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 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:05/06/2025
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.
I have been wrongfully charged multiple times. My copay is $20 I told them this and they told me it wasnt and that I would get the money back if there was a mistake I did not, then my insurance paid my bill but they are still sending me the remaining balance and threatening collections. I tried to call over ten times about this issue Im told its being investigated or Ill get a call back and I never do. They not only owe me money but they need to reflect my insurance paid my bill. I feel very taken advantage of and I cant imagine what they do to the elderly community if this is how complicated it is to get this resolved.
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.
on 5/6/25 I went to my appointment at 11:36am, I stayed in untill after 1pm and was not seen by the doctor.I want my refund and think they should tell people their 3 hour wait times I wasted hours and money in ubers getting here multiple times They have a room full of people encouraging more people to come sit in a sick room, I have a highly contagious parasites 2 of them what the f*** kinda world do we live in today where the medical facilities like these are just spreading disease and wasting the customers moneyBusiness 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.
I had to call your customer service line because they took a hundred and ninety one dollars and thirty seven cents out of my checking account this morning without my authorization. They told me I signed something when I was at the well now urgent care and I was under the understanding that that was for the payment I made that day. So the representative continued to tell me that they sent a bill out on April 24th 2025 May 4th, which is not even a week and a 1/2 later. I had an email saying I scheduled payment. I never scheduled any payment and then. On May 06, 2025, they took a $191.37 out of my checking account. I called your customer service 3 or 4 times getting the runaround. I am requesting The paper that I supposedly signed. And now they tell me it has to go through internal team before they can send it to me, which is absurd. It's my information they already clarified who I was. You left me with nothing in my checking account. I'm sorry that I don't have as much money as other people may have. But you didn't even give me time to pay this bill. You didn't give me time to make payment arrangements. You didn't give me time to do anything with this bill. I feel that this should be totally illegal to be doing to people. I'm fighting this to the end.And not for nothing, the last person I spoke to with customer service. I heard her giggling like This is not a laughing matter.Business Response
Date: 05/07/2025
Response attached.Customer Answer
Date: 05/10/2025
Complaint: 23292505
I am rejecting this response because the respondent that I spoke with at WellNow was rude and spoke to me with attitude. She would not let me speak to her superior and told me she was the only manager.Every time I tried to talk about the issue she cut me off and basically said there was nothing she could do.
Sincerely,
**** ********Business Response
Date: 05/12/2025
The *** supervisor spoke with the patient and explained to her WellNow's policy as well as a form the patient signed agreeing. Nothing additional will be done for this case. Please close.Initial Complaint
Date:05/02/2025
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.
7/2/23 My son ********* ******* was seen at the WELLNOW,*********************************** *************. Bill totaling $485 (unknown to us till I had to pay later). Their policy is to pay if no insurance on file, so I should have been told there was a charge to pay before even allowed to be seen. BUT ********* ******* had insurance (********) at that time. SEE attachment 9/24/23 I, ******* ******* (Alexs father) had an appointment @WELLNOW,*********************************** *************. Before being allowed to be seen, they made me pay ********** **** & told me to get it reimbursed by my insurance HIGHMARK (********). I even tried to show the receptionist the insurance card & was told they could not do anything, that I must go through HIGHMARK. I even have **************** had my information fine in system.1/17/2025 I made multiple calls & finally was brought to the point of filing a complaint, since this has been trying to be resolved for almost 2 years! I sent multiple correspondence to ******************* Blue Shield as soon as I had to pay the bill at WELLNOW. On 1/17/25, figured out that the reason I did not hear back, was that there is no department that