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:04/08/2025
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 this immediate care on February 8, 2025. I have used other locations without issue. My insurance information was in the system. I do NOT have any copays or deductibles. I was forced to pay $105.40 and was told "it was a new policy for 2025" but they refused to look at my insurance info and did not contact my insurance for coverage. My insurance paid them and according to my ***, I have ZERO patient liability. Wellnow is REFUSING to refund my money. I have called on 2/27/25. 3/4/25 and 3/20/25. I keep being told a different story. Was told they are resubmitting to my insurance for additional payments for tests they ordered but not a standard of care for my ************ of 4/8/25, my insurance company has not received any new information from them and I am STILL waiting for my money back that I should NOT have been charged.
Business Response
Date: 04/14/2025
Response attached.Customer Answer
Date: 04/15/2025
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:04/08/2025
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.
On 1/30/2025, my daughter went to well now. They failed to process her insurance. However, somehow without permission started charging my account without permission. I am the guarantor for the insurance however they never processed her insurance. She is of age. When I called WellNow. They stated they would not refund me. Would not stop taking payments and would not process my daughters insurance information without speaking to her. When I asked to speak to someone else they told me no. My concern is how did they get my billing information. Why will they not process her insurance. I am not sure how this is legal. How can someone take money from someone without permission. Especially since they did not use her insurance. I should have no connection to this medical bill. It is fraud.Business Response
Date: 04/14/2025
Response attached.Initial Complaint
Date:04/07/2025
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.
On 2.28.25 i visited wellnow to be tested and treated for an illness. Unknown own to me and without my consent I was tested for pregnancy. I am nearly 56 years old and 5 years past menopause. I would never have consented to a pregnancy test.Tonight, before I had a chance to contest this surprise **** received on 3.27.25, I got an email that my credit card had been charged. I also did not consent to paying on line for this charge.Business Response
Date: 04/09/2025
Response attached.Initial Complaint
Date:04/07/2025
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 received a check in the mail from Wellnow Urgent Care for $15. It does not explain why I received it. I am worried this is a scam.Business Response
Date: 04/09/2025
Response attached.Initial Complaint
Date:04/06/2025
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.
WellNow Urgent Care, the company itself, billed me directly $315.00 for the 01/04/2025 visit. When I presented to the *********************************** office on 01/04/2025, I was told that I would need to type everything into my phone to join the queue for an appointment. This involved taking pictures of the front and back of my insurance card and entering a credit card into their website. I paid them the $30 copay I have for Urgent Care. I received a statement from ***************** showing that my responsibility was $37.02 as there were some extra co-pays for Covid and flu tests. WellNow insists that I owe them $315.00, this is in addition to the $30 that I already paid. Based on the insurance statement, I should only owe them $7.02 to get up to the $37.02. I called WellNow at the number on the bill: ************. On 03/11/25, they said my complaint was being escalated. On 03/13/25, I was told by a *** that he was "emailing leads." On 03/15/25, WellNow billed the credit card that I had entered into their website on 01/04/25. I disputed the charge, but ******************** (LLBean Mastercard) says I owe the money and must pay or will be ***orted to credit bureaus. Since I have to pay, ***************** should get its money back from WellNow or this seems to be some sort of insurance fraud or abuse on the part of WellNow. I have also ***orted this to the insurance company.Business Response
Date: 04/08/2025
Response attached.Customer Answer
Date: 04/10/2025
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.In the future, I hope the business will deal with errors on their part before the point of having formal complaints filed. I tried to resolve this through phone calls to the number on the bill, then a credit card dispute, then finally insurance company & BBB complaints. They could have just corrected the problem in the beginning.
Sincerely,
**** *******-********Initial Complaint
Date:04/05/2025
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 previously the had come in and was told that I had a copay of 30 some dollars. I actually didn't, and it took several phone calls to finally get it resolved. Today I went in and I was told that there was $180 copay, which there wasn't. I actually went to a different urgent care right after that and had no copay. I believe they are being dishonest.Business Response
Date: 04/08/2025
Response attached.Initial Complaint
Date:04/04/2025
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.
