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.
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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:10/17/2023
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.
This is my 3rd visit to this facility. My first a few months ago they refused me treatment unless I paid the bill I had not received. It was posted and cleared that day. 2nd I owed ***** co pay or I could not be seen. Today in distress with asthma I was told they wanted my credit card and ****** deposit even though my insurance company told the receptionist I met my deductible and they are in network. She refused to listen to my insurance and denied me medical treatment.
Business Response
Date: 10/18/2023
Response attached.Customer Answer
Date: 10/30/2023
Complaint: 20739257
I am rejecting this response because: i reject the business response because I am waiting for the results of the business' investigation into this incident.
Sincerely,
***********************Business Response
Date: 10/31/2023
************** from *****: "I was able to get ahold of ****** yesterday and we had a good conversation. We discussed the reasoning behind our deposit grid and patient responsibility. Learning opportunities on both sides I think. No, we did not collect anything from the patient for that visit as she was not seen."Initial Complaint
Date:10/10/2023
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 had an urgent room visit to Hometown UC-******************, ** center on December 16, 2022, for my daughter, *********************************, who had an ear infection. During this visit, we provided her CHIP information. However, we recently received a medical bill stating that we owe $425. I have made multiple attempts to contact the billing department via phone calls and email, but unfortunately, I have not received any responses. I also contacted OH ********* and they confirmed that ******* had full ******** coverage at the time of the service. I did not want the bill to go to collections, so I paid $106 this evening. However, I believe there is an issue with the billing, and I would appreciate it if someone could reach out to me to resolve this matter. Thank you.Business Response
Date: 10/12/2023
Response attached.Initial Complaint
Date:10/09/2023
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 gone to the same location in *****, ******** multiple times. My insurance hasnt changed, however, they have been billing me the full amount without running it through ********* Its covered 100% with ********* *** tried to email their billing. Ive tried to call the location and the customer service line and no one picks up. They are threatening collections and I have no way to contact them.Business Response
Date: 10/10/2023
Response attached.Initial Complaint
Date:10/07/2023
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.
7/8/23 my children and I were seen by a wellnow doctor who appeared inebriated, and they did some tests, all negative, I told the Dr that I wanted our tests sent out for culture to which he replied oh yeah the instant tests are only about 20% accurate then he prescribed an anti-nausea pill to help us with our symptoms. My daughter had a fever of 103.7*F and he told us we should follow up with our regular dr should we not start feeling better after a few days. Our tests were never sent for culture, and we all had strep throat. My daughters condition advanced to rheumatic fever and she nearly died and my case of strep was so bad I contracted guttate psoriasis and was in agony myself, while attempting to bring my daughter back to health. Now wellnow is attempting to bill me for lab work that they never sent out. Ive attempted to contact wellnow customer service via a dozen emails, to each I get a blow off message that someone else will contact me, then ghosted. I called billing and spent 45 minutes on an automated phone tree before getting a real person who allegedly escalated my case, over a month ago, said I should be contacted in a week or two, no contact. Now I just received another bill. *** contacted a medical malpractice lawyer, waiting to hear back.Business Response
Date: 10/09/2023
Response attached.Customer Answer
Date: 10/09/2023
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, should Wellnow make good on the promises made via telephone by one *****************************, that all charges, including my former copays as well as all bills for lab work relating to said visit will be written off and a letter stating no further account balance remains, are held to. ****************** was professional and courteous and very helpful.
Sincerely,
***********************Initial Complaint
Date:10/05/2023
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.
I brought my daughter to our local WellNow in **********, ** on 4/18/23 at which time we paid our ***** copay. My daughter was seen and we were sent on our way. I received a bill on 6/20/23 for ***** for a deductible. I emailed WellNow on 6/20/23 after sitting on hold for over an hour. I emailed them again on 7/14/23 since I never received a reply to the first email to the billing ***** and sitting on hold for well over an hour yet again. I called my insurance (BCBS) and they said that WellNow incorrectly billed the insurance as the provider was in fact in-network according to what thay could see. BCBS sent the bill back to WellNow to be corrected. I never heard anything from WellNow until 9/19/23 when I FINALLY received a reply to my first email on June 20th. I find it interesting that they finally contacted me back 1 day shy of it being 90 days since I reached out them. The email reply I received stated that they cannot rebill my insurance because "it had already been processed and closed". I just received yet another bill in the mail for ***** stating that "if it is not paid within 30 days it will be sent to collections, which will put me in default and will impact my credit rating." It is impossible to correct this issue when reaching someone at WellNow is nearly impossible. Today (10/5/23) I was finally able to reach someone and they were beyond rude and told me they did not have to rebill my insurance to correct the issue but they would still send me to collections if not paid within the 30 days. I spent over an hour and a half on the phone with an ***** from BCBS who did a deep dive on WellNow and and even contacted them and the issue might be the billing may have gone through the provider and not WellNow because she could not get the ********** location of WellNow to even show up on their system. This company has been horrible to to try to contact to figure out what the billing issue is. All they do is ignore you and then threaten collections.Business Response
Date: 10/09/2023
Response attached.Customer Answer
Date: 10/09/2023
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.
If I should not hear from the company as stated I will file another complaint as they are known for not responding to customers.
