Complaints

This profile includes complaints for CareWell Urgent Care's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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CareWell Urgent Care has 15 locations, listed below.

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  CareWell Urgent Care

  10 Ferry St Ste 302 Concord, NH 03301

• 

  CareWell Urgent Care Centers of MA, P.C

  484 Route 134 South Dennis, MA 02660-3423

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  CareWell Urgent Care Centers of MA, P.C

  922 Highland Ave Needham Hgts, MA 02494-1256

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  CareWell Urgent Care Centers of MA, P.C

  2 Adams Pl Ste 305 Quincy, MA 02169-7456

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  CareWell Urgent Care Centers of MA, P.C

  345 Main St Tewksbury, MA 01876-1745

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:06/03/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 son went to CareWell Urgent Care. Emergence Health Holdings LLC billed our insurance company $200 of which the insurance paid $150.00 and we paid a $50 co pay. There was no insurance adjustment. They are now charging us directly an additional $175.00 stating that the total charges are now $375.00 (after insurance was billed) which is $175 over what they charged the insurance company. This is fraudulent. They must charge the insurance the full amount, the insurance company then makes an adjustment and applies our co pay. They did not do this. They know that the insurance adjustment would bring the amount due down based on our co pay. I sent them a copy of our insurance record showing what they originally charged and asked them to correct their billing but they continue to bill us and have ignored my letter and are threatening stating that this is the "final statement before further action". This is very wrong and could effect our credit. We should not have to pay any more than what we already paid. This is dishonest and crooked how they are sneakily getting around reduced insurance payments and it should be stopped. I'm sure they are doing this to oth

• Initial Complaint

  Date:12/15/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 was denied walk-in access twice, the first time on 12/12/2024 I walked in at 6pm with no appointment however the door states they allow walk-ins and are open until 8. There was no one in the waiting room, the receptionist told me that the provider was not taking anymore patients so I walked out. I noticed I could make an appointment online and upon opening website they had a slot open at 7pm. I scheduled it and no sooner did I schedule I had someone from the office calling to see if I could come earlier- I said yes as I was still in the parking lot. I feel after I went into the room the nurse that took my vitals and did my strep, flu and Covid test was sloppy and rude. All I wanted was medical care, since both my kids had strep all week. The lack of compassion and care I received this place should be closed down. My second issue was when I went back 12/15/2024 since I still had symptoms, I thought I had made an appointment online but after going back and forth and instead of them just assisting me, they told me to go back to the website, when I asked for a manger the receptionist refused but conveniently at the same time the managers Panera bread order was delivered and gave the delivery man prompt attention and full customer service, which at that time I realized my health was not a concern if theres and walked out.

• Initial Complaint

  Date:04/18/2024

  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.

  When I went into be checked out at the urgent care I was told it was mandatory that I put a credit card on file. She said my card will never be charged and I will receive a bill in the mail and at that point I will be able to make a payment. I asked her for a print out of what I was agreeing to since you are just asked to sign I pin pad but cant see the terms. She said she will look for it and give it to me before I leave. I never received the print out because she could never find it and told me not to worry. Never received a bill and just noticed my credit card was charged. Very shady practice. Cant be seen unless you have a card on file but are told not to worry because it wont be charged unless you know about it. False. Never received the a copy of the authorization I was agreeing to to look over the terms.

  Business Response

  Date: 04/30/2024

  We apologize for the inability of our registration staff to be able to provide a copy of your registration paperwork during your visit to CareWell Urgent Care in *********, as you requested.  I understand that you spoke with several members of our billing team on April 18th, and that they sent a copy of your registration paperwork, including the card on file policy.  Our billing system indicates a notification that your card on file would be charged for the patient responsibility portion of the visit charges was sent on March 29, 2024 to the email address you provided, **********************.  

  Please let me know if you have not received the copy of your registration documents, and I will be happy to resend.  

  Thank you for bringing this issue to our attention so that we could address it.  We will ensure the registration team in ********* receive retraining so this issue will not recur in the future.

• Initial Complaint

  Date:01/05/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 bill for $109.24 and I have not been to CareWell in 9 months or so.
  
  I called the facility and spoke to the receptionist and left a message for the central billing office.
  The local Lexington office refers users to the central billing department who do not return calls or emails.
  
  As background, in Spring of 2023, I received two bills for the same service, paid both, and needed to call and email CareWell on the order of six times to get paid back.
  
  Thank you so much for your time and what you do!!