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:05/12/2025
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 received a bill from them and have been making monthly payments. All of the sudden I received a text message from collection agency stating that I have been sent to collection. I called billing and was told that the monthly payments that o have been making is different bill from the one that has been sent to collection. I have never received I different bill and was sent to collection. Not a message or mail nothing. Otherwise I would have made a monthly payment like o do with my other bills. Called physican immediate care they said there is nothing that they could do I need to contact the collection agency. Called them they said I need to call the immediate care. I have been going back and forth but no results
Business Response
Date: 05/14/2025
Response attached.Customer Answer
Date: 05/15/2025
Complaint: 23320196
I am rejecting this response because:I was making monthly payments. I was not informed that monthly payments are not enough for them. I was sent to collection in the amount of $10 as well. Another bill ** I have known about it for sure I was able to pay that bill. I have never seen that bill. Did not even know it existed until collection agency contacted me. A letter informing me that monthly payments are not good enough for them would be appreciated.
Sincerely,
***** *****Business Response
Date: 05/16/2025
The office tried to call ************** and it just beeps and ends the call. They then emailed Ms. ***** directly asking for her to call them. Please review Crystal's email and return her call for assistance.Customer Answer
Date: 05/19/2025
Complaint: 23320196
I am rejecting this response because:I have attached the only email that they have sent to me. Please see attached. As for phone call that is wrong phone number. My number is ************
Sincerely,
***** *****Business Response
Date: 05/21/2025
There is a phone number listed on the email to return her call.Customer Answer
Date: 05/21/2025
Complaint: 23320196
I am rejecting this response because:
To return her call??? Where on this email do you see that states to return her call. And when I did call the customer service number I was told that there isnt anything that you can do call collection agency. This is unbelievable
Sincerely,
***** *****Initial Complaint
Date:05/12/2025
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 March 30 of this year I went to the well now location located on ************** in ******. My appointment itself was great and the staff were very friendly. The issue I have is with their billing department policies and practices. I received the bill in the mail with the statement date of April 28 that also listed a 20% discount which initially was very happy about as it saved about $50. I received the mail the first day in May immediately went on to try to pay the bill, however, the 20% discount was not showing online. I called and was informed that that discount was only for the month of April. I questioned as to how that is possible as the bill was issued on April 28 and I didn't even receive it until May 1. How could the Bill I received show it but now it is no longer eligible. I understand that it's not eligible for bills in May, however, my statement was issued in April. Therefore, the discount should apply as is reflected in my statement. The individual I spoke to her on the phone was very rude and when I asked to speak to somebody just kept telling me that I will not get another answer. It's not about the money. It's more about the principal.Business Response
Date: 05/14/2025
Response attached.Customer Answer
Date: 05/29/2025
Complaint: 23319364
I am rejecting this response because:
This is not been resolved, The organization called left me a voicemail. However, nothing has been resolved.
Sincerely,
***** ********Business Response
Date: 05/29/2025
The office called and left a message on 5/15/25 & 5/19/25. An email was also sent. Please return Crystal's call if you would like assistance as they will not be calling again.Initial Complaint
Date:05/12/2025
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 9/29/2024 I visited a WellNow location and inquired at arrival whether my insurance would be accepted and it was. Service was provided and billed to Highmark. On January 8, 2025, I received a final notice bill dated 12/31/2024 and contacted both Highmark and ***** at WellNow. There was an apparent issue with the coding which I was assured would be corrected for resubmission. Multiple calls and assurances later, I received a text today that the bill was seriously delinquent. I have received no other communication from either Highmark or WellNow. Highmark provided clear and concise instructions during a 3 way conference call in February (Highmark, myself and WellNow) to correct the bill at which time they would be able to issue payment. The bill was resubmitted at that time, according to a conversation with Highmark today, with the same incorrect coding. WellNow refuses to communicate with Highmark directly, so Highmark provided the correct coding information to me which I relayed to WellNow today during a conversation with *****. According to *****, the record does not reflect the numerous calls and instructions provided. Highmark has clearly stated that this is a covered expense and only needs to be submitted correctly. Ive requested escalation at WellNow and the response is Ill put that request in the system. It cannot be this difficult.Business Response
Date: 05/14/2025
Response attached.Customer Answer
Date: 05/15/2025
Complaint: 23318554
I am rejecting this response because: I have communicated with WellNow on multiple occasions. According to my conversation with ***** on 05/12/25, there are no records or notes of these conversations and, in addition, informed me that billing codes do not exist at WellNow. In response to the conversation with *****, I filed the BBB complaint because I no longer trust that WellNow is capable of resolving this issue without intervention from an outside source.
