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

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

  
• 

  Wellnow Urgent Care

  200 E State St Herkimer, NY 13350

• 

  WellNow Urgent Care

  3980 Sheridan Dr Amherst, NY 14226

• 

  WellNow Urgent Care

  271 Grant Ave Auburn, NY 13021

• 

  WellNow Urgent Care

  6555 4th Section Rd Brockport, NY 14420

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:03/27/2025

  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.

  Service date of 11/4/24 with the patient being my son ******. He is less than 2 years old. Wellnow improperly billed our insurance so I reached out in January to resolve it. I have consistently been given the run around regarding this issue. With promises of supervisors giving me a call back to resolve, and to this day still not receiving one. I was told multiple times I was not able to discuss my own sons billing information, it has to be my husband because he was the guarantor on this specific visit for my son. Although 4 weeks previous to this when I spoke with a manager she sided with me and said I have every right to speak because I am his legal mother and guardian. Very inconsistent. Not to mention we have received 2 final notice billing statements, one with my sons name. The other with my legal name, so how can they not discuss billing information with me but can send me a bill? I have called nearly everyday for the past 2 weeks at this point and have been told multiple times I would receive a call back from a supervisor but have not. I was then told by a customer service *** that they wouldnt call me back unless I had my husbands consent to discuss this information. So the employee openly disclosed to me they were lying to me and giving me the run around on purpose. I just want to resolve this issue and not be taken to collections for a lack of protocol on their end. I have called nearly everyday logs, Ive recorded conversations of them giving me the run around, Ive documented. Ive been doing everything in my power to resolve this and I have gone almost 2 months now with no reciprocal actions on their end.

  

  Business Response

  Date: 03/31/2025

  Response attached.

  Customer Answer

  Date: 03/31/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the WellNow in reference to complaint ID ********, and find that this resolution is satisfactory enough to me. I would have liked to see the business make an effort to prevent future clients enduring the months of strain this has caused my family, but this has resolved our immediate issue. 
  
  Sincerely,
  
  Alexandria Razkowic

• Initial Complaint

  Date:03/25/2025

  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.

  Business accepts appointments and closes their doors so appointments cannot come inside well before theyre closing time and then cancels appointments. They also refuse customers that come in within business hours. I had an appointment and I came in the door was locked and then I came again the next day and they refused me because said they had too many people and they werent taking walk-ins, but they did not allow me to come in when I had an appointment

  

  Business Response

  Date: 03/31/2025

  Response attached.

• Initial Complaint

  Date:03/25/2025

  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 took my children to wellnow on 1/08/25. We made 2 appointments online. We pre-checked in online and provided both of our insurances at that time. When it came time for the first appointment we checked in and told they were running behind, that there were still six people in front of us, did we want to keep our appointment? We went ahead and kept it and provided our insurance again. After at least 15 people going back I went and asked what was going on, we were told there were only six people in front of us. The representative apologized and informed us that those patients were there for drug screenings and other quick appointments, they were not included in the number we were given upon check-in. This was very frustrating but we had already been there over an hour and a half so we stayed.Our appointment ended up running 3 hours late. After, we were sent a review and I shared my dissatisfaction with our wait time and misinformation. I'm not sure if that why we are getting harassed with bills now or if they simply don't know how to bill insurance. We have provided our insurance to this company no less than 6 separate times. I've tried calling the billing department at least 3 times, they informed me they're not required to bill insurance that it's their discretion on if they do. So we just have to pay the bill. I have spoken to the Kokomo office and the Muncie office, both of which have sworn they have resent the bills to our insurance and are incredibly apologetic. I have emailed managers. None of this seems to be working. Weather wellnow. Feels like they should have to bill insurance or not, they told us at time of service that they accepted our insurance, they are required to Bill it. At this point I am not going to continue reaching out to them. They can fix it so insurance will pay it or they can eat the cost. They are going to miss out on timely filing and they are going to be stuck with this bill. Either way I would like the harassing bills to stop.

  

  Business Response

  Date: 03/27/2025

  Response attached.

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23114635
  
  I am rejecting this response because:

  I received a message that my complaint was closed due to no response by me. I was attempting to give the business time to reach out to me, since they said they were going to contact me directly. I have received no response from them. If seven business days is all the time that I have to respond to you then that should be enough time for them to respond to me and I would like to reopen my claim please.. 
  
  Sincerely,
  
  ******** *********

  

  Business Response

  Date: 04/08/2025

  This complaint is under review.

• Initial Complaint

  Date:03/25/2025

  Type:Delivery 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.

  Received a check with absolutely no description why unsure if its a scam. Tried calling the main Wellnow phone ************** and was hung up on.

  

  Business Response

  Date: 03/27/2025

  Response attached.