Im not sure what this question was asking, but every time I go to WellNow with my high deductible, they charge me money even if Ive already met the deductible. Thats wrong. And its not a cheap price and it puts the work on me to try and be reimbursed, which is ridiculous.Business Response
Date: 04/08/2025
Response attached.Initial Complaint
Date:04/03/2025
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.
In the fall of 2023 I was seen at Wellnow Urgent Care. The problem has been ongoing with multiple calls: Sept 10, Nov 12, and Oct 31 last year. These calls were recorded and I spoke to **** twice with my Medica Inaurance agent. He promised this billing correction would be handled and the correct number that should have been in box 33a would be **********. The ins. has denied payment because of this and all I should have owed was $35 copay. Now it has gone to collections and has nor been taken care of. They owe me $130.00.;Business Response
Date: 04/08/2025
Response attached.Initial Complaint
Date:03/31/2025
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.
Wellnow had me e-sign documents on a visit that changed my billing to autopay. I have ***********/************ and my co-pay has always been $15. On 3/22 I received a bill by mail stating that I owed $330. I immediately called Wellnow billing at ************ and was told to disregard the bill as my insurance company paid since the bill was issued. The *** sent me a statement showing a zero balance. On 3/25, Wellnow took $330 out of my checking account via autopay. I immediately called and was told that they would escalate this problem to their internal ***** (Who does not take phone calls) and someone would call me back in 24 to 48 hours. On 3/28 I called again because no one called me back. I was told that I had to wait until Monday 3/31 for my payment to post before they could refund the money. The *** gave me his extension. I called on 3/31 and was told that they cannot transfer calls and had to go through the whole story again, and after being on the phone for an hour and a 1/2. The *** told me that my problem would need to be escalated to their internal department again. I cannot get well now to refund my money. And I don't know how get them to respond to my request. Worst customer service ever. You can get nowhere with them. And you cannot speak to a supervisor they just tell you someone will call you back and they never do.Business Response
Date: 04/02/2025
Response attached.Initial Complaint
Date:03/28/2025
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.
Date of service for an employee of our was 8/23/2024. This was a workers compensation injury and it was billed incorrectly to the employee instead of the company. We paid the bill for our employee via check and it has cleared our bank account on 10/17/2024. This employee has been contacted by collection agencies telling him that he still owes the money. I have contacted the customer service department regularly for the past two months. Most recently on 3/21/2025, 3/25/2025, and 3/28/2025. Each time they tell me they cannot connect me with anyone else and that they are filing for escalation and grievance and I should hear back in ***** hours. Still nothing has been resolved and my employees credit is being impacted because they refuse to correct an issue that has been brought to their attention for months. I have sent copies of the cleared check and bill to their billing department 3 different times and because they say they cannot communicate with anyone else apparently, they don't let me talk to another department or supervisor to get any resolution at all.Business Response
Date: 03/31/2025
Response attached.Customer Answer
Date: 04/01/2025
Complaint: 23129263
I am rejecting this response because: I need something in writing that states they have cleared up the issue for our records. Simply saying they will contact us doesn't provide any documentation or prove anything has been done. I received a phone call from Well Now stating that it was all handled and the credit bureau has been contacted and instructed to remove it from the employees credit without any adverse impact, but I only have the phone call. I just wanted something stating what was done or basically that same explanation given over the phone to be in writing for our records if something comes up again. The only reason I requests this is due to the nature of the initial complaint where I was told by multiple individuals it was being handled and I would receive a call back and neither of those things ever happened.I also told the individual from Well Now that called me regarding the complaint that I would like that in writing and the response was that I would get that through the BBB complaint, but this response does not indicate what actions were taken, it only says they will do what they can to resolve the issue.
Sincerely,
***** *******Business Response
Date: 04/02/2025
This complaint is under review.Customer Answer
Date: 04/03/2025
Complaint: 23129263
I am rejecting this response because: It is not a resolution, simply a message stating it is under review. I will respond as resolved when I have received something in writing stating they have cleared our employees issue up on their system and with the credit bureau.
Sincerely,
***** *******
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.