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

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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:01/12/2024
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 was sent for a drug test by my work. They processed the billing information wrong and have contacted me relentlessly saying I owe them for my visit. My works HR department has sent all the proper information over to correct this the issue. Wellnow continues to ignore my jobs attempts and continues to harass me, when contacting wellnow I will get transferred to an answering machine or the call will be dropped. When my job calls they will be put on hold for hours.
Business Response
Date: 01/15/2024
Response attached.
Initial Complaint
Date:01/10/2024
Type:Order 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.
This is regarding overpaying during my visit on 01/03/2024. For location ***************************************************************************. I paid $165, and I should have paid $20. Transaction ID was *************** ID ************. Please get in touch with me to arrange a refund ASAP. This company provides a phone number and email for billing, and they never respond. They took over urgent care in ******** and its surrounding areas and don't respond to questions. Terrible customer experience.
Business Response
Date: 01/11/2024
Response attached.
Customer Answer
Date: 01/16/2024

Complaint: 21114113

I am rejecting this response because: you have not contacted me. no one answers emails, no one answer phones. takes forever to get things done. i will have to go to court to get my money back. contact me asap ************.

Sincerely,

Moustafa Abuelfadl
Business Response
Date: 01/16/2024
This complaint is under review.
Customer Answer
Date: 01/17/2024

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 pursuant that they actually follow through and issue the refund ASAP.

Sincerely,

Moustafa Abuelfadl
Initial Complaint
Date:01/07/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went to this urgent care on 1/5/24 because I have been sick since December 18th and my symptoms have not gone away. I spoke to a doctor whose name was ******* in the office and he prescribed me medication for my symptoms. I explained the following day to the urgent care doctor ********* that I was very nervous to take this medication due to the major side effects. I did not want my tendons splitting and possibly death to occur. When I spoke to ******* she was a nasty individual right into the conversation. She told me I am allergic to a lot of medications and I would need to tell her what antibiotics I can take. I have never been diagnosed with acute sinusitis so how would I know what antibiotics I can take, you are the doctor. She threatened to hang up on me because I said I don't know what medication I can take. Then proceeded to do so. She did not call me back and told me I needed to call a pharmacist for help with what she can prescribe before doing so. I now have no antibiotic to clear up the infection I have and the pharmacist was not able to help me. They are not the doctor.
Business Response
Date: 01/08/2024
Response attached.
Customer Answer
Date: 01/08/2024

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 at this time. If my complaint is not resolved I will contact the BBB again. Also, if I do not get contacted within 48 hours the BBB will be contacted as well.

Sincerely,

***********************
Initial Complaint
Date:01/04/2024
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 current issue with Wellnow urgent care is that they sent me a billing statement, it got mixed up in the mail as I've moved - I set up the proper forward information with the post office but my bill was still sent to the wrong address, thankfully my parents live where the bill actually got sent and gave it to me last week, which is when they received it. This bill says that they have tried to contact me multiple times and that immediate action is required - this is the 1st statement I've received since the beginning of 2023 when I appealed the charges thru both my insurance and Wellnow, they re-billed everything and this is the newest statement. I went to pay the bill today on the wellnow website where it says "statement balance as of 12/16/23 $43.50" and also "current balance as of 12/26/23 $0.00". So I called and was told that my bill is in collections. That was odd to me because I just got this bill last week, the paper bill mentions needing to pay within 30 days or it goes to collections, and also says "Due Date: Upon Receipt". I called collections and my bill is not with them at this time, they said to call back in a couple weeks.I went back to wellnow's website to view my account and found that they sent me this statement in the mail on 12/16/23. So they didn't even give me 30 days to respond before they sent it to collections. When I called them, again, the man I spoke with said he understands my frustration but now that it is sent to collections there is nothing more he or his supervisor can help me with. The back story to all of this is that I'm being charged $43.50 to have a covid test done 2 yrs ago (1/2/22) -should've been free- Wellnow had to re-bill the charges because they didn't bill it as a covid test, and it has gone back and forth between Wellnow and my former insurance company ever since. The initial bill was close to $200 if not more when they had to re-bill it, it came back $43, then $13, then $43 and just now as $43.50.
Business Response
Date: 01/05/2024
Response attached.
Initial Complaint
Date:12/31/2023
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 12-26-23 and the 27th and the 28th My wife was denied medical services she was not allowed to be even been seen by a provider by the front desk on 3 different occasions after we walked in 2 different days 12/26/23 & 12/27/23 and made a appointment for 12/28/23 but well now called my wife told her "they are running 3 hrs behind so she will have to wait" so my wife said that is ok.... at that point my wife got transferred to a "manager" when my wife didn't request to be transferred and the "manager" got on the phone and said "you will not been seen because we close at 8 pm and your being rude" then the "manager" hung up on my wife. So 2 hrs later we get a automated text message from the office asking why we missed are appointment!?!? really! we were treated very rudely and unprofessional
Business Response
Date: 01/03/2024
Response attached.
Initial Complaint
Date:12/26/2023
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 had sought medical attention at your facility,******, **, for an ear infection, rendering me temporarily unable to work. Subsequently, I needed a medical certificate for my workplace. On November 14, around 2:21 pm I called and I was advised to visit in person for on-site completion.Following this guidance, I visited on November 17, 2023, arriving just before 4:00 pm. At the front desk, I explained my need for paperwork regarding my previous medical encounter. Regrettably, both staff members on duty responded with displeasure, stating such services were not provided. To resolve the situation, I requested to speak with a manager, but was told the manager was unavailable. Seeking a healthcare professional, a person who identified as a nurse emerged. She dismissed my request, claiming no one instructed me to be presenta statement contradicted by my call log. I highlighted the inconvenience of traveling from Corning and sought confirmation beforehand. Despite presenting evidence of contrary information from my initial call, additional staff members, including another woman, denied such guidance. It was communicated that, as a private, for-profit urgent care facility, your establishment does not engage in completing medical paperwork. Staff explicitly asserted, "they are NOT *******," emphasizing their for-profit status. After an extensive exchange, I requested my medical records and, deeming it prudent, left with my spouse. During departure, staff declared any future return visit would be futile, with one woman suggesting we would be promptly turned away. This contradicted my initial pursuit of a medical certificate at your staff's urging. This experience has left me disheartened, expecting professionalism and compassion from a healthcare facility. Discovering your for-profit status has prompted me to reassess my expectations for such entities, saddened by the apparent lack of consideration for patients' well-being. I emailed twice to resolve with no response.
Business Response
Date: 12/27/2023
Response attached!
Customer Answer
Date: 12/27/2023