handles a reimbursement even though I filled out the form Highmark had on their site. 3xs calling WELLNOW being told that HIGHMARK had to pay. The lady at HIGHMARK was also met with the same answer that there was nothing they could do. WELLNOW even admitted over the phone (that was recorded w/HIGHMARK) they filed with the wrong insurance company & still could do nothing. I did not know that having ******** they were not even allowed to make me pay a bill.3/13/25 Complaint w/HIGHMARK Grievance #REQ-GBD-23264779. Included their info for case ref. All WELLNOW has to do is refile the bill as told multiple times. W/******** I NEVER SHOULD HAVE BEEN FORCED TO PAY Previous address on the bill i: ********************************** Older address that WELLNOW had: *******************************.Customer Answer
Date: 05/03/2025
Attached are the 2 requested authorizations for both Highmark & WELLNOW
I also attached the recent correspondence from highmark that states; All WELLNOW has to do is resubmit the bill to them. There is already case # & everything. WELLNOW would be paid. WELLNOW should have then sent me a refund for the $485
Business Response
Date: 05/05/2025
Response attached.Customer Answer
Date: 05/06/2025
Complaint: 23277485
I am rejecting this response because:
After 2 personal attempts calling WELLNOW, I was met with resistance and could not get anywhere. While on a conference call with Highmark BCBS (recorded by HIGHMARK) & WELLNOW not once, but twice also met with resistance. Which caused Highmark to escalate this into a case. Highmark yet again reaching out to WELLNOW letting them know that "The office was advised to submit the bill to the health plan" ESCALATED 2x again!!! *see 4/4/25 notice.This should have never even had to get to this point. Even by agreement with ********, I should have never been forced to pay this to receive my own care. Once WELLNOW takes care of this matter and submits the bill in which HIGHMARK has said not once, not twice but now 4 times they will pay it. Even now in writing. This is why I requested the assistance of BBB to moderate this matter. All I want is my reimbursement owed. Once that is confirmed "in writing" with a 3rd party (BBB) also seeing that, I will be more than happy to drop this complaint.
Sincerely,
******* *******Business Response
Date: 05/07/2025
This complaint is under reiew.Customer Answer
Date: 05/11/2025
Complaint: ********
Called back 2x and left messages to speak with WELLNOW rep. No responses back. See attached. Wed 5/7 2:03p I received their call. Called back 5/8 11:07a & 5/9 10:20a leaving a message both times
Sincerely,
******* *******Business Response
Date: 05/14/2025
This complaint is under review.Customer Answer
Date: 05/20/2025
Complaint: 23277485
Received your email May 14, 2025 at 11:04 AM. Sent response May 14, 2025 at 11:53 AM. Attached is a copy of correspondence. Also copy of response below.From: ******* ******* (*************************)
To: ********************************
Date: Wednesday, May 14, 2025 at 11:53 AM EDT
Good morning,I recieved your message Wed 5/7/25 @ 2:03p. I returned your call both Thursday 5/8/25 @ 11:07a & Friday 5/9/25 I have been battling this claim now for almost 2 years. Well before the deadline. Also the fact that by agreements with ********, I should have never had to pay in the first place. As per the letter from ******************* Blue Shield, they will accept the submission of the bill. Even have the case # attached to it..ref:REQ-GBD-23264779 January 2025, 1/17/25 is when I made multiple calls and even had Highmark calling with myself on the line multiple times being told you can't do anything. Even being denied a supervisor to talk to. All recorded by ********. Don't know why you show a visit since I am not even in ** anymore. Would have been driving my kids to school and picking them up. Making it impossible since it is only a 745+ miles distance to ** My visit 9/24/23 the receptionist knew I had ******** & also tried to show insurance for **** to be ran for that bill. Was told I had to pay and forced to pay to be able recieve my treatment.There has been multiple times through this process that this should have been settles but did not need to get to this point.
*******
Yahoo Mail: Search, Organize, Conquer On Wed, May 14, 2025 at 11:04 AM,
WellNow Billing wrote:
Hello,I have tried to contact you regarding you Better Business Bureau complaint. I have reviewed the account and the claim for 2023 is past timely filing. This will have to be self-submitted to the insurance. I also show a visit for January 2025 we need an updated insurance card for.Thank you,Paittan M Patient Support Supervisor WellNow Urgent Care/247OnlineCare Phone: ************
Looking forward to getting this resolved.