Sincerely,
********* *******Business Response
Date: 05/15/2025
This complaint is under review.Customer Answer
Date: 05/16/2025
Complaint: 23318554
I am rejecting this response because: the only acceptable solution is complete resolution with Highmark. Unless that occurs, the complaint remains open.
Sincerely,
********* *******Business Response
Date: 05/20/2025
The office already spoke with the patient on 5/16 to tell her that this was fixed.Customer Answer
Date: 05/21/2025
Complaint: 23318554
I am rejecting this response because: the bill, according to WellNow, has been resubmitted to Highmark (as I have been informed several times in the past incorrectly) but I have yet to receive confirmation that it has been submitted or approved for payment. Until then, the complaint remains open.
Sincerely,
********* *******Initial Complaint
Date:05/09/2025
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 went to Well Now for emergency care. When I got there I told the girl at the desk that I broke my wrist. She checked me in then put in a room. Girl came in and I told her I broke my wrist she then said unfortunately our x-ray machine was broken. So I waited for some time. I told my son lets go cant do nothing here. As we were going out the door another girl came dont know who or what she was but couldnt do anything because the machine was broken. I had a bump on my leg from the fall. Im on blood thinners so when I do hurt myself of course I bleed. I didnt go there for anything but my wrist. *** almost a year later I get a bill for $50. I called to ask what for they said for care on July *******. Wow almost a year later. They are sending it to collections. I told them Im not paying it because I got no care. My insurance was billed for $400.Business Response
Date: 05/13/2025
Response attached.Business Response
Date: 05/13/2025
Response attached.Initial Complaint
Date:05/08/2025
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 visited WellNow Urgent Care for symptoms suggestive of a urinary tract infection. During the visit, staff ran multiple lab testsfar beyond what was medically necessary for a basic UTI diagnosis. I was never informed of what tests were being ordered, nor was the cost explained beforehand. After the visit, I received a bill with unexpected charges for extensive lab work I didnt agree to and was never told I needed including molecular testing which one rep said was standard UTI analysis research indicates otherwise.I attempted to resolve this through their billing department and my insurance provider, but I was repeatedly given the runaround, with endless phone tag and no accountability. Eventually, I paid the bill to avoid damage to my credit or further hassle, but I do not believe I should have been charged this amount in the first place. In addition, there was a pay in full discount on my bill, this was not honored on the payment page and I paid $140 instead of the $112 it said I owed.This experience felt like a clear example of overtesting and upchargingcommon in healthcare settings that prioritize profit over patient transparency. Im filing this complaint to hopefully get a review of this bill and the practices they are considering standard.Business Response
Date: 05/12/2025
Response attached.Customer Answer
Date: 05/14/2025
Better Business Bureau:
The business contacted me directly in reference to complaint ID ********, and the offered resolution is satisfactory to me.
Sincerely,
***** ***********Initial Complaint
Date:05/08/2025
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 received a statement dated 4/24/25 in the amount of $215.73 with numerous references to a 20% discount if paid online, and showing a "Balance if Paid In Full" of $172.58. When trying to pay online on 5/8/25 I was not given the discount. I contacted customer service and was told this was only for the month of April (which was not stated anywhere on the bill). I did not receive the bill until May, and the customer service representative said this was a problem they were having "the system sent the bills" but they would not honor the discount. I asked to speak to a manager, there was none available, so I requested an internal escalation.Business Response
Date: 05/09/2025
Response attached.Customer Answer
Date: 05/09/2025
Complaint: 23302837
I am rejecting this response because: I'm unsure how your response addresses my complaint. It's not that I'm unwilling to pay, is that the bill I was sent clearly offers a 20% discount for online payment, reducing the amount due on the remittance slip. However, when I attempt to pay online, that price ($172.58) is not being honored.
When I called the billing department, I was told this was an error on the part of the billing system, and it was only for bills paid in April. I did not receive the bill until May, and there is no verbiage on the bill whatsoever indicating this is a time-bound offer. A scan of the bill I received is reattached for your reference.
I will continue my claim with BBB until a resolution clearly addresses my complaint.