Complaint: 21054966

I am rejecting this response because: I a awaiting the actual response letter

Sincerely,

**************
Customer Answer
Date: 12/31/2023
I had previously sought medical attention at your facility located at ****************************************** for an ear infection, which temporarily rendered me unable to work. Subsequently, I required a medical certificate to be completed by the healthcare provider for submission to my workplace. On November 14, 2023, at approximately 2:21 pm, I contacted your establishment inquiring about the possibility of transmitting the document via fax or email for completion. I was advised by the individual I spoke with on the phone that the preferred method was to visit the facility in person, where the necessary information would be filled out on-site.
In accordance with this guidance, I visited your facility on November 17, 2023, arriving slightly before 4:00 pm. Upon reaching the front desk, I engaged with one of the two staff members present (specifically, the individual on the right when facing them) and conveyed the nature of my visit, explaining that I required paperwork to be filled out pertaining to my previous medical encounter. Regrettably, both front desk personnel responded with evident displeasure, asserting that such services were not provided at your facility.
In an effort to resolve the situation, I requested to speak with a manager, only to be informed that the manager was unavailable. Subsequently, I sought to speak with a healthcare professional, and an individual who, to the best of my knowledge, identified herself as a nurse, emerged. This individual, proceeded to dismiss my request and claimed that no one from your facility had instructed me to present myself in persona statement contradicted by the call log on my phone, which evidenced the contrary.
I emphasized that the inconvenience of traveling to your facility from Corning prompted me to seek confirmation beforehand, and had I been informed that such services were not offered, I would not have undertaken the trip. Despite presenting evidence of the contrary information provided during my initial phone call, additional staff members, including another woman, adamantly denied that such guidance had been given.
Moreover, it was communicated to me that, being a private, for-profit urgent care facility, your establishment does not engage in the completion of medical paperwork. The staff explicitly asserted, "they are NOT *******," underscoring their status as a for-profit entity. Following an extensive exchange, I opted to request my medical records and, deeming it more prudent to leave, departed the premises with my spouse.
During our departure, the staff vociferously declared that any future return visit would be futile, with one of woman suggesting that we would be promptly turned away from urgent care services. The implications of this assertion were disconcerting, particularly given that I had initially sought a medical certificate at the urging of your staff.
This experience has left me profoundly disheartened, as I had anticipated a level of professionalism and compassion commensurate with a healthcare facility. Discovering that your establishment operates as a private, for-profit urgent care center has led me to reassess my expectations for future interactions with such entities. I am deeply saddened by the apparent lack of consideration for the well-being and dignity of patients, and I am compelled to caution others against seeking services at your facility, as it appears to prioritize financial interest over the welfare of its patrons
Business Response
Date: 01/02/2024
The office will be in touch.
Customer Answer
Date: 01/03/2024

