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

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

If you've experienced an issue

Submit a Complaint

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:02/28/2024
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.
My son went to WellNow clinic in **********, **. He gave them our insurance card and informed them that our deductible was met. They charged him $100. Our insurance company ********** paid the $100. We have had to call multiple times to get them to agree to give us our $100 back. They knew they had the money. They got paid by ********** and never gave us our money back. This company is a scam operation.
Business Response
Date: 03/01/2024
Response attached.
Initial Complaint
Date:02/28/2024
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 December 21, I went to Wellnow in ******** for a Covid test. The girl told me I would have to pay $117. I told her my copay was only $40.00, and she said it was because of my deductible. I called Excellus and they said I don't have a deductible and I only owed $40.00. They called Wellnow, and the girl said they would send me a check. I still haven't received it and get nothing but the runaround when I call. I informed Excellus and they did an inquiry and were told a check was issued on January 8. About 3 weeks ago, I received a call from Wellnow saying there was a glitch in the system and I would have a check in two weeks. I still have not received it. Not only did they overcharge me, they also told me I didn't have Covid. I ended up in the ** that night and was told I DID.
Business Response
Date: 03/01/2024
Response attached.
Customer Answer
Date: 03/01/2024

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:02/27/2024
Type:Product 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.
The Amount of money I was charged. I took my granddaughter into Wellnow to be seen by their doctor for strep throat. The woman never asked for the 2nd insurance card and only used the one on file. I didn't know she didn't have both in their system. I paid $30 as requested. I then spoke to my daughter-in law and told her what they charged. She then called them to let them know there shouldn't be a charge. The woman, **** was very rude to myself and my daughter in law. I then decided to go somewhere else due to her *************** it was going to take to be seen as I was on my lunch break. I asked **** to refund my money back to my debit card. She said, "We don't do refunds, there is no way for us to return it to your debit card." she then became very argumentive with me. I told her I was going to report her & the business to the BBB. She stated she didn't care, they won't do anything anyways. I then left and called my credit union to stop payment but they said it already went through. Once it is processed I can file a dispute. What kind of business can take your money and not provide any service (we never went beyond the waiting room) and refuse to refund it? I know it is only $30 but that is not the problem. The problem is how many people do they do this to and how much are they making by doing this to others? I would love your help with this issue.
Business Response
Date: 02/29/2024
Response attached.
Customer Answer
Date: 03/07/2024

Complaint: 21353702

I am rejecting this response because:
The representative that called me from WellNow was very nice, She apologized for the workers behavior that I had to deal with and told me that they cut me a check to return my money on February 27th and I should get it within a few days. It's been almost a week and I have not received anything from them. She stated I should get it on Friday March 1st or Saturday March 2nd as they mailed it on February 27th. Today is March 7th.

Sincerely,

*******************
Business Response
Date: 03/10/2024
We will review further and follow up with the patient.
Customer Answer
Date: 03/12/2024

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:02/24/2024
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 February 13th, 2024, my wife went to Wellnow Urgent Care located in ***********, ************ to be tested for strep throat. With my insurance, the copay for the visit should have been $20. The person who registered her told her the cost was $150 and lied to her saying it would be applied towards my deductible. My wife paid the $150 to be seen and was given the strep test. That night, I filled out a form on their website stating she was overcharged for the visit. I did not receive any response from them as of 2/24/2024. I logged into my Highmark account, and per the insurance, she should have paid $40. With my insurance, a $40 copay applies to specialists. The facility is not a specialty location. Regardless of their designation, they owe me a difference of $110 for being overbilled. The strep test was no cost to me. I am the policy holder of the insurance.
Business Response
Date: 02/27/2024
Response attached.
Customer Answer
Date: 03/01/2024

Complaint: 21343162

I am rejecting this response because:
WellNow called my wife on 2/28/24. They told her they charged her $150 because my insurance has a $600 deductible. First, my insurance has a family deductible of $600 and an individual deductible of $300 per person. Second, a copay does not apply to the deductible. The representative from WellNow claimed they will refund me the difference once they receive payment from my insurance. They have no right to overcharge for a copay in any instance. If there was a difference based on the strep test, they should have sent a bill. The strep test was fully covered. WellNow is trying to catch people off guard and steal from those who are unaware of their insurance coverages. My insurance sent payment on 2/28/24. As of 10:42 pm on 3/1/24, we have not received any notification from WellNow that they will be refunding my money.

