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Business Profile

Urgent Care Clinic

Hometown Urgent Care & Occupational Health

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Urgent Care Clinic.

Complaints

This profile includes complaints for Hometown Urgent Care & Occupational Health's headquarters and its corporate-owned locations. To view all corporate locations, see

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Hometown Urgent Care & Occupational Health has 33 locations, listed below.

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 4 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/17/2025

      Type:Billing Issues
      Status:
      Answered
      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 complaint is regarding Hometown Urgent Care. I went to the location on ******* **. in ****** ** *** ****, Ohio. I was there for a simple strep throat test. I have my insurance information (good insurance, I’m
      an educator). They told me it would be a $30 copay which is my standard payment for urgent care. I later began receiving bills for $240 for this appointment— in the mail and through text messaging. I should’ve looked into this further because the strep test should’ve been covered by insurance. However the urgent nature of these bills (said things like FINAL NOTICE) rushed me into paying it without further investigation. I didn’t realize that my husband had already paid this bill as well. Now they are not giving us back the overpaid amount ($240). When we call they give us the runaround and say things like please call back in 10 days etc. I get the feeling that this is not an ethically run healthcare business and that they are trying to shake money out of people any way they can.

      Business Response

      Date: 06/24/2025

      Hello,

      I have reviewed the account and noticed that there was an issue with the insurance company. The claim was originally denied as non-covered. We sent a text message and a statement since the services were considered not covered. On 6/11, we received a payment of $230. A call was placed to our facility regarding the duplicate payment on 6/17/2025 and that payment was refunded on 6/18/2025. The visit is currently being investigated as to why the insurance denied the claim. 

      Thank you,

      ****** ********, CLHP, BLS

      Hometown Urgent Care

      **** *** *** *** ***

      ************ ** *****

      ************ **** ***

    • Initial Complaint

      Date:06/13/2025

      Type:Billing Issues
      Status:
      Resolved
      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 December 30, 2024, I went to the Hometown Urgent Care for a minor issue. I gave them my insurance information and the appointment went fine. A month later, I got a bill for the appointment. The bill shows they have my insurance on file, but they didn't charge my insurance. They sent me a bill for the full amount. With my insurance, I have never had to pay anything for any medical visit or procedure. I have tried calling their billing at least four times, and was on hold over 30 minutes each time before the system disconnected. I posted a review online. A week after the review, I got a response telling me to send them an email, which I did. I never got a reply to the email. They have now sent the bill to collections. I should not owe this, and I cannot get through to them to have them actually bill my insurance. The amount they're billing me is $519.25. From refusing to bill insurance to making it impossible to contact them, it's hard not to see this as a complete scam.

      Business Response

      Date: 06/24/2025

      Hello,

      We have reviewed this information on 5/29/2025 and billed the insurance for the visit. As of today, there is no balance due as the claim has been processed by the insurance company. 

      Thank you,

      ****** ********, CLHP, BLS

      Hometown Urgent Care

      **** *** *** *** ***

      ************ ** *****

      ************ **** ***

      Customer Answer

      Date: 06/24/2025



      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:05/15/2025

      Type:Billing Issues
      Status:
      Answered
      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 had visited this urgent care several times for an illness in the beginning of 2024.
      they have not billed my insurance company correctly and have had nothing but trouble resolving the issues. finally someone from my insurance company must have made some headway with them because now my bill is only 52.00 -- for some flu tests that actually should be covered by my insurance. I have resolved just to pay the 52, however the website and phone pay service says the amount is $104. everytime i call wellnow they tell me that their system is updating and to call back in an hour, I have tried several times, the website for me to pay the bill says that I owe $104 which is double what my invoice says. also, they always make me pay a copay of $90, when my insurance shows no