help me because it was sent to collection. I was told i have to take up the bill with the collection agency.This is the second time in the last year that i have an issue with their billing department. I will never go there again.Customer Answer
Date: 03/15/2024
Submitted Business InformationComplaint ID: 21421372 Business Name: WellNow Urgent Care Address: 4827 ************ City: Lancaster State: ** Zip: 14086 Business Response
Date: 03/15/2024
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: 03/18/2024
Response attached.Initial Complaint
Date:03/15/2024
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 went to wellnow urgent care on March 21, 2023 and they didnt apply our insurance that I submitted. I submitted proof of insurance and a check was sent to them in the amount of $185 on December 7th. The check from my insurance to them was reconciled on January 11th. Check #*******. My insurance and I keep fighting with them to apply the check to my balance. They refuse to work with me or my insurance.Customer Answer
Date: 03/15/2024
Submitted Business Information
Complaint ID: ********
Business Name: WellNow Urgent Care
Address: ***************************
City: ******
**********************
Zip: 12203Business Response
Date: 03/15/2024
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: 03/18/2024
Response attached.Initial Complaint
Date:03/13/2024
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.
11/29/22 I had a wellnow visit. Months and months later I received a patient responsibility bill and immediately contacted my insurance who told me to ignore the bill, it was not filed in time. I received mail and calls from wellnow trying to collect the money, I emailed them and told them what my insurance company told me. They continue to try to get the money from me and have even turned the debt over to a debt collector that regularly calls me now. Wellnow will not talk to about this and tells me they dont own the debt anymore and that the debt collector does. Im really close to just suing them for harassment and so on. Its their fault and theyre turning it into my problem. Im extremely angry and this has caused me a lot of grief and time wasted.Business Response
Date: 03/15/2024
Response attached.Customer Answer
Date: 03/18/2024
Complaint: 21429178
I am rejecting this response because:
Wellnow is brushing me off. See attached email response I just received today (3/18/24).
Sincerely,
*******************Business Response
Date: 03/21/2024
Please call the office with any questions.Customer Answer
Date: 04/01/2024
Complaint: 21429178
I am rejecting this response because: This case shouldnt have been closed. Wellnow brushed me off and told me to call their billing department. THE BILLING DEPARTMENT WONT TALK TO ME!
Sincerely,
*******************Business Response
Date: 04/03/2024
The patient has been informed that his account is now with a third party, ********, and he must call them with any questions. ************. This matter is no longer in our hands.Customer Answer
Date: 04/03/2024
Complaint: 21429178
I am rejecting this response because: again like I said this business is rejecting to talk to me. Their first response was to contact their billing department, the billing department WILL NOT TALK TO ME. Wellnow sold my debt to a debt collector and EXPECTS ME TO RESOLVE THIS WITH THEM?! This is my last response, wellnow knows what they did and so does my insurance company. Wellnow knows the problem very well, knows theyre wrong and knows what the solution is. If this isnt taken care of by the next response to me then Im suing and youll get to pay for your mistakes, my time and the harassment Ive endured.
Sincerely,
*******************Initial Complaint
Date:03/10/2024
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.
On 11/6/22 I went to Wellnow for a covid test as preparation for surgery. I presented my insurance card and they did the test. I was charged nothing.On 11/3/23 I received a collection notice stating we owed $135, thinking I had somehow missed a bill, I paid the $135+ 4.74 for processing or whatever and thought that was the end of it, on 12/1 I recieved a bill from Wellnow stating the total charges were $155, I had paid $85 but still owed $70.Totally confused, I called Wellnow who told me to call my insurance company about the issue, which I did. ***** informed me that there was no claim filed from Wellnow for my Covid test. On 12/5 I called Wellnow and spoke to *************** who informed me that a covid test is over $300. I explained the situation, and she said I would get my $135 back after insurance pays the claim, and that it could take up to 45 days for that to happen and she would contact us when everything was settled. She never called I waited 66 days as it turns out and when i called Wellnow for an update I was informed that the entire claim had been moved to collections on 3/4/24.I am livid - We NEVER recieved a single bill until well after we were put into collections and that **** was wrong, and they never contacted us again before putting us into collections again.My insurance company stated that wellnow did not file a claim within the required 12 months so it was denied then tried to blame **** want my money back and my credit rating restored, and a serious apology from wellnow as this issue has taken well over 20 hours of my time.Business Response
Date: 03/13/2024
Response attached!Customer Answer
Date: 03/22/2024
Complaint: 21413104
I am rejecting this response because: I am confused about my complaint being closed when there has been no resolution to this issue. I received another bill after WellNow sent me to collections for a second time without first sending me a bill. I received an email from BBB stating the case is closed. How can this be when there has been no resolution?
