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: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.
Took my 6yr old to be seen by the doctor, didnt make it past the waiting room. Was having a medical emergency, but could not get the registration app to work correctly an when I asked the receptionist for help, I was met with rolling eyes an told that if I couldnt fill the paperwork out myself that I would be skipped an the next person waiting would go. The redhead receptionist (refused to give her name) was beyond unprofessional and in a medical field no body has time for that!!
Business Response
Date: 05/01/2025
Response attached.Initial Complaint
Date:04/24/2025
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 April 9th 2025, I called WellNow to pay my bill of $120. The automatic bill payment system over the phone informed me that I would receive a 20% discount if I paid in full, making my payment $96. I agreed to this but was charged $120, and when I called on April 24th to inquire, I was told that I may not qualify for the discount because my payment was considered "late". Regardless of whether I was offered this discount in error, I agreed to pay $96, not $120, and this agreement must be honored.Business Response
Date: 04/29/2025
Response attached.Customer Answer
Date: 04/29/2025
Complaint: 23246942
I am rejecting this response because: no attempt has been made to contact me by the business. I have made my own calls to the billing department, which have not been helpful.
Sincerely,
****** *****Business Response
Date: 04/30/2025
This complaint is under review.Initial Complaint
Date:04/23/2025
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 in December, 2024, in ********, **. I was told to go to the emergency room as there was nothing they could do. I paid a copay with my credit card. My insurance was billed, ******** ******** plan. They denied the claim, and told me I am not responsible for the bill or any balance. If Well Now billed incorrectly, they need to re-submit the bill with proper billing codes. I received a text message and email from Well Now that thwy were going to charge the credit card that I paid my copay with. I never authorized any payments other than my copay. I called Well Now and notified them that charging this card is illegal and fraud. I contacted my credit card company and they agreed and cancelled that card and set up a new one. Even though I contacted Well Now and told them they needed to contact the insurance and to stop bothering me, and to NOT attempt billing that card, they did anyway. That is illegal and fraud. I am disabled and undergoing unnecessary stress, duress, and being harrassed for no reason, and had an attempt to financially harm me, even though I called Well Now and made them aware that I didnt want to be contacted any further about this matter and that they needed to resolve it with the insurance company, ********. I called again, upset that they attempted to charge my card and the representative kept trying to get personal information and harrassed me more. This is unacceptable business practices and I will be seeking legal advice on this matter as wellBusiness Response
Date: 04/25/2025
Response attached.Initial Complaint
Date:04/22/2025
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.
Went to this urgent aid on Oct 19, 2024. I was told I needed to pay a deductible of $40. I informed then that I already hit my out of pocket expenses and I did not have to pay. They insisted I would not be taken care of unless I paid $40. I ended up paying it, then they said after my insurance pays the bill in full, they will refund my my $40. Insurance paid it in full and I have been calling on multiple occasions to receive my refund from the urgent aid. They say every single time that it is in processing and I will receive my refund in a week. They also claim they will escalate the processing of the refund. It has now been 6 months and I still have not received it.Business Response
Date: 04/24/2025
Response attached.Initial Complaint
Date:04/20/2025
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.
My daughter had a visit in November 2024. We entered her insurance info on the tablet and the staff entered it. In December 2024 I received a bill. It showed no insurance on file and they hadnt billed insurance. I called to have it added and billed. January 2025 received another bill. Same thing and I called a second time to add insurance. February 2025 bill arrived and it still shows no insurance. I mailed a copy of her insurance card along with a letter and the payment stub filled out asking for insurance to be billed. March 2025 bill arrived and it still shows no insurance. I called the location we visited for help and they said they cant help me. I submitted the online form for help. No response. April 2025 **** ***** no insurance added to account or billed. I sent an email a couple of weeks ago with copies of the insurance card and asked them to bill insurance. Still no response. I will pay my portion once insurance is billed. All I need is for them to add the insurance and bill them. According to my insurance I should only owe $75.Business Response
Date: 04/21/2025
Response attached.Initial Complaint
Date:04/18/2025
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 made an appointment for a telehealth visit on 1/22/25 with wellnow virtual care. I should have only been charged $25 for the copay per my insurance coverage and I was charged $120. After I got home that night, I called the billing department directly and asked them why I was overcharged and how I went about being refunded for the overage. I was told I needed to call back in a week when the charge and payment posted to my account but that it was likely a system billing error. I called back the next week on 1/29/25 and was told they had submitted the refund request and that I should be receiving a refund check in the mail within 3 weeks. It is now 4/18/25 and I still have received no check. I tried calling their billing department again today and was not able to speak to anyone. I will pay the $25 I owe for the copay but the overage needs to be refunded immediately.Business Response
Date: 04/21/2025
Response attached.Customer Answer
Date: 05/01/2025
Complaint: 23223050
I am rejecting this response because:Hi,
I have received your message stating my complaint has been closed. I have not marked it approved or resolved because it is not resolved yet. I have forwarded the correspondence Ive had with wellnows billing department.Sincerely,
***** ********Business Response
Date: 05/02/2025
This complaint is under review.Customer Answer
Date: 05/02/2025
Complaint: 23223050
I am rejecting this response because:
I have had no follow up correspondence from the business beyond that an insurance claim was submitted a few weeks ago. I have been charged the self pay rate and they are now billing to insurance as well.
Sincerely,
***** ********Business Response
Date: 05/05/2025
This complaint is under review.Customer Answer
Date: 05/06/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me but it is clear that they do not intend to take any other action until ***** days have passed.