  Customer Answer

  Date: 03/28/2025

   
  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:03/25/2025

  Type:Sales and Advertising 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 facility 10/16/24 to have my skin looked at I had an infection. The doctor I was visiting ran lab tests for me. After waiting several weeks I got a call from a doctor at Wellnow discussing that they had messed up my lab diagnostics and that I would need to come back in for another visit to redo the lab work. The doctor had offered to waive the copay of 40$. I was left with 160$ to pay for that visit as the bill was 200$ total. There was an option for me to pay the bill early or it was going to auto bill on Friday 11/26/24. I decided to pay it early and then come that Friday I was charged for the same exact visit twice. Ive tried numerous times to work with Wellnows billing. They have verified that they did make a billing mistake on there end but they have yet to resolve my issue of reimbursing me for my 160$.

  

  Business Response

  Date: 03/26/2025

  Response attached.

  Customer Answer

  Date: 03/31/2025

   
  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:03/23/2025

  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.

  On Feb 9, 2025, I dropped by WellNow Urgent Care for a checkup as I had been struggling with flu/COVID like symptoms for weeks. During checkout process, I was asked to give her my insurance card and fill out the electronic form along with $30 co-pay. So far I recall, I even asked her whether that co-pay is enough for the visit. She said that she does not need anything except for the co-pay. I was in an impression that $30 co-pay is enough and rest will be taken care by my insurance provider. This was my first visit and was strongly disappointed by the fact that I felt more like being in a automobile repair shop rather than a doctor's office. I do admire the nurses who made me feel welcomed despite my first visit there, however, the Nurse Practitioner seemed to be in some kind of rush. She did not even bother to tell me what was the exact reason behind the symptoms I was dealing with for weeks. I did not know what's going on until they handed me a stack of papers and asked me to leave. Even the diagnosis printed on that paper seemed vague.On March 18, I received a text message regarding a surprising bill; an automatic payment of $216.57 scheduled for March 28. I was astonished by the fact that they've scheduled an automatic payment without my knowledge. When I checked the electronic bill, I was charged $365 for that single visit. I am extremely disappointed to pay almost $250 out of my pocket for the subpar service. I am not even counting $482 they presented to my insurance provider for a single visit. Its ludicrous to think that it costs $365 for a single visit! I would not have chosen this provider if it was not in the "In-Network" list of my insurance provider and have not seen exceptionally great reviews on *******I am immensely disappointed with my experience with WellNow. If I had known that I am responsible for $365 for a single visit for the subpar service, I would not have chosen this provider. Unexpected auto-payment is like adding insult to injury.

  

  Business Response

  Date: 03/25/2025

  Response attached.

• Initial Complaint

  Date:03/20/2025

  Type:Customer Service 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 visiting a WellNow Urgent care on 12/18/2024 for service regarding symptoms that I was displaying such as a core throat, cough, stuffy nose, fever, headache, and previous exposure to an individual with strep throat. I scheduled an appointment and arrived at the facility for my appointment. When taken back to the examination room I was placed with a virtual provider who assessed my condition over ********* Teams. I was tested for Covid-19 and the flu and tested positive for the Covid-19. I was given a list of home remedies by the provider to help improve my condition. When I left the facility, I was told that if my condition did not improve within 10 days I could return to a WellNow facility free of charge for a follow-up. Two days later on 12/20/2024 I reached back out to WellNow to inform them that my symptoms did not improve. I returned to a facility and was tested again for the Flu and Strep Throat. I tested positive for Strep. A month later, I received a bill for both visits. I enquired with WellNow regarding the double billing and was given multiple different responses from the billing department about how this could be corrected. We submitted an escalation which was denied because I utilized my insurance and that is their policy, although they could not provide me with this written policy nor documentation that I signed anything acknowledging this policy. I submitted a grievance regarding this decision and was provided with the same policy in a voicemail. Since receiving this voicemail I have called back each week requesting to talk with a supervisor regarding the decision and get an explanation but have been unable to receive a call back. Every time I connect with the billing department they assure me someone will reach out but they will not. I am now receiving a final notice to pay my bill but have not been able to reach anyone to get clarification on the decision. I am requisition support to support with my effort to receive accurate billing information.

  

  Business Response

  Date: 03/24/2025

  Response attached.

• Initial Complaint

  Date:03/18/2025

  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 Urgent Care. Fulton NY Went in with stomach discomfort. I called ahead to see if they could help they said they could help. When I got there they charged me an ***** copay,that was fine. When the doctor came in she said she didn't know why I was there she could not do anything for me and I should go to the emergency room. Now I am receiving texts saying I signed up for autopay and ****** will be charged to my card. I called to ask why when I have insurance and paid the copay, for no care at all. They said the total was ******.

  

  Business Response

  Date: 03/20/2025

  Response attached.

• Initial Complaint

  Date:03/12/2025

  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.

