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

535 total complaints in the last 3 years.
285 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:11/14/2023
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.
Im so sick of paying my copays then get a bill for my copay. Then have to fight to even get this taken care of. The staff even said calling their billing department is a waste of time. The staff said its better to email. This is happening to many of us. This is not right that we pay or we cant be seen but yet get a bill!?!?!?
Business Response
Date: 11/14/2023
Response attached.
Initial Complaint
Date:11/13/2023
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.
In July 2021 visited a WellNow with my son while on vacation, due to food poisoning. They had all of my insurance information and paid ** pay of *****. Then in October 2021 took the same son to Well Now for a Covid Test and again they had all of my insurance information. Received a bill for the two visits in October 2023. Contacted Well Now and asked why they have not billed the insurance. They stated they did and no response and stated that **/BS would not **ver the **vid test. Called **/BS and they through much research and them reaching out to Well Now they dis**vered that Well Now billed in**rrectly and would not rebill the July 2021 service. The October 2021 service was also billed in**rrectly, and **/BS **ntacted Well Now and that this service is supposed to be rebilled and **rrected. Well today 10/24/2023 received a document that this has been put forth to a **llection agency. I am extremely upset and ****** off to say the least. It's Well Now's mistake and the patient is paying for it. My insurance should **ver all of the Covid test and only have to pay a **pay for the July visit. Furthermore, why does it take you 2 YEARS to bill someone and no **mmunication prior to this about the services rendered so this **uld have been resolved quicker.
Business Response
Date: 11/13/2023
Response attached.
Initial Complaint
Date:11/08/2023
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 have taken all 3 of my children to the wellnow clinic over the past year. while in the office I asked several times to pay the balances for the previous visits. I was told that I have a zero balance. I was contacted by a collection agency saying that I owe money to WellNow. when I call their billing department they confirmed that 2 of the visits were sent to collections. I was given the phone number to contact them. I have called several times and am continuously cut off/ hung up on after waiting on hold. I called the billing office again and they informed me that they cannot take payment over the phone but I could go to the clinic and make the payment. When i went to the clinic they said that they cannot take my payment. So I have accounts in collections and NO WAY to pay them. Neither the billing department, nor the clinic can accept my payment and the collections office is cannot take my inbound phone call but I have accounts in collections impacting my credit score.
Business Response
Date: 11/08/2023
Response attached.
Initial Complaint
Date:11/08/2023
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.
WellNow is billing me for 2 follow up visits for which the WellNow receptionist and the provider said there is no copay. I have emailed WellNow twice with no response and have been unsuccessful calling to speak to a person. My emails included my name, birthdate and account number. The location of the ********************************************* and the providers name were supplied in the emails. I do not know what else I can do about the monthly bills they send that Im not going to pay.
Business Response
Date: 11/08/2023
Response attached.
Customer Answer
Date: 11/08/2023

Complaint: 20842012

I am rejecting this response because: The response did not satisfy the problems with the incorrect bills I have received. I do not owe Wellnow any money. I assume Wellnow will review the information in my complaint and agree with my assessment of the situation.

Sincerely,

*************************
Business Response
Date: 11/09/2023
WellNow will be in touch with you shotly with a resolution once it has been reached. Thank you!
Customer Answer
Date: 11/10/2023

Complaint: 20842012

I am rejecting this response because:
There has been no resolution to my complaint. The letter I received dated 11/8/2023 is the same letter I received today 11/10/2023.
Please resolve the billing errors that are being made.
Sincerely,

*************************
Business Response
Date: 11/14/2023
The office cannot assist you without you answering the phone. They have been trying to call you and have called the required amount of times. If you still wish for assistance, please call the office at ************** and they will address your concerns. But they cannot help if they cannot reach you. It is now on you to call them please. Thank you!
Customer Answer
Date: 11/14/2023