Sincerely,
***** *******Business Response
Date: 05/12/2025
The office is trying to reach the patient. Please return Crystal's call.Initial Complaint
Date:05/07/2025
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 paid my copay at my visit to well now urgent care they save my card info and charged me again thats fraud.Business Response
Date: 05/09/2025
Response attached.Initial Complaint
Date:05/06/2025
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 Complaint is with Well Now Urgent Car ******** . I visited a WellNow on march 21 2025 and paid for the visit using my debit card. Fast forward to May I get a email saying you scheduled a payment of $555 dollars to well now and I thought it was a scam email. A few days go by and I get $555 charged to my checking account, I do not owe Well Now that much money I have insurance and have no idea how or why it was charged to my card. On top of that they stole my card info and authorized payment without my consent and when I call to get a refund they transfer me around until the service agent eventually loses connection and I have to start again. Very frustrating, I dont think its right they are allowed to do this. It could take weeks for my bank to file the dispute and regain charges.Business Response
Date: 05/09/2025
Response attached.Initial Complaint
Date:05/06/2025
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 3/9/2025 I went to WellNow. I paid for my visit, $10 and for a previous visit, another $10. I waited 3-4 hours and left without being treated so the person at the front desk Voided my payment for this visit, and I believe, my payment for my previous visit.On 3/16 I received a text notification thanking me for enrolling in auto pay with WellNow. I had not done so, and I cancelled the autopay.I later received a bill on 4/13 stating I owed 16 dollars. This corresponds to the bill I received. I have no reason to believe I owe more than this. Their system then reenrolled me in autopay on 4/15 -without my consent- to charge me *****.I let the payment go through, believing that would be the end of it, and ***** was paid on 4/24.On 5/3 I got another notice thanking me for scheduling an autopayment of $4.00. Once again, this was done without my consent. I went to the website, looking for a way to remove my credit card information from their website/my account. There was no such option.I let the payment go through on 5/4, believing perhaps that the $20 for the two voided payments was now done. However, despite paying what it said was my balance, it charged me again, for another $4.00 on 5/6 for the auto ****** now, I have been overcharged, and re-enrolled in an autopay I do not consent to on multiple occasions. There is no clear way to remove my credit card from their system, and the system can't even tell when a payment has been made in advance.I called to try to sort this out and after nearly 20 minutes on hold, I was kicked to a voicemail that flat out said I was unlikely to ever get a call back if I left a message. I owe this company no further money, in fact they owe me a refund now. There should be a clear and easy way to delete my credit card from their records.Business Response
Date: 05/08/2025
Response attached.Initial Complaint
Date:05/06/2025
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.
Last year, I went to my local wellnow urgent care for a minor infection, when I filled out the initial forms online before the visit, it claimed my insurance did not exist and was charging me the cost of a visit without insurance. When I arrived at the office, they told me that was wrong and put in my insurance information and my copay was $40. I paid the $40, was treated and had a good experience with the staff. Flash forward a year, well now rebilled and resubmitted the claim and tried to schedule a payment of $110, they stated that I owed it from the last visit due to not having insurance, which is wrong, I have anthem ********** blue shield. I cancelled the payment and have not been able to get ahold of anyone with well now and the location I went to has since closed. The bill is now in collections and I dont know what to do to solve the issue because I cannot get into contact with anyone.Business Response
Date: 05/08/2025
Response attached.Customer Answer
Date: 05/09/2025
Complaint: 23294965
I am rejecting this response because:
You were saying that I have a $150 patient responsibility per my insurance, which is insurance. All I have is a $40 copay. YOUR location billed me incorrectly and are charging me for the price of a visit without insurance and you are saying I only paid $40. $40 was the only amount I should have paid, per my insurance. I went one separate time and only paid $40 that time so I am extremely confused why the visit from ***** was billed so differently and why in August it was resubmitted for a new claim, stating the visit was around $300 and I owed $150. $150, again was the cost without insurance. I was assured by the front desk receptionist that the only thing I was responsible for was $40, per my copay. It is actually ridiculous that this business has done this to not only myself but almost everyone who has gone there.Sincerely,
******* ******Business Response
Date: 05/12/2025
This complaint is under review.Customer Answer
Date: 05/13/2025
Complaint: 23294965
I am rejecting this response because:May you please explain to me why I went for the same exact treatment TWICE and was billed completely differently? Wellnow billed my 1st visit as an emergency room visit. Then my second as an urgent care visit, as it should have been. As stated, my patient responsibility is $40, per my insurance. Also, you left a voicemail stating the second visit was $90, my insurance paid $50, and I paid $40. So why now are you stating I owe an additional $10? YOU billed me incorrectly through my insurance. I would like if you respond through BBB, not independently so it can be documented through them directly. It is no wonder your location closed, this is ridiculous and wellnow is a scam.
Sincerely,
******* ******Business Response
Date: 05/15/2025
******* tried to call the patient, left a message and sent an email on 5/9/25. She then did the same thing on 5/13/25. If the patient would like assistance, he needs to return her call.Customer Answer
Date: 05/16/2025
Complaint: 23294965
I am rejecting this response because:As stated previously, I do not want a phone call response. I want all commutation to be documented. I spoke with my insurance company, they stated that my responsibility was only $40, they will be sending the claim back in to reprocess to fix this.
Sincerely,
******* ******
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