Sincerely,
*********************************Initial Complaint
Date:10/04/2023
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.
Had appointment on 9/30, prescribed antibiotic is antibiotic causing severe pain, inquire if I can speak to prescribing physician at location. nope have to have another appointment and pay to be seen. Disgusting sick joke. Have to suffer because your location only cares about moneyBusiness Response
Date: 10/06/2023
Response attached.Initial Complaint
Date:10/03/2023
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 7/7/23 I went to Well Now for care, which I received. I also submitted my insurance information. They have never submitted this to ******** or my secondary insurance. I have received 2 texts requesting payment of total bill of $490.00. I have tried call phone numbers supplied and have never been able to talk to a person . I went in personally to Well Now and the person sent an email to the billing department. So today I receive a 2nd text saying it will be sent by to Collections. Nothing has ever been submitted to my insurance. I refuse to pay the $490.Business Response
Date: 10/05/2023
Response attached.Initial Complaint
Date:09/29/2023
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 service 4/23/2022. act # ******* I presented to insurance forms to wellnow urgent care. Cigna ppo and united healthcare ppo. I paid my copay. They insurance covered what should have been covered. They are charging me an additional ******. They have sent this bill to metcreditusa collection agency. The bill should be readjusted. I am not responsible. I would like wellnow billing investageted. Medical coding is not correct which is causing patient to have to pay more out of pocket. This has happened to me personally beforeBusiness Response
Date: 10/03/2023
Response attached.Initial Complaint
Date:09/27/2023
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 contacted on July 10, 2023 by a **************. When I contacted them to find out why they were messaging me, I was told it was regarding 2 past due bills for Well Now Urgent Care. I tried to contact Well Now to get information about these bills and after sitting on hold for over 45 minutes, was disconnected. I emailed Well Now's billing department and the only response I have received besides their automated response is a request to verify my birthdate and address (which they didn't even have on file). My mother finally got ahold of them after sitting on hold for an hour and a half and I gave Well Now permission to speak with her about my account. She told them what we needed and the rep sent her an email with a statement attached showing what was owed. One of the bills is for a drug test I had to have for work and we immediately responded to them telling them we needed copies of the bills separately. Now we're back to they can't give her any info (even though I said they could talk to her) and I'm still trying to verify my info. Meanwhile the clock on them turning me over to a collection agency for bills they never even mailed to me (because they had no street address on file) is ticking and I still have not gotten a copy of the two separate bills. I feel that over 60 days is more than adequate to send me the info requested.Business Response
Date: 09/29/2023
Response attached.Customer Answer
Date: 10/09/2023
Complaint: 20664074
I am rejecting this response because:I received the response from the company saying that they would be contacting me as I requested. I still have not received a phone call, email or anything from them. I then receive a new letter from you today saying the case is now closed because I didn't respond if their response was ok. How can I confirm if it was ok or not when they have not contacted me? I do not want this case closed brcause they still have done nothing to rectify this issue.*************************Business Response
Date: 10/09/2023
I am reaching out to WellNow to contact you at their earliest convenience.Customer Answer
Date: 10/13/2023
Complaint: 20664074
I am rejecting this response because:I still have not been contacted by them. This is the exact reason I filed the complaint to begin with.
Sincerely,
*************************Business Response
Date: 10/17/2023
This complaint is currently under review. Once the office comes to a resolution on how to handle this, they will contact you. Thank you for your patience!Initial Complaint
Date:09/25/2023
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.
I took my daughter to the WellNow urgent care in December 2021 and paid the copay for my visit. More than 18 months later in August 2023, I received a bill from WellNow but do not understand why they didn't bill my insurance. I want to ask this question and so I have called them numerous times (no one answers or you're in an endless hold loop) and sent multiple emails to the email address provided on the bill *********************************** No response to my voicemails or email messages. Now I'm getting text messages and letters threatening to send me to collections, but no one will respond to me. I have spent so much time trying to get ahold of this business and all they will do is threaten to send me to collections without responding to my questions. I have kept a copy of all communication with the business and can provide that if you need it.Business Response
Date: 09/28/2023
Response attached.Customer Answer
Date: 10/04/2023
Complaint: 20652348
I am rejecting this response because: the letter from the business says they will reach out to me directly to resolve the complaint. I have waited 6 days and heard nothing. I will also note that this is the exact problem that led to my filing this complaint - I have called them, left messages, sent emails and text messages and they have not responded to me a single time.
Sincerely,
***************************************Business Response
Date: 10/05/2023
This is currently under review.Business Response
Date: 10/05/2023
This is currently under review by the office as they are determining how to move forward.Customer Answer
Date: 10/09/2023
Complaint: 20652348
I am rejecting this response because: the business response merely indicates they are looking into it. They have not yet reached out to me and There has been no resolution yet so I must keep my complaint active.
Sincerely,
***************************************Business Response
Date: 10/11/2023
Email from WellNow "We have had this reviewed with our accounts receivable team and we did submit this to insurance on 10/04/2023. This could take ***** days for insurance to process the claim. ******** attempted to contact ********* to advise. She did leave a message for the patient to contact us back to advise. " Please call **************. They are trying to reach you.Customer Answer
Date: 10/12/2023
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.I have spoken to *** and she explained that they corrected their billing mistake.
Sincerely,
***************************************
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