Complaint: 21054966

I am rejecting this response because:
There was no explanation
Sincerely,

**************
Customer Answer
Date: 01/03/2024

Complaint: 21054966

I am rejecting this response because:
There was no explanation
Sincerely,

**************
Business Response
Date: 01/08/2024
This complaint is under review.
Customer Answer
Date: 01/08/2024

Complaint: 21054966

I am rejecting this response because:
Waiting on response
Sincerely,

**************
Business Response
Date: 01/09/2024
This complaint is under review.
Customer Answer
Date: 01/09/2024

Complaint: 21054966

I am rejecting this response because:

Sincerely,

**************
Initial Complaint
Date:12/22/2023
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.
Paying a WellNow medical bill, I was billed twice (once by Wellnow, once by their 3rd party billing company Instamed). I have provided copies of my HSA billing statements showing the duplicate charges, but Wellnow will not refund my ****** charge and continues to direct me to their 3rd party.
Business Response
Date: 12/26/2023
Response attached!
Initial Complaint
Date:12/05/2023
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.
We received a bill from Wellnow urgent care on 8/3/22 for $185.00 I paid $51.75 on 19 April 2023, $38.82 on 21 May 2023, and $116.43 on 27 sept. After reaching out to the company multiple via email and phone, which I have documentation of. I had to sign up for auto pay twice and then was not notified that they did away with that system which sent my bill to collections. My insurance company has provided me with paperwork stating I should receive a full refund since they also paid this bill, but I have not received anything after multiple attempt. I would only receive automate reply's and nothing more.
Business Response
Date: 12/06/2023
Response attached.
Customer Answer
Date: 12/06/2023

Complaint: 20963142

I am rejecting this response because: I have been trying to notify the office and have not be successful for the past 2 years when this action first took place. I receive automatic responses to all emails with no reply, I still need assistants with the BBB to make sure this action of payment reimbursement will be completed.

Sincerely,

***********************
Business Response
Date: 12/07/2023
This complaint is under review.
Customer Answer
Date: 12/11/2023

Complaint: 20963142

I am rejecting this response because: Complaint ** under review? I didn't see a message.

Sincerely,

***********************
Business Response
Date: 12/12/2023
A response letter has been sent to the patient.
Customer Answer
Date: 12/18/2023

Complaint: 20963142

I am rejecting this response because I have not received a response from well now
Sincerely,

***********************
Business Response
Date: 12/19/2023
Response attached.
Customer Answer
Date: 12/20/2023

Complaint: 20963142

I am rejecting this response because: the attached letter states that I had an issue with a staff member and that is incorrect. My two year reoccurring issue is with the fact that i have paid my bill after setting up auto payments twice, then the company discontinued their autopayment system without notifying their customers, then sent my remaining bill to collections! this bill has been paid by myself and my insurance company I just want my money back.

Sincerely,

***********************
Business Response
Date: 12/20/2023
This complaint is closed.
Initial Complaint
Date:11/22/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
*see attachment
Business Response
Date: 11/22/2023
Dear *** or Madam,

Thank you for the opportunity to respond to the complaint filed by ******************************* on behalf of Well Now Urgent Care. We will be responding to the consumer directly on this communication.

Every patient complaint is taken seriously and the office will work to resolve any concerns that are raised.

I appreciate you giving us the opportunity to review this inquiry directly with the consumer adhering to federal privacy laws.
Customer Answer
Date: 02/05/2024

Complaint: 20905335

I am rejecting this response because:

Sincerely,

*******************************
Business Response
Date: 02/06/2024
This complaint is under review.
Customer Answer
Date: 02/20/2024
Complaint: 20905335

I am rejecting this response because: Please see the attached document.

Sincerely,

*****************************;
Business Response
Date: 02/21/2024
This complaint is resolved.
Customer Answer
Date: 02/28/2024
Complaint: 20905335

I am rejecting this response because: Please see the attached document.

Sincerely,

*****************************;
Business Response
Date: 02/28/2024
This complaint is resolved.
Customer Answer
Date: 04/02/2024
Please see attached.
Business Response
Date: 04/03/2024
This matter is resolved. A letter has been sent.
Initial Complaint
Date:11/17/2023
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.
11/06/23 Location:***************************************************************** Reason: on 11/06 i went on in to get Checked out and My Mom Said it was Food Poising and im like no Throw up so also i dont need to if i had that but They said oh its not its just a Stomach Flu Thats a Total Lie.if i get that Agian Im Going to **************** Not Wellnow There a Joke. and put me on a UNESSARY Anti Biotic for Nausea. Its Salmonella Im Not Going back there such a Joke
Business Response
Date: 11/20/2023
Response attached.

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WellNow Urgent Care is BBB Accredited.