Complaints

This profile includes complaints for WellNow Urgent Care's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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WellNow Urgent Care has 165 locations, listed below.

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  WellNow Urgent Care

  311 N Green St Fl 17 Chicago, IL 60607-1331

  
• 

  WellNow Urgent Care

  4827 Transit Rd Depew, NY 14043

• 

  WellNow Urgent Care

  3980 Sheridan Dr Amherst, NY 14226

• 

  WellNow Urgent Care

  3921 Harlem Rd Amherst, NY 14226

• 

  WellNow Urgent Care

  271 Grant Ave Auburn, NY 13021

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:05/08/2023

  Type:Billing 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 a wellnow urgent care on 3/3/23 and submitted my insurance information to them at the time of service. My insurance was billed 3/10/23 and I had a deductible to pay which I paid on 3/18/23 through my insurance provider. I received confirmation of payment from the insurance provider same day. After several attempts to contact Wellnow, I finally was told that payment was received on 4/24/23 and my balance was zero. However, wellnow didn't deposit the payment and the payment expired from insurance. I was not told that the payment hadn't been processed and only learned when my insurance refunded me the payment. After that, I submitted payment through their provided portal on the bill which hasn't been accepted despite being taking out of my HSA. I have spent several weeks attempting to call Wellnow and they either don't answer or say their phones are down. Attempts to email are left with similar results with them confirming that a balance is still owed and my payment wasn't received despite a confirmation from wellnow's payment system confirming receipt of payment.

  

  Business Response

  Date: 05/31/2023

  Dear *** or *****,
  
  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 ** the opportunity to review this inquiry directly with the consumer adhering to federal privacy laws.

  Customer Answer

  Date: 06/02/2023

   
  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:05/05/2023

  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.

  On Dec. 6, 2022, my wife visited a WellNow Urgent Care and was billed $130.76. We were charged twice and requested a refund, but received no reply after providing required information. A month later, they responded but only wanted to talk to my wife. She continued the communication and requested the refund herself. We later found out our insurance paid for the visit, and we're owed $261.52. They missed our deadline and haven't refunded **.Please help ** get our refund.

  

  Business Response

  Date: 05/24/2023

  Patients need to file complaints directly with their information in order to review further. 

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 20022350
  
  I am rejecting this response. As can be seen in the attached email chain, my wife and I have already provided this information to you. We've been asked for the same piece of information multiple times in some cases over the course of our request for help (which has taken almost 2 months without any progress).

   

  WellNow has also declined to call ** with the phone number provided to help speed up this process. Additionally, none of the numbers listed to contact any WellNow facility near ** were operational.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/14/2023

  Response attached.

• Initial Complaint

  Date:05/02/2023

  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 received a bill from Urgent Care for services rendered 10 months prior. It does not appear that they ran it through my insurance. It also included two recent visits, both I had Fidelis/Medicaid for and would have been completely covered. I have been attempting to contact someone for over a month regarding this. They do not answer your phone calls or emails and they lie when they say you can put the new insurance information online. There is only a section to pay your bill. When talking with the local Urgent Care staff - they told me they will wait HOURS to get through to the 3rd party who does their billing and there is nothing they can do.

  

  Business Response

  Date: 05/23/2023

  Response attached.

  Customer Answer

  Date: 05/24/2023

   
  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, although I think it is sad that I had to contact the BBB and email the business several times that I was keeping documentation of them ignoring me in order to get a response. I feel sorry for anyone who doesnt know how to or cannot advocate for themselves against a business that clearly doesnt make it easy to be contacted to have their mistakes fixed. Not to mention waiting almost a year to bill a consumer. Its not only bad business but morally unethical as they are in the medical field.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:05/01/2023

  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.

  4/30/2023 i was asked by two people what was the reason for my visit.i told both to have a cyst removed.i was charged ***** dollars only to have the third person tell me we don't do that here.why do i have to see three people in order to find out you can't removed it.i should have been told up front before i was charged ***** i don't have that kind of money to just give away.

  

  Business Response

  Date: 05/19/2023

  Response attached.

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 20000606
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/28/2023

  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 visited wellnow urgent care at Fayettville, ** for my covid19 test on 10/08/2021 and I already paid $185 for this because they told me my insurance company. Today, I received a notice from debt collection company and they charged me additional $200 for this Covid test. I've tried to contact Wellnow billing but was not able to reach them. Would you explain me why I need to pay extra for this covid test?? Why you guys make patient to get paid using debt collection company without giving any notice directly?

  

  Business Response

  Date: 05/23/2023

  Response attached.

• Initial Complaint

  Date:04/25/2023

  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.

  Well now billing is predatory and egregious in their behavior. My insurance company told me that she has dozens of accounts she's trying to rectify with them but they never answer the phone or call back anyone. Three or four times now I've got bills months later saying my insurance lapsed or was not valid even though it was and then I spent days trying to get a hold of someone finally they say they're going to fix it but then I get a bill again months later saying again my daughter was not covered on my insurance. This goes round and round and on and on.. there was a service on 11:28 for my daughter **** and they are saying that I owe hundreds of dollars because there's no insurance ..I sent them letters emails and phone calls and never hear back from anyone no matter how hard I try and my insurance doesn't get any answers from them On my behalf either.... I'm hoping that you can help rectify this.. They refuse to answer any correspondence

  

  Business Response

  Date: 05/23/2023

  Response attached.

• Initial Complaint

  Date:04/19/2023

  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 spent hours on hold for a billing issue on Urgent Cares end. I had this same issue previously (they are billing an old insurance from an employer over 5 years ago). This is the 3rd time they've put me in collections because of their mistake.

  

  Business Response

  Date: 05/22/2023

  Dear Sir 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 ** the opportunity to review this inquiry directly with the consumer adhering to federal privacy laws.

• Initial Complaint

  Date:04/04/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a virtual visit on 2/23, it was Prepay only and I paid my $75 dollars which was taken out of my account on 2/24. I then received a bill on 3/6 saying I owed $75! I called and talked to ***************************** who asked for proof of payment, I sent it on 3/9, she said she would send to her cash manager to get resolved. Never heard back. Called a week later and talked to ******, she told me she would talk to her manager, left a message for her manager and never got a response. Called again and talked to *******, who said she doesn't understand why this wasn't taken care of, that she would send to cash department to get taken care of and would send me an email with a **** balance last week. Still have received nothing. No one picks up the phone, I am in hold for 45 minutes at a time, no one responds to emails. I already paid my bill and they are trying to get more money out of me. This is absolutely ridiculous that no one responds back and no one is taking care of this issue that's OVER A MONTH OLD!!

  

  Business Response

  Date: 05/05/2023

  Response attached.

• Initial Complaint

  Date:02/28/2023

  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.

  Wellnow is charging me for a service I never received. I cant get ahold of billing or anyone. Its like it goes to a number that nobody answers. The employees cant even get ahold of anyone.

  

  Business Response

  Date: 03/05/2023

  Response attached. 

• Initial Complaint

  Date:02/22/2023

  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.

  Received a collections notice in Sep 22 from WellNow, no communication had been received prior. I immediately called and paid the bill and was told ********* would be notified to withdraw the collection. I found out today my account is still in Collections with MetCredit (5 months later). When I called WellNow, they confirmed payment and said it was on me to call MetCredit to dispute and gave me a bogus number. MetCredit will not answer nor return my calls.

  

  Business Response

  Date: 03/05/2023

  Response attached.