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:11/07/2023
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.
My husband and I are ****** parents. We had two siblings needed a medical attention this past June. We took them to the Wellnow Urgent Care in **********, ** on June 27, 2023. We did not have the insurance information for the children at that time so we paid for the visit a full price. After receiving the insurance paperwork from the ****** organization, we submitted everything to Wellnows billing department at the beginning of July. We were told the childrens insurance will be billed for the visit and we will be refunded the money we paid. I checked with the Wellnow billing department on August 25th to see when we can expect the refund. I was told it may take up to ***** days for the insurance to pay the bill and that I should check again the status of the refund later. I called the billing department again on October 9th. ****************, the Wellnow representative I spoke that day, told me the insurance was never billed for the kids visit. He promised he will send the request for the payment right away. He forwarded my call to **************, the billing supervisor. She assured me everything will be taking care off. I followed up again with the Wellnow yesterday (November 6th). My call was answered by ******************, who told me that the childrens insurance was still not billed for the visit on June 27th and the refund was never sent to us!!! Im frustrated with the Wellnow Urgent Care and the unwillingness and inaction of its billing department to resolve the issue. They had all the insurance information since July. Yet they still did not send the bill for the kids visit to the insurance company and they did not issue a refund we were told we will get.
Business Response
Date: 11/07/2023
Response attached.
Customer Answer
Date: 11/07/2023

Complaint: 20836476

I am rejecting this response because:
1. *****************************, the person who sent the response did not provide any contact information (phone number, email address, etc)
2. The response does not address the issue of my complain and does not provide any resolution

Sincerely,

*****************************
Business Response
Date: 11/07/2023
Someone from the office will be in touch with you shortly.
Customer Answer
Date: 11/08/2023

Complaint: 20836476

I am rejecting this response because:
1. this is the same generic letter that does not address my complain and that I had rejected before
2. I did not receive a call or email from Wellnow representative as stated in the first paragraph of the letter
3. I'm still waiting for the contact information of **********************, the person who signed the letter

Sincerely,

*****************************
Business Response
Date: 11/08/2023
***************************** will not be contacting you. The office will be contacting you.
Business Response
Date: 11/08/2023
The office will be in touch with the patient as soon as they come to a resolution.
Customer Answer
Date: 11/09/2023

Complaint: 20836476

I am rejecting this response because:
Nobody from he Wellnow office contacted me to resolve the issue. I will close the complaint after the Wellnow representative will provide me with the satisfactory resolution.

Sincerely,

*****************************
Business Response
Date: 11/12/2023
The WellNow office has been trying to reach you and a refund check is being mailed tomorrow, 11/13/23. ******* has left a voicemail. Please return *******'s call. **************
Initial Complaint
Date:11/06/2023
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 visited WellNow on **********. in *****, ** on May 24, 2023. I was seen by a PA who tested and treated me for strep throat. I provided my insurance card at the time of service. On July 10, 2023 and July 24, 2023 I received text messages from WellNow stating that I have an outstanding balance. However, when I clicked the link to pay the bill, I was not able to see the balance. I received another message on August 22, 2023. I emailed WellNow at ******************************** three times for help with the issue and received no response. Finally, in September I received a bill in the mail stating that I owe $398. My insurance was not applied to the bill. I called my insurance, and they stated that they never received an invoice from WellNow. I called WellNow at ************** twice to rectify the issue. They said that they would resend the invoice, and it should be paid by my insurance in 40 days. After 40 days, I still did not see the charge on my insurance. I filled out the contact form in the WellNow website, and I even filled out the form for billing inquires. Still no response. Today, November 6, 2023 I received another bill for $398 from WellNow. I once again called the billing department at **************. However, this time the line would not even ring. I tried on two different phones. I was told by my insurance to not pay the $398 bill because my insurance should cover most if not all of the cost. I am disgusted by this lack of communication, and WellNows predatory business practices.
Business Response
Date: 11/07/2023
Response attached.
Customer Answer
Date: 11/10/2023

Complaint: 20833349

I am rejecting this response because: I have still not been contacted by WellNow to resolve this issue.