Sincerely,

*********************
Business Response
Date: 03/05/2024
This complaint is resolved.
Customer Answer
Date: 03/05/2024

Complaint: 21343162

I am rejecting this response because: This complaint will not be resolved until I get my money back. We have only received one call from WellNow claiming they would refund the difference. We have not received any payment.

Sincerely,

*********************
Initial Complaint
Date:02/23/2024
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 presented for care for a broken leg on 6/24/2023 and received a bill for health care, knee immobilizer and crutches. I did not receive crutches and had to go elsewhere to purchase this medical supply. I sent two emails requesting the charge/code for the crutches to be removed, but those emails have never been responded to. I have called 4 times notifying them of the fraudulent charge. I was also told a manger would become involved and have yet to receive any response or notification that a change had been made. Instead, I have been threatened with collections and a lowered credit score.
Business Response
Date: 02/27/2024
Response attached.
Customer Answer
Date: 02/28/2024

Complaint: 21339675

I am rejecting this response because: I spoke with a representative on the phone and they said they can no longer make changes to the account since it has been sent to collections 26 days before WellNow said it was going to be submitted to a collections company. I called the collections company and they are also not able to view the account because it takes 30 days to process. Now there is no one who can solve my problem. Who am I supposed to contact to get this solved?

Insincerely,

*****************************
Business Response
Date: 03/01/2024
This complaint is no longer in WellNow's hands. The complaint is with ********.
Initial Complaint
Date:02/22/2024
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.
Date of service 12-26-2023 Patient paid $200.00 Acct no: ****** Insurance claim processed 01-06-24 and check was sent to provider.Copay was $30 and$170 overpayment check not received after two phone calls, one email and one personal site visit between 01-17-2024 and 02-07-2024. Patient insurance BCBS ID *************** is 02-22-2024.
Business Response
Date: 02/27/2024
Response attached.
Customer Answer
Date: 02/29/2024

Complaint: 21334020

I am rejecting this response because:Over two months have passed since my date of service with Wellnow Urgent Care on 12-26-23 in ******* *******. I received an email on 2-28-24 from Wellnow Support Manager, ***** stating they made several phone calls to me regarding my complaint. I checked my phone log and it shows no calls from their phone number ************. The email also states their refund team is DILIGENTLY processing the $170 refund but their time frame for completion is still uncertain. Neglectfulness, idleness, inactivity and procrastination is prevalent since the refund invoice has not yet been completed and mailed. My insurance company mailed Wellnow a check to cover their services back on 1-6-24.

Sincerely,

*********************** 2-29-24
Business Response
Date: 03/01/2024
This complaint is under review.
Initial Complaint
Date:02/22/2024
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.
I used the WellNow call-in service to talk to a healthcare provider about a bite on my leg. I gave them my insurance information, and was informed that my insurance might not cover the call, and that I may be billed as much as $75. I agreed and continued with the call.Many weeks later, I was sent a bill for $230, which I paid (this was my mistake). However, I did contact WellNow and complained that I was never told I might be billed so much. They said they would check into it. Then they said they tried to submit the claim and it was rejected because my gender was listed as male (it isn't). From their email: "I reviewed your account and the insurance company has your gender listed as male. You would need to contact them and correct that and we can then resubmit the claim to the insurance."When I said I'd been using this insurance for years and no one had ever said my gender was listed as male, a different support person said they would submit my claim and I should get a reimbursement in the mail within ***** days. It has been over two months, and I received a letter from my insurance company saying I did not owe the $230, and that they did not pay the $230. The reason I do not owe is one of three: 1) that I chose a network provider that gives my insurance a standing discount, 2) I chose an out-of-network provider that agreed to an amount less than billed, or 3) it is a surprise bill and the law protects me from having to pay it. (************** Empire Plan).WellNow misrepresented the amount I may need to pay by $155. I want my money back.
Business Response
Date: 02/26/2024
Response attached.
Initial Complaint
Date:02/20/2024
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.
My husband took our four year old to the urgent care this evening for an ear infection. They refused to see my daughter without upfront payment of $106. I work in insurance and know that they cannot do this unless our insurance is not accepted, which it is. I told my husband beforehand to make sure it runs through insurance, but in the moment they were arguing that they would have to leave if he did not pay and were refusing to run through insurance until he paid. With it being late and our daughter hysterical he paid the upfront money. This is ********* out of pocket that will never go to my deductible or out of pocket maximum. The urgent care is collecting directly from patrons and then also from insurance, which is illegal. Id like to be refunded the $106 and an investigation be done.
Business Response
Date: 02/23/2024
Response attached.
Customer Answer
Date: 02/26/2024