Sincerely,
***** ********Initial Complaint
Date:04/15/2025
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 Urgent Care on April 9, 2025, at their ********, ** location due to symptoms consistent with a sinus infection. The visit lasted less than two minutes. The provider, ***** (PA), was rude and dismissive, made no attempt to understand my symptoms, and attempted to prescribe cough medicineeven though I specifically stated I was not coughing. When I asked about antibiotics, she outright refused to consider them, offering no explanation or alternative treatment ******* a result, I left the clinic without any effective care or guidance. The next day, my condition worsened significantly, and I had to seek treatment elsewhere, where a sinus infection was confirmed and appropriately treated.I paid $190 out of pocket for this visit, which provided no value, no treatment, and was handled with an unacceptable level of professionalism. I emailed WellNow Urgent Care after the visit to express my concerns and request a resolution, but I have received no response. As of today, April 15, it has been nearly a week with no follow-up.Business Response
Date: 04/18/2025
Response attached.Customer Answer
Date: 04/21/2025
Complaint: 23206588
I am rejecting this response because:The statement, We will be responding to the consumer directly on this communication, is misleading. I have received no direct communication from WellNow in response to my complaint. Despite sending two emailsone to ******************************* and another to ************************************ have yet to receive any acknowledgment or reply.
I fully authorize the BBB to access any relevant private records during this mediation process.
Moreover, I was forced to seek further medical care and required antibiotics the very next day due to the inadequate treatment I received. The PA at WellNow not only misdiagnosed me but also dismissed my symptoms with a condescending and negligent attitude. This behavior is dangerous and unacceptable.
Given the lack of communication, the misdiagnosis, and the unprofessional conduct I experienced, I am formally requesting compensation.
Sincerely,
****** ******Business Response
Date: 04/21/2025
This complaint was just received. Please allow additional time for the office to review & respond. Thank you.Customer Answer
Date: 04/22/2025
Complaint: 23206588
I am rejecting this response because:This complaint was just received. Please allow additional time for the office to review & respond. Thank you.
This complaint was submitted earlier and they are not giving a valid response just delaying
Sincerely,
****** ******Business Response
Date: 04/25/2025
The patient has been contacted on 4/23, 4/24, and an email was sent as well to inform him that he was refunded per his request. Nothing further will be done until the patient calls back. Please close.Initial Complaint
Date:04/13/2025
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.
Received a bill in March 2025 for services provided in Sep 2024. I tried to pay it online, but the account number was not recognized. Ive called PIC and was not able to be routed to a person - and the acct # was not recognized through the phone system. Ive used the Contact Us section to ask for assistance- it has been weeks without a reply. I am not disputing the charges - I simply want to be able to pay the balance. I have received a 2nd notice and Im concerned this will be sent to collections as a result of PICs error.I would simply like a means to pay this bill - whether thats over the phone or of I am provided a correct acct #.Business Response
Date: 04/14/2025
Response attached.Customer Answer
Date: 04/15/2025
Complaint: 23198662
I am rejecting this response because:WellNow has reached out via phone & e-mail. However, the matter is not resolved yet & I want this to remain open until they can figure out why I cannot pay the balance and/or provide an acceptable explanation.
Sincerely,
**** *******Business Response
Date: 04/16/2025
Please return their call so they can assist you.Customer Answer
Date: 04/17/2025
Complaint: 23198662
I am rejecting this response because:
I've called twice and left voicemails - along with responding to their e-mail with the invoice in question. I have yet to hear back.
Within the e-mail, they advised that my last service date was in 2023 and there was no balance due. This is incorrect - as the invoice shows a service date of 09/2024 and I received a 3rd reminder via text yesterday (04/16). Again, I am not disputing the charges - I simply want to pay the balance.
I will attempt to reach WellNow today.
Sincerely,
**** *******Business Response
Date: 04/18/2025
The office called and emailed the patient on 4/15/25. She called again and left another message on 4/16/25. The patient returned her call on 4/17, and the office called her again with no answer on this date.Initial Complaint
Date:04/11/2025
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 Urgent Care on 1/1/25. My insurance changed so I did not have my new insurance card. They told me I had to pay $165 as self pay until I could give them my new insurance card then they would issue me a refund since its covered by my insurance. I called the same week to update my insurance with them. After not seeing anything come from my insurance, I called them. They said the claim was denied and realized it was a coding error. They would resubmit. Then a few days later I receive a bill in the mail for $150 threatening to be sent to collections. I called them again to explain the situation and asking why I got a bill when theyre aware they need to bill my insurance. The assured me they would resubmit it and to ignore the bill. The next day, I get an email receipt saying they charged my card for the $150. I immediately call them and were told when you paid in the office it authorized them to charge my card anytime they want. Even though the bill was their error! So now I am still owed the $165 and the $150. They refuse to refund me until my insurance pays them, but they dont bill them! It has now been 3 months waiting for the $165 refund; now I am out another $150.Business Response
Date: 04/14/2025
Response attached.Initial Complaint
Date:04/10/2025
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.
They MAKE you give them access to your bank account. In order to pay a $15 bill, they kept hounding me. I went to their website to pay, they offered me a $3.00 discount then I made a payment for $12 on April 5. Today, April 10, they sent a text thanking me for the $15 they are helping themselves to out of my account. I called India to resolve this MISTAKE and the first rep hung up on me when I was trying to locate my account number. I called back and was told the payment hasn't posted yet and to call back in a few days and ask for a refund.Business Response
Date: 04/14/2025
Response attached.
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