Sincerely,
******* *******Business Response
Date: 05/21/2025
I will forward this information along to the office.Customer Answer
Date: 05/28/2025
Complaint: 23277485
Will wait for response. Even though this is taking over a month and no wonder going on years to fix.
Sincerely,
******* *******Business Response
Date: 05/30/2025
Paittan replied: "The pt responded to my email and I advised them that this claim is over 2 years old. We can not submit this to the insurance. I have advised the patient they have to self-submit this. "Customer Answer
Date: 06/02/2025
Complaint: 23277485
I am rejecting this response because: Would not have been over 2 years if this was taken care of. Also WELLNOW has been directly told multiple times that all they have to do is resubmit. This is also put in writing by the insurance. All added to claim files. On top of the issue "******** providers are not allowed to charge for covered services." That is a direct agreement. Should have never been FORCED to pay to even receive my services. Which is a big problem and breach of agreements between WELLNOW and Medicaid.
Sincerely,
******* *******Initial Complaint
Date:05/01/2025
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 two insurances Emblemhealth as primary and Excellus Blue Cross/Blue Shield as secondary.I called the ****************** on 03/03/2025 and 03/31/2025 concerning a balance due of $175.00. Neither insurance was billed and both times I called the representative indicated that the claim will be filed and it never was. How can I have a balance due when neither insurance was billed. I even sent emails to them for help and I got no response.Business Response
Date: 05/05/2025
Response attached.Initial Complaint
Date:05/01/2025
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.
Gave insurance and ******** information to WellNow Urgent Care, ************************************************** in July 2023. Was declined service if we didn't pay full visit of $230.00 up front. Was told they would file with our insurance and ********. They did not file timely so coverage was denied. ******* ******, NP was doctor on duty.Have spoken to accounts for this company on multiple occasions and was told I would receive my money back. Still waiting. Account number is: *****************************, phone number is ************, ******************************.Business Response
Date: 05/05/2025
Response attached.Initial Complaint
Date:04/30/2025
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 visited wellnow twice after a car accident, and both times provided both my car insurance and normal health insurnace for the visits. Now, months later and after my car insurance claim has already been closed, I was sent a bill for one of my 2 visits because they failed to actually submit my claim to insurance, however the visit before was sent to insurance so there's no reason this should have happened, since they clearly are able to send claims to insurance without issue. Now they are refusing to submit my bill to insurance without making me fill out a 28 page form that I have no idea how to fill out, what needs to be filled out by me or by wellnow and just hasn't. I WAS NOT required to do this during either of my visits, and my first visit was sucessfully sent to insurance so they either filled out the form on my behalf before and are refusing to do so now for some reason, or it isn't required to begin with.Business Response
Date: 05/02/2025
Response attached.Customer Answer
Date: 05/05/2025
Complaint: 23270165
I am rejecting this response because:Business response contradicts last response from company just prior to their response - another staff member said they were able to complete the form with the info they already had from me and would submit my claim - this either never actually happened despite wellnow telling me this, or whoever responded to my BBB complaint after this didn't actually confirm this because they said I still need to submit the form for them to submit the claim.... but I was just told it would be submitted without my input. Now I have no idea whether my claim actually was submitted and whoever responded to the BBB complaint didn't confirm it or the other staff member I spoke with lied and never actually submitted my claim.
Sincerely,
****** *******Business Response
Date: 05/06/2025
The office has been trying to reach you. Please return Crystal's call.Customer Answer
Date: 05/13/2025
Complaint: 23270165
I am rejecting this response because:
I was contacted by email by ****** ******* ***************************************** in regards to the complaint already, and wish to continue contact by email so there is documentation of this exchange. I have not heard anything from anyone named *******, I only had a missed call with no voicemail which I assume was from ****** since she said SHE would call me, and now will no longer respond by email even though I have responded to her. If whoever ******* is wishes to talk to me about this instead of ******, she needs to email me so there is documentation of the exchange, or ****** can continue contact with me by email as shes the one who initiated it.