Complaint: 21322690

I am rejecting this response because: the issue does not include any personal health data. This is not a Privacy issue, especially when I have opened this issue. I would like a refund for the $106 paid out of pocket.

Sincerely,

****************
Business Response
Date: 02/26/2024
This complaint is under review.
Customer Answer
Date: 02/28/2024

Complaint: 21322690

I am rejecting this response because: no one has reached out to me. If they were investigating this I would have heard something by now. My number is ************, so theres no excuse. I am not going to respond that I am satisfied until I hear from them directly or they actually respond via BBB. Responses like this claim is under investigation just prolong the issue and are a way of not addressing anything.

Sincerely,

****************
Business Response
Date: 03/01/2024
This complaint is under review.
Customer Answer
Date: 03/01/2024

Complaint: 21322690

I am rejecting this response because: the business in question is repeatedly sending the same response with no new information. I would like this escalated.

Sincerely,

****************
Business Response
Date: 03/04/2024
This complaint is under review.
Customer Answer
Date: 03/05/2024

Complaint: 21322690

I am rejecting this response because: waiting on actual response

Sincerely,

****************
Business Response
Date: 03/08/2024
The office is waiting for the patient's father to return their call and email.
Customer Answer
Date: 03/11/2024

Complaint: 21322690

I am rejecting this response because: please respond through BBB

Sincerely,

****************
Business Response
Date: 03/13/2024
The office is waiting for the patient's father to return their call and email.
Customer Answer
Date: 03/14/2024

Complaint: 21322690

I am rejecting this response because:no one has called or emailed. I am the mother and you can communicate with me via BBB.

Sincerely,

****************
Business Response
Date: 03/15/2024
The office is waiting for the patient's father to return their call and email.
Business Response
Date: 03/18/2024
The office is waiting for the patient's father to return their call and email.
Customer Answer
Date: 03/20/2024

Complaint: 21322690

I am rejecting this response because: respond via BBB as Id like this documented. My HSA was used, not his. You do not need to speak to him.

Sincerely,

****************
Business Response
Date: 03/22/2024
The office is waiting for the patient's father to return their call and email per HIPPA.
Customer Answer
Date: 04/01/2024

Complaint: 21322690

I am rejecting this response because:
I have rejected this response from them (multiple times) because Im the mother of the patient, Im the one that paid for the visit, and Im the one who opened this case. I want their response documented and will not be calling them. If someone from BBB could follow up with them to get a different response that would be great!

Sincerely,

****************
Business Response
Date: 04/03/2024
Per HIPPA laws, the patient's father is the guarantor on this account and he must call the office if he would like. Please sign a release at the office if you would like information to be released to you. Thank you!
Customer Answer
Date: 04/03/2024

Complaint: 21322690

I am rejecting this response because:

This is ********************. What information can you provide me? As my wife has mentioned, we would like everything on paper moving forward.

Sincerely,

******* Clear
Initial Complaint
Date:02/20/2024
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 made an appointment for a non dot physical and a ppd test for a job. I drove 30min to this place to be told they didn't have any. Then the next day they called and said they had some. I wasted my time and gas the 1st trip and now im ******* to try to get this done in the time frame. I should have been called to rescheduled when they seen i had that appointment. This is very unacceptable. I will not ever come back to thia location in ********* **. I dont have extra gas money to make these useless trips.
Business Response
Date: 02/22/2024
Response attached.
Initial Complaint
Date:02/19/2024
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 Dec 25th I went to wellnow urgent clinic and although they accept my insurance they stated new policy was I needed to pay ****** up front and I would be reimbursed once the insurance paid the claim. The insurance paid the claim in full on Dec 29th. WellNow is not refunding my money. First they said it would be reversed and back in my account in 5-7 days.. 14 days later nothing. 30 days later nothing. I called again on Friday feb 16 and one agent said it would be reversed immediately which it wasnt. Then I spoke to a different agent and they are telling me a check will be mailed and mail is slow and it could be another 6 weeks before it arrives. They took my payment out in less than 10 seconds, I shouldnt have to wait for 6-12 weeks. I even had the insurance specialist call and they told her a check would be mailed and still nothing. They do not respond to emails. They claim they dont have a phone number to the refund specialist. They do not return phone calls. I am emailing and calling weekly and still am not getting my money returned. The claim for the insurance payment is 2023363BF3709 Any help would be appreciated. Thank you
Business Response
Date: 02/21/2024
Response attached.
Customer Answer
Date: 02/26/2024