Sincerely,

***********************
Business Response
Date: 11/12/2023
WellNow has submitted to insurance and contacted the patient to advise. Patient was happy with the outcome.

This will take insurance ***** days to process the claim. We will send the patient a statement with any patient responsibility due after insurance has processed.
Customer Answer
Date: 11/13/2023

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:11/05/2023
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.
On 01/15/2023, I went to the WellNow for back pain. I received a bill that they had performed influenza A and influenza B, testing and charged my insurance company and myself. There was no testing of any type (no blood drawn or swabbing). On 01/19/2023, I seen my family physician at which time, determined I had 2 separated ribs and was treated. After receiving the bill from WellNow, I went back to the office and tried to explain the billing error. The receptionist submitted it to her supervisor, via Email, for review. The following month, I received another bill. I tried to call their main office to dispute the charges. They said they would look into it and would get back to me. I never heard back, rather they sent it to collections. I don't dispute paying for the office visit, only the testing that wasn't performed. I have made numerous calls to get these charges removed and for them to reimburse my insurance company.Since this was turned over to collections, and to prevent any reports being applied against my credit, I paid the bill IN FULL.The following month, they are stating that I still owe them money for the testing and has turned it over to collections, once again. I have all the receipts and documents to support this issue. This to me, is malpractice and needs to be addressed accordingly. Hopefully, BBB can help.
Business Response
Date: 11/07/2023
Response attached.
Customer Answer
Date: 11/08/2023

Complaint: 20827831

I am rejecting this response because:
WellNow has not offered any solutions to resolve the issues to my complaint. I will keep this open until then.
Sincerely,

*************************
Business Response
Date: 11/08/2023
WellNow will be in touch with you shortly.
Customer Answer
Date: 11/08/2023

Complaint: 20827831

I am rejecting this response because:
Waiting on your solution.
Again, I feel being charged for services not rendered, is malpractice NOT TO MENTION, being charged twice, is totally illegal. I have tried to work with you and your staff, but on the end results, I was turned into collections.
Sincerely,

*************************
Business Response
Date: 11/09/2023
WellNow will be in touch with you when a resolution has been made.
Customer Answer
Date: 11/10/2023

Complaint: 20827831

I am rejecting this response because:
Waiting on resolution.

Sincerely,

*************************
Business Response
Date: 11/14/2023
WellNow will be in touch with you shortly.
Customer Answer
Date: 11/23/2023

Complaint: 20827831

I am rejecting this response because:
WellNow has been in touch, but waiting for corrective action.
Sincerely,

*************************
Business Response
Date: 11/27/2023
This complaint is under review.
Initial Complaint
Date:10/30/2023
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.
I visited the above establishment today and two female LPN's came to see me then did a swap of test to wait for the results. About 30 minutes later a male LPN approached my room and stated that I needed to provide card on file for the co-pay before they will continue with service. I told him I didn't feel comfortable leaving my card on file due to bad experience but I am willing to make payment at the front desk. He said unfortunately they do not make payment at the front desk, I asked if they can bill me then, and he said that is not an option either and the only way is to have a card on file before they can see me. I made him aware that I am not comfortable leaving my card on file then he stated that that is the only way for them to move forward service so I refuse to provide a card, then they will have to refuse me service. I told him I am not leaving my card on file so they refused me service for urgent care. I already provided them my insurance information social security number, address and phone number. I will like for the afore-mentioned establishment to delete my information from their system and not bill my insurance or myself for service they never rendered.
Business Response
Date: 11/01/2023
Response attached.
Customer Answer
Date: 11/01/2023

Complaint: 20799860

I am rejecting this response because:
I want BBB to also know why I was refused treatment even though you guys had my health insurance card. I do not mine BBB knowing the response to this matter at hand based on your assertion of privacy. Please respond to this so that everyone is accountable for how I was treated at your facility. I am not quite sure that even under the federal medical guidelines your establishment is allowed to refuse me treatment. I want to make sure I am not billed for the visit since you guys took those information and also delete my information from your records thank you.
Sincerely,