Sincerely,
***********************Business Response
Date: 03/25/2024
Response attached.Customer Answer
Date: 03/25/2024
Complaint: 21413104
I am rejecting this response because: I have not been contacted by any WellNow representative to date. I did, however, receive a text message stating, "your bill from WellNow is past due. Please pay your bill today and take advantage of the 15% discount visit: rv2.io/wellnow/403651" on 03/18/2024. IF WellNow had actually billed BCBS when they were supposed to in 11/2022, the bill would have been paid in full by the insurance company as I had met my deductible for the year at that time. WellNow stated they sent the claim to the "wrong BCBS". I feel this is not my responsibility for the business not billing the correct insurance within the allotted time frame (12 months). ************* refuses to pay due to the business' failure to correctly bill them within 12 months time. WellNow never contacted me prior to turning me in to collections in 2023. They did not respond back to me when they said they would in 2024. Then, when I contacted them to follow-up on 03/08/2024, I found out they had turned me over to collections a second time on 03/04/2024. I feel I am not responsible for the bill as it is a failure on WellNow's side to bill appropriately.
Sincerely,
***********************Business Response
Date: 03/26/2024
This complaint is under review.Customer Answer
Date: 03/27/2024
Complaint: 21413104
I am rejecting this response because:There have been no updates what so ever. I have not heard anything from Well Now.
Sincerely,
***********************Business Response
Date: 03/29/2024
This complaint is under review.Business Response
Date: 03/29/2024
This complaint is under review.Business Response
Date: 04/01/2024
This complaint is under review.Customer Answer
Date: 04/07/2024
Complaint: 21413104
I am rejecting this response because: I just received another collection notice and now the Well Now wants 60 days to refile a complaint with my old insurance company that has already stated they are not going to cover. I should not have to wait for their response for my money since the error is completely with Well Now. This error of theirs has cost us at least 10 hours on the phone and now this. We should be done already.
Sincerely,
***********************Business Response
Date: 04/08/2024
This complaint is under review.Customer Answer
Date: 04/08/2024
Complaint: 21413104
I am rejecting this response because: On 4/2/2024, I received a phone call from *****************************-person who works for WellNow. She informed me the issue has been escalated and sent, again, to the insurance company and it will take 45- 60 days for WellNow to receive an answer. As previously stated to WellNow and BBB, ************* is going to reject it because it is being submitted to them after the 12 month timeframe allowed. ********* assured me she will contact me when WellNow receives a response from *************. Also, on 4/1/2024, I received a phone call from ***************** Services. I spoke with *************************, who informed me, "This is an attempt to collect a debt on behalf of WellNow, in the amount of $70." When I arrived home on 4/2/2024, after speaking with Ms. ****** I received correspondence from ***************** Services. It states, "As of 11/06/22, you owe $205.00/[I] paid $135.00. Total of Accounts of the debt now $70." WellNow, itself, had sent me a bill on 3/18/24. "Get 15% off your bill. Payment due= $157.25." I am very confused as to What WellNow is trying to do. How much time and money do they expect me to put into this error of theirs? The only resolution to this issue that I will accept is $0.00 balance.
Sincerely,
***********************Initial Complaint
Date:03/08/2024
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 transaction: 11/29/2023 I paid $38.00 of a $112.73 invoice so they would not send me to collection, while the case was being worked.The business billed me when I did not get services from them. I was so sick I could not even register the reception put me in. A physician assistance came out and told me they could not help me. I needed to go to the emergency room and offered to call an ambulance. I said no than I got a bill in the mail. I have reached out on 1/15 and 3/7 to *** and then to **** @ ************ on 1/222, 1/29, she stated the compliance **** would be contacting me (never heard from them) in regards to proof that they took my vitals on that day (they did not). Called **** on 1/29 and 3/7 (left vm). I will pay the bill if they can prove they gave me service. They cannot because they did not give me anything. Acct# ******. I have been waiting for the compliance or **** to call back, they never did. I talked to *** on 3/7 and she said the case was closed. I have to pay the bill because the Dr. said she saw me (that is a lie), I never saw a Dr. I need someone to help me refund my money and wipe this debt off my account so I does not go to collection.Business Response
Date: 03/12/2024
Response attached.Customer Answer
Date: 03/12/2024
Complaint: 21403656
I am rejecting this response because:
I have tried over and over to work with this business and I get a different story each time. That is why I complained to BBB in the first place. I would rather work with BBB to settle this matter. I want WellNow to send proof that I ***********. **** stated they have my treatment on camera as proof? That cannot be true so I want the proof sent to BBB. I no longer trust anything said by WellNow.
Sincerely,
*********************Business Response
Date: 03/13/2024
This case is still under review. Please allow more time for a response.Customer Answer
Date: 03/14/2024
Complaint: 21403656
I do not want this case closed until there is a resolution. I have been working with **** since January 29th with no resolution. How much more time are you asking for?
Sincerely,
*********************Business Response
Date: 03/15/2024
This case is still under review. Please allow more time for a response.Customer Answer
Date: 03/18/2024
Complaint: 21403656
I am rejecting this response because: I There has been no resolution. I talked to Dashonda in billing and she stated billing ***** was going to waive the invoice. But the local WellNow refused to ********* would need to contact them. I talked to **** and she stated it was management over her head that would not waive invoice. I asked who that was n she stated ****. ****? The original person I was working with to begin with. Said I needed to work w/Compliance ******** never heard anything from them. I called **** n left vm for her to call me.