Complaint: 21312844

I am rejecting this response because:
I am awaiting the refundthe business stated they would be in contact with me Wednesday and let me know at that time where my refund is. As soon as it is provided to me, I will ask to close the case
Sincerely,

***************************
Business Response
Date: 02/27/2024
This complaint is under review.
Customer Answer
Date: 03/04/2024

Complaint: 21312844

I am rejecting this response because:
I was told by ****** the claims specialist that she would call me on Wednesday feb 28th after she expedited my claim. I still have not received a call about my status, nor I have received my refund. It has been over 8 weeks and Im still waiting.
Sincerely,

***************************
Business Response
Date: 03/04/2024
This complaint is under review.
Customer Answer
Date: 03/05/2024

Complaint: 21312844

I am rejecting this response because:
There is nothing to review. I have sent all the documentsthe insurance company has called and verified they received the payment from them. I have been told multiple times over and over and over that the check is in the mail. And still nothing. It took them 10 seconds to take my money and its been 2 1/2 months and they cant refund it?. It is one excuse after another. They do not communicate and all they do is pass your call around. I always have to initiate contact. I have been told several times that I would get a call back and Im still waiting. This is very unprofessional.
Sincerely,

***************************
Business Response
Date: 03/08/2024
The office is waiting for the patient to return their call and email.
Customer Answer
Date: 03/11/2024

Complaint: 21312844

I am rejecting this response because:
I am trying to contact ****** and return her callI called at 9:06 am and was disconnected upon transfer
Called again at 9:14 *************************** up while I was giving her my name address phone and birthdate like she demanded
Called again at 9:16 and spoke to **** who stated they have a refund system that will *********** weeks and refused to connect me to ***********;
****** left me a voicemail with an extension number of ****** and when it connects it wants my mailbox numberIm not an employee there so I dont have a mailbox.
It has now been 10 weeks since they took my money . Even if it takes 6 weeks to process a refund thats still an extra month.
I am very tired of this run around and nobody will return my money.
Thank you for your help

Sincerely,

***************************
Customer Answer
Date: 03/11/2024

Complaint: 21312844

I am rejecting this response because:

I am trying to contact ****** and return her callI called at 9:06 am and was disconnected upon transfer
Called again at 9:14 *************************** up while I was giving her my name address phone and birthdate like she demanded
Called again at 9:16 and spoke to **** who stated they have a refund system that will *********** weeks and refused to connect me to ***********;
****** left me a voicemail with an extension number of ****** and when it connects it wants my mailbox numberIm not an employee there so I dont have a mailbox.
It has now been 10 weeks since they took my money . Even if it takes 6 weeks to process a refund thats still an extra month.
I am very tired of this run around and nobody will return my money.
Thank you for your help

Sincerely,

***************************
Business Response
Date: 03/12/2024
This complaint is under review.
Customer Answer
Date: 03/14/2024

Complaint: 21312844

I am rejecting this response because:
It has been under review since Dec 29th when the insurance paid them in full and they failed to refund my money. 15 weeks has been more than enough time.
Sincerely,

***************************
Business Response
Date: 03/19/2024
This complaint is under review.
Business Response
Date: 03/22/2024
This patient has been called and emailed with no response. Refund has been completed.
Customer Answer
Date: 03/22/2024

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.
Although I still feel it is unacceptable to have to fight for 10 weeks to get my refund or to get others involved.as long as there isnt an issue with the check, I will be satisfied
Sincerely,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Business Response

Customer Answer

WellNow Urgent Care is BBB Accredited.