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
- 537 total complaints in the last 3 years.
- 284 complaints closed in the last 12 months.
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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:03/11/2025
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.
On 3/11/2025 I had an 8:20am appointment at Wellnow which I checked in for, made my copayment and was brought to a room. The nurse came in but once she left I waited a long time with no one coming in. It was over an hour when I asked a girl how much more time since I had to go to work. She said there was an emergency and she didn't know. I asked for my copay back because I had to go to work which she then sent me to the front desk. I am unsure if it was a manager or not but she was very rude to me and kept talking over me about an emergency which at that time another patient yelled at me to leave. I wasn't rude and was just trying to get a timeframe. I asked to go back to the room and wait and she would not let me and would not refund the $35. She caused so much stress for someone who suffers from depression and to not respond to the other patient who raised his voice at me and ask him to leave due to his aggressive nature was just wrong. I sent a complaint to their billing department with no response at this time. Needless to say I still have an inner ear infection that that was originally treated by a doctor at this location. I would like my $35 back and a written apology from the woman who refused care to me.
Business Response
Date: 03/13/2025
Response attached.Initial Complaint
Date:03/10/2025
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.
On Tuesday March 4th my son sought urgent health care. Upon filing out the form and making the payment I noticed the corporation claimed that my insurance was out of network and charge $175. My co pay is $25. Calling my health care provider they confirmed the clinic to be in network and only $25 copay should be needed. On March 7th I attended. At check in they again claimed my insurance was not in network and this time charged me $60, again my copay is $25. WellNow clinic or physicians urgent care corporation is overcharging for their services from the beginning, and its to soon to see if a refund for the difference will be mailed.Business Response
Date: 03/13/2025
Response attached.Initial Complaint
Date:03/10/2025
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.
I paid $50 on a credit card as Co pay. Seeing as woman wouldn't take 2nd insurance info( medicade) then recieve bill for $******. Send back with ******** info informing in dual insurance ******** and ********. Next week I get ****** charged on credit card. I call then they said I was informed that I would be charged whatever insurance didn't pay?? I would of made payments o only get 1100 monthly to live on with bills..I said not on credit card I never never NEVER gave permission to be changed balance of bill there just Co pay. So now I want refund because they never attempted to bill other insurance and in ** illegally charged my card without me knowing or permitting then to. If that's what they do at clinic sign this for service and not tell people they should close their doors for goodBusiness Response
Date: 03/13/2025
Response attached.Initial Complaint
Date:03/07/2025
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.
They billed my secondary insurance and not my primary insurance. So now I am getting threatening letters that they are sending me to collections. I called the billing office beginning of December of 2024. I have called them and talked to ****** B and he said they resubmitted, so I called again today and talked to a *** and he said it was submitted yesterday. I just chatted with ******** and they have not received yet. Update called WellNow again and this this time talked to ******* and he said it was sent out on 3/6 ,*** said it was sent out on the fourth. I don`t know what is going on.Business Response
Date: 03/13/2025
Response attached.Customer Answer
Date: 03/19/2025
Complaint: 23033582
I am rejecting this response because: I logged into my ******** account and they still have not received the bill from WellNow yet. I wanted to let you know before you close this complaint. Thanks.
Sincerely,
*** *****Business Response
Date: 03/19/2025
******* from WellNow tried to call the patient twice and emailed him once to address his complaint. If he wants to discuss, he will need to call back.Initial Complaint
Date:03/04/2025
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.
They said my insurance "took too long" and sent the bill to collection without ever sending me a bill or attempting to contact me, they then said there is no bill, and it's been back and forth for the last year. When I call their billing they just transfer me to a dead line will NOT let me pay the "bill" and will not let me speak to any management or supervisor. The associate told me to call the debt collector and talk to their management. I have 100% perfect credit this is beyond disgusting I've tried to go in and pay the bill but they have always said my insurance covered it so there is no bill. I want to pay my bill not take a hit for an account in collection or pay more to a collection agency they likely own, this is extortion!Business Response
Date: 03/12/2025
Response attached.Initial Complaint
Date:02/28/2025
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.