Sincerely,
****** *******Business Response
Date: 05/15/2025
This complaint is under review.Customer Answer
Date: 05/18/2025
Complaint: 23270165
I am rejecting this response because:
Still have not been contacted by Wellnow again yet
Sincerely,
****** *******Business Response
Date: 05/20/2025
******* tried to call the patient and left a detailed voicemail on 5/5/25. On this date, she also emailed the patient. Another email was sent on 5/6/25. Then, the *** tried to call the patient on 5/8/25, left a voicemail and sent a third follow up email. The patient replied to this email, to which the office replied again on 5/8/25.
Geico will NOT process the claim without the NF3 form being provided to the office. The patient has been informed multiple times that this needs to be provided.
Customer Answer
Date: 05/21/2025
Complaint: 23270165
I am rejecting this response because:
"Crystal tried to call the patient and left a detailed voicemail on 5/5/25. On this date, she also emailed the patient. Another email was sent on 5/6/25. Then, the *** tried to call the patient on 5/8/25, left a voicemail and sent a third follow up email. The patient replied to this email, to which the office replied again on 5/8/25.
Geico will NOT process the claim without the NF3 form being provided to the office. The patient has been informed multiple times that this needs to be provided.
I was informed that Wellnow had all the info required to fill out this form for me without any more input on my behalf, and that they would go ahead and process the claim. This never happened, and I am again being told after that I again need to do it myself. The relevant email is attached below.
The last email i received from Wellnow was on 5/7/25, and I had last contacted them by email on 5/9/25, with no response. I had one missed call from an unknown number since this incident started, with no voicemails.
Why did someone claim that I no longer needed to fill out the form, and that they were going to submit the claim and then not do so? I AM NOT DISPUTING whether the form needs to be filled out or not, I am disputing why wellnow is not able to do so after claiming it can.
Also, why am I being told that the office replied to me on 5/8/25, when the last email I received from Wellnow was on 5/7/25, and how apparently multiple people called me and left voicemails while there is no evidence that this ever happened, at least on my end.
Sincerely,
****** *******Initial Complaint
Date:04/30/2025
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 16th, 2025, I was charged an exorbitant cost including unauthorized lab charges for a simple care visit for UTI symptoms. The costs far exceed any incurred at other facilities for similar diagnosis. The facility used medical coding to ramp up the bill. It then threatened to increase my bill by 20% if I did not pay it by April 28th, 2025 even though the charge was in dispute and then double charged me using two of my credit and debit cards numbers they had on file from my visit. The charge for a 5 minute nurse practitioner assessment and 1 urine sample was $1638.38, which they adjusted to $767.16 because of a contract with my insurance company.Business Response
Date: 05/02/2025
Response attached.Customer Answer
Date: 05/02/2025
Complaint: 23268369
I am rejecting this response because:
The WellNow urgent care stated that they will reply to me directly which they have not. At any point in this problem that they said someone would respond to me from the office or the billing department, no one has. I have no confidence that they will respond to my issue without outside intervention.