Bonaventure Banahene
Business Response
Date: 11/02/2023
Thank you, I will forward this along to the office.
Customer Answer
Date: 11/03/2023

Complaint: 20799860

I am rejecting this response because: I want the BBB to know your reasoning for denying me treatment even though you have my health insurance on file. I am consenting to sharing my privacy information with BBB, I do not receive the same pre written letter that you have been sending me twice already. I need an actual resolution to this matter. Thank you

Sincerely,

Bonaventure Banahene
Business Response
Date: 11/06/2023
This complaint is under review.
Business Response
Date: 11/07/2023
This complaint is currently under review. WellNow will reach out to the patient as soon as they reach a resolution.
Customer Answer
Date: 11/13/2023

Complaint: 20799860

I am rejecting this response because:
Well Now is yet to find a resolution to this matter. I received a call from *** who stated that they are going to bill my insurance for a service that was never rendered and I need this situation to be looked into further for;
. Refusing me treatment during medical emergency
. Falsely billing my insurance for service that was never rendered
. Refusing to end a policy of cash and carry
. Breaking federal regulations to respond to urgent medical care

Sincerely,

Bonaventure Banahene
Business Response
Date: 11/14/2023
The office has provided a resolution and this resolution is per the office policy. This is final.
Customer Answer
Date: 11/14/2023

Complaint: 20799860

I am rejecting this response because:
The office never provided me with a resolution, rather, they are going to bill me for a service that was never rendered. And this is not a resolution but stealing from an innocent patient who never received any service. Please let the office provide the kind of service provided me that, they want to charge me for. I need this business to not bill my insurance for services I never received. Their way of treating patients need to be investigated by BBB especially forcing their patients to pay money before treatment, even though patients are coming in with insurance.
Sincerely,

Bonaventure Banahene
Initial Complaint
Date:10/28/2023
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.
I was contacted by MEDCREDIT *** ************ about a bill that was owed to WellNow Urgent Care for approximately $180 for laboratory work done in year 2022 for a patient named ********************* living at an address in ******** who is a minor. I explained that I have no connection or responsibility for a minor ********************* and *** never received nonpayment notice about money owed that was being sent to a collection agency from WellNow Urgent Care. I was given a phone number for WellNow Urgent Care billing office ************ and an account number *********. I asked ********************** how this occurred since an adult must have brought the minor in for treatment and produced ID and they said that probably because my last name matches this ***** persons last name that they must have mistakenly attached the bill to my account. I asked why they thought a minor at an ******** address would be connected to me in ********* ** without contacting me to verify this? They claimed they would correct the issue and it would take 24 hours to resolve (for them to separate the accounts) but Im still being contacted by MEDCREDIT ***. In a second call to WellNow the billing person stated it could take a month to clear up this issue. I feel that false billing followed by collection agency harassment is suspicious activity when I never gave permission for them to treat a minor nor do I have any responsibility or connection to said minor. WellNow Urgent Cares billing **** should be investigated for false billing practices for treating a minor without permission of the person they claim is responsible for the bill. My credit record should be checked for damage caused by this false billing. If BBB could verify that the false billing was actually corrected so I could get it in writing in the event of future legal action against WellNow Urgent Care it would be helpful. Any advice or guidance from BBB is appreciated.
Business Response
Date: 10/30/2023
Response attached.
Initial Complaint
Date:10/19/2023
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.
In November of 2020 my wife had a COVID test performed at the Wellnow Urgent Care in ******,**.At that time, they billed incorrectly for strep throat services, and were paid for those sevices.We were approached in 2023 that we owed for this bill. Wellnow admitted the mistake was on there behalf, but continued that due to the age of the account they would not be able to bill to insurance and we would have to pay out of pocket. Fortunately I have experience navigating Healthcare and support systems. I am concerned that other patients who were not experienced in navigating the Healthcare system and do not have several hours to spend trying to resolve are being taken advantage of in similar situations. Wellnow account in reference is account number *******
Business Response
Date: 10/23/2023
Response attached.

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