I saw this provider July 6, 2024. I provided them all my insurance information. Around the end of August, I received a bill stating I had no insurance on file and owed $130. I called and explained that I do have insurance & provided all the information. I was assured the claim would be filed & to wait ***** days. My insurance informed me that they NEVER received a claim. I have received THREE more bills stating I have no insurance. I called each time to provide insurance information again and was assured the claim would be submitted to insurance. My insurance has never received a claim. I just got ANOTHER bill for the same visit stating I have no insurance. I am not going to call again and provide all the information that apparently just gets ignored by this horrible provider. I will tell everyone to avoid this place like the plague. I have NEVER had an issue filing an insurance claim at any other provider. This is absolutely ridiculous and upsetting.Business Response
Date: 03/03/2025
Response attached.Customer Answer
Date: 03/24/2025
Complaint: 23004692
I am rejecting this response because:
Hello,
The business response is not sufficient. They made one attempt to contact me and still have not resolved the issue like they promised they would.
Thank you,
******** *. LehnerBusiness Response
Date: 03/24/2025
The office spoke with the patient on 3/4/25 per Crystal from WellNow: "Called pt and spoke with her went over balance and what claims are at insurance, pt understood."Customer Answer
Date: 03/25/2025
Complaint: 23004692
I am rejecting this response because:******* said they were filing insurance; however, I am still being harassed with bills in the mail. Also, you are STILL filing with an insurance company I DO NOT HAVE. I have kindly provided the correct insurance information five times now. It does me no good for you to keep filing with the wrong insurance company. Can you please file with the correct insurance company and stop harassing me with bills I do not owe? Thank you!
Sincerely,
******** ******Initial Complaint
Date:02/27/2025
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.
Hello, I am formally disputing the automatic charge applied to my account for the balance unpaid by my insurance. This charge was made without prior arrangement or consent, violating New York and federal statutes that protect consumers from unauthorized billing practices.During my conversation with your supervisor, I cited the specific statutes Wellness Now is violating. However, I was informed the charges could not be reversed, and no payment arrangements would be considered. This is not only unethical but also unlawful under:New York State General Business Law 349 Prohibits deceptive and unfair business practices, including unauthorized *********** York State Health Care Laws on ************************************ Law *******) Require providers to work with patients on balance billing.The Fair Credit Billing Act (FCBA) (15 U.S.C. 1666) Protects consumers from unfair billing and requires businesses to address disputes in good faith.The No Surprises Act (Federal) Protects patients from unexpected medical bills and mandates billing transparency.Given these violations and the inconvenience caused, I request that all fees be waived immediately. I also expect written confirmation that my account has been adjusted. If Wellness Now does not comply, I will escalate this matter to the New York Attorney Generals Office and relevant consumer protection agencies.I trust Wellness Now will take the necessary steps to resolve this matter. Please confirm the fee waiver in writing within [reasonable timeframe, e.g., 7 days] from the date of this letter.Sincerely,yaimaraBusiness Response
Date: 03/03/2025
Response attached.Customer Answer
Date: 03/04/2025
Complaint: 22997801
I am rejecting this response because:
Sincerely,
******* *******Initial Complaint
Date:02/25/2025
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.
Called to make an appt for an x-ray. The lady said she would check to make sure there was a tech available at ****** location. She confirmed there would be and I made that appt for 1-30-24. I had to pay ****** upfront( I dont have ins.) Waited 2 hours, although I had an appt. When the nurse came in she informed me that no, there was no one there to perform x-rays and that I would have to go to the hospital. I was misinformed and would have went to the hospital in the 1st place if I knew I wasnt going to get the service I made the appt for. I contacted billing twice. One rep said a refund would be mailed because I didnt receive requested services, and another said I wouldn't. ???Business Response
Date: 02/27/2025
Response attached.Customer Answer
Date: 03/04/2025
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:02/24/2025
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.
This healthcare business has made an unauthorized transaction without my consent and authorization from my credit card. I have research wellnow urgent care regulations and policies regarding transactions and payments rules, it contends that they are not allowed to make any unauthorized transactions without the card holder consent or approvalBusiness Response
Date: 02/26/2025
Response attached.Initial Complaint
Date:02/22/2025
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 went to facility ******************************* on 10/21/2024 fo pre employment physi*** check up. I was charged $100 upfront and later I was told they wont be able to do the service I needed for my employment. I had to go to another provider to do my physi***. And I requested a refund $100 I made *** ***** times its been four months plus. Every time I ***led I was told it will take 4-5 days to process refund. But today again I got charged $100 instead of refund. Im looking for a full refund $200 and explanation why I got charged twice instead of refund.Business Response
Date: 02/25/2025
Response attached.Customer Answer
Date: 03/03/2025
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,
******* ******
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