Sincerely,
*********************Business Response
Date: 03/21/2024
This case is still under review. Please allow more time for a response.Business Response
Date: 03/22/2024
Many attempts made to reach the patient. This case should now be closed as the patient must contact us to review and discuss. This is a patient responsibility, and we will not be adjusting the balance as the patient was seen in the office by a provider.Customer Answer
Date: 03/25/2024
Complaint: 21403656
I am rejecting this response because: No one has tried to call me. I called billing department and was told the bill approved the bill being written off. It was rejected by WellNow office in ********. I talked to the manager and she told me they were willing to write off the bill. However, higher *** will not let them write it off. I asked for the contact info of higher up and she gave me ****'s name and number, the person that told me she had me on camera and could provide vitals were taken. Told me she contacted the compliance team to send me proof of the video and I never heard from them. I called **** left a VM for her to call me back and I am still waiting on that call. If **** cannot contact me please have her boss call me at ************.
Sincerely,
*********************Initial Complaint
Date:03/08/2024
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 on 3/3 for extreme ear pain/ jaw pain/ sinus pressure. I paid $165 ( because I felt that awful) and you do not accept ******************* I was seen by *******************************. I was misdiagnosed and she said it was only a viral infection. I have been in extreme pain this entire week, unable to sleep, swallow, or even work every day.Today 3/8/23, I went to my Primary Dr. and was diagnosed with a severe ear and sinus infection. He stated that if you not look at the entire ear canal (not just straight on) it would have been missed.I have been delayed treatment and a wrongful diagnosis. I expect a refund of the $165 I paid for wrongful medical care.Business Response
Date: 03/12/2024
Response attached.Customer Answer
Date: 03/12/2024
Complaint: 21405407
I am rejecting this response because:I would like this resolved and I refund initiated for $165 due to wrongful medical care. I have not received a response back from anyone
Sincerely,
*************************Business Response
Date: 03/13/2024
The patient was contacted by the office on 3/12/24 and resolved the issue.Customer Answer
Date: 03/20/2024
Complaint: 21405407
I am rejecting this response because:I have not received the requested refund of $165 or a response as to when it will be sent.
Sincerely,
*************************Business Response
Date: 03/21/2024
The patient was contacted by the office on 3/12/24 and resolved the issue.Initial Complaint
Date:03/06/2024
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.
In December 2023 I made two visits to WellNow Urgent Care. The care I received was excellent. In January, I received a bill for the first visit for $86.65. I went online and paid that. The next day, WellNow again took out $86.65 on my credit card. As soon as I realized, I called the company where I was informed that the additional charge was put on the entire bill for both visits. They were sending a check for $22.29. About a week later, I received a statement for $151.01, which was for both visits. This was what the other two charges were to pay. I checked my charge card, and there was a charge for $151.01 which I didn't authorize. About two days later, I received another statement for $151.01. Again, the pending charges on my account showed that I was going to be charged that amount without authorization. I called the company and was very badly treated by the customer service person. Then I called again, and a different customer service rep was better informed. Finally, a supervisor named ******* called. After several calls with her, she was told I had set up Autopay on their website. I didn't do this knowingly, and I received no communication that it had been done. I went to their website and managed to figure it out on how to cancel the autopay. Just for giggles, I set it up again (this had never been done the first time). I received an email this time, which I hadn't received before. Then I canceled it. This time I received an email which I didn't receive when I had canceled the first one. I called after about a week to see if a check had been issued. For some reason they don't issue a credit card refund. I was told it had been issued on February 8 and that it would take up to three weeks to reach me. I called on March 1 because I have yet to receive a check. I was told that a check would be reissued that day, and it will take up to three weeks to reach me. I have supporting documents and notes. The company has agreed I should have a refund. I want it.Business Response
Date: 03/08/2024
Response attached!Initial Complaint
Date:03/04/2024
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.
I have been trying to resolve an issue with well now about a bill since 2023. I had a telehealth visit in 12/22 for which I was charged twice. I called the company and gave them all my insurance information as well as provided it online. Each time I was told they didnt have insurance on file and will send the bill in. I receive a letter today 3/04/24 stating if I dont pay the bill in 30 days I will be sent to a collections agency. I call and no one can assist me because my bill is already pending with a collections agency. How can you send a bill allowing for 30 days and already be in collections. Collections doesnt have my information yet. This is ridiculous. They do not have good billing practices and it should be illegal to offer 30 days when you have been sent to a collections agency already.Business Response
Date: 03/05/2024
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: 03/06/2024
Complaint: 21381553
I am rejecting this response because: the claim was not against Aspen Dental but Well Now Urgent Care Clinic.
Sincerely,
*******************************Business Response
Date: 03/08/2024
Response attached.
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