  Thank you for your recent inquiry. If you would like to file a complaint against the firm, please visit us at *******************************************************. You will need to have the full company name and mailing address to file a complaint. Once the information has been submitted on the website, it will be directed to the business.On Mar 12, 2024, I went to WellNow in zip code *****. Upon arrival I was asked to show my insurance of ************* and *******. I gave my info with no issue and was instructed to have a seat. My appt went by with no issue. Months later I rec'd a bill of ******. I contacted WellNow over a bill that shld have been insured. I was informed that WellNow didn't "renew" a contract with my insurance. Important info I was NOT told upon the visit. WellNow agreed to review the bill. Then a second bill arrived for ******, prompting the following calls: On Jul 23, 2024, I spoke to **** @10:42am who told me to disregard the bill now lowered to ******. On Aug 21, 2024, I spoke to ***** @ 1:43pm who also told me to disregard the bill. On Mar 4, 2025, ******* @ 10am who instructed me to resubmit to Excellus. I called ******** who said, they wouldn't pay because the contract with WellNow was dropped on Jan 01, 2024 & reinstated on Nov 15, 2024. My appt fell within the dropped off period. On Mar 4, 2025 I called WellNow back and spoke with ***** @ 10:29am. At this time I requested a manager. On Mar 5, 2025 I rec'd a call from *******? who is in a Lead position, not a manager. We verbally went back and worth about how I should re-submit the bill to ********, how I can't submit to TriCare because ******** is my 1st insur. Tricare is my 2nd. I got off the phone exhausted over every call has a different result on what I need to do. Today I still carry a bill of ****** that will soon move into collections if not paid. I I would greatly appreciate it if this matter can be looked into. Every phone call made into WellNow is pre recorded.

  

  Business Response

  Date: 03/14/2025

  Response attached.

  Customer Answer

  Date: 03/20/2025

  Better Business Bureau:
  
  I am reaching out reply that I, "Accept Business Response" to WellNow's response to BBB. I realize it may take up to 30 or 40 days to hear back or resolve this matter. I will patiently await contact from WellNow as noted in their letter.

  Sincerely,
  
  ********* *******

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23058700
  
  I am rejecting this response because:
  ********* ******* reported via email
  a day ago (Tue, Apr 8 2025 at 1:39 PM)
   
  To:***************************************************************************************, "********* *******" <****************************> 
  +1 more
  You don't often get email from ******************** Learn why this is important
  I am writing in reference to ID ********.
  I have been on vacation in SC since Mar 26.
  I see that an email was sent to me from WellNow, but no phone contact was attempted or received.
  I contacted WellNow on 4/03 to learn that they voided out my acct (as noted on the attachment sent with my initioal complaint), I no longer exist in their system. with them ant moved my Mar 12 bill of ****** onto my daughters acct. Both I and my daughter carry the same *************** But our differences lie in our middle names, ss#, dob, and insurance.  
  And to add more to the situation WellNow said the bill (now placed to my daughter acct) has moved to collections. I'm discusted, to say the least.
  Upon my conversation on 4/03 I was formed that management wld contact me within 24 to 48hrs. That did not happen which prompting me to call them today and again after explaining the situation, I AGAIN am being told management wld contact me in 24 to 48 hrs...
  This is time consuming as well as exhausting. Everycall means to continuely repeat myself.
  Thank you..
  Sincerely,
  ********* ********
  

  
  

  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 04/09/2025

  The office attempted to call the patient on 3/17, 3/21 and then sent an email.

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23058700
  
  I am rejecting this response because:
  I was on vacation when Wellnow notes they attemped to call me. However my phone DOES NOT note any incoming calls from them at all. This has now escalated to a "new level" as Wellnow deleted my acct and forwarded my 3/12/2024 bill of ****** onto my daughters acct. We carry the same name, but different middle initials,dob,ss#, and insurance plans.

  Sincerely,
  ********* A *******

  

  Business Response

  Date: 04/14/2025

  I will pass this information along to the office.

• Initial Complaint

  Date:03/12/2025

  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 2/13/25 I went to WellNow Urgent Care ******************************************************************** to seek treatment for a minor medical issue. Upon finishing the intake paperwork, they asked for a payment of $215.73 to be seen. Surprised my insurance didnt cover it, I asked the receptionist, and she assured me this was the amount owed. So I paid it. On 3/12/25 I received an explanation of benefits from my insurance, showing that they paid $215.73 to WellNow Urgent Care for my visit on 2/13/25. The morning of 3/13/25 I visited the same urgent care, asking for a refund, since Id been wrongfully charged, and my insurance in fact did cover the entire visit payment. The receptionist was dismissive and insisted I must call their ***** number to figure it out. I did that afternoon, and the gentleman at the call center said that he couldnt see the payment from my insurance on his end, and it could take up to 45 business days for it to appear. Now, I asked him if a refund would be sent automatically, since they had been double paid for my visit, and he informed me no, you must call back and request it again. So they wrongfully charged me $215.73 on my initial visit. Upon returning a month later with proof in hand that both I and my insurance had paid them $215.75 for the same visit, they refused a refund in person. The call center refused a refund of the double payment, insisted I must call back sometime in the next 45 business days, and that they wouldnt automatically refund the double payment unless I called and asked again. They have given me no way to get a timely refund on the initial $215.75 that I was wrongly charged. Secondly, the practice of not automatically refunding someone when a clear issue of being double charged didnt sit well with me. How many people has this happened to, and they never caught it and disputed it?

  

  Business Response

  Date: 03/14/2025

  Response attached.