Sincerely,
***** *********Business Response
Date: 05/02/2025
The complaint was sent to the office hours ago. Please allow additional time for them to review & respond.Customer Answer
Date: 05/02/2025
Complaint: 23268369
I am rejecting this response because:
I do not see any offer to adjust the charges
Sincerely,
***** *********Business Response
Date: 05/05/2025
This complaint is under review. Please allow additional time for the office to review and respond.Customer Answer
Date: 05/06/2025
Complaint: 23268369
I am rejecting this response because:I do not accept the response of WellNow Urgent Care as of 5/06/2025
***** *********
Sincerely,
***** *********Business Response
Date: 05/08/2025
The office continues to try to reach the patient with no response. Please return Crystal's call if you need assistance.Customer Answer
Date: 05/09/2025
Complaint: 23268369
I am rejecting this response because:
The business has made no attempt to reimburse me for any of the exorbitant charges for one urine test and. 5 minute visit for a routine UTI. I have called the business office at least ten times to no avail. I have called the WellNow office to no avail. No one follows up. No effort has been made by WellNow
Sincerely,
***** *********Business Response
Date: 05/13/2025
Refund completed. The office tried to call the patient on 5/5, voicemail left and email sent. They tried again to call her on 5/9 with still no answer or response. Please return Crystal's call if you need assistance.Customer Answer
Date: 05/14/2025
Complaint: 23268369
I am rejecting this response because: I have responded to the call and voicemail left on 5/5 and 5/9 and have made many calls to the phone number left with me. WellNow was not authorized to charge my ********** on autopay for the amount of $688.98 and this charge has been made. I made a payment with my **** ending in 8416 which was the payment card they were supposed to use. I had duplicate charges made to the **** ending in ************************************ 7406. Well now took the charge off the **** instead of my MasterCard. I have called at least 5 times to try to fix this. The WellNow billing department is incompetent and will not fix this. In addition this charge is exorbitant for a 5 minute visit with a nurse practitioner and one urine sample given which was tested at their own in-house lab. Therefore there are 3 issues. 1).I did not knowingly authorize autopay with my Mastercard and think they had me sign this thinking it was a HIPPA form 2). They duplicated charges on my **** ending in ******************************** 7406 and took the duplicate charges off the wrong payment Therefore I have been forced to fight the charge on my Mastercard 7406. When I disputed the original charge I was told by the billing department that it was in review and I would not be automatically charged. This was wrong and I was automatically charged 3). No one has since contacted me despite numerous calls to dispute their original bill of $1628.38. WellNow can check their recorded calls to their billing to see all of the attempts I have made to fix this situation. I remain firm to fight the original exorbitant charge for the 5 minute visit and 1 urine sample for a simple uncomplicated UTI
Sincerely,
***** *********Business Response
Date: 05/16/2025
Refund completed. The office tried to call the patient on 5/5, voicemail left and email sent. They tried again to call her on 5/9 with still no answer or response. Please return Crystal's call if you need assistance.Customer Answer
Date: 05/16/2025
Complaint: 23268369
I am rejecting this response because:
I have responded to every call and every voicemail. When I called back to try to talk to Crystal the number took me to the billing department. It was not a direct number to her I have called billing many times and have spoken to the office manager of the WellNow in ************ several times. So not sure how rhy can say I am unresponsive . I checked my account at 4:45 today and no refund was issued to the card they billed ending in 7406Sincerely,
***** *********Initial Complaint
Date:04/29/2025
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 am an American with a disability and I think this facility took advantage of that and my visit. On 2/28/2025 I visited the ************************* in ***************** and reported a ***************** and asked them to run some tests. Previously I visited this location and my bill was $258 with $27 copay for me to pay. Not sure what additional tests or services they added, but my bill ended up being $1546.33 for medical services and 2 months later I got a bill for $707.64. Had I known my bill would be this high I wouldnt go to this facility. This seems like a bad and unfair business practice. I am asking for a bill adjustment as this shouldnt have happened to anyone.Business Response
Date: 05/01/2025
Response attached.Initial Complaint
Date:04/29/2025
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 17, 2025 I went to well now urgent care, they wanted a copay of ***** which I paid. I don't even have a copay as I have ********************** They charged my card for ***** without my knowledge on March 27. Then on May ****** they want to charge my card again for ****** can't get in touch with anyone on the phone. I didputed he charge at my bank and cancelled all credit cards so they cannot charge anything else. Completely illegal and they should be shut down. They have all insurance information. They are choosing not to charge themBusiness Response
Date: 05/01/2025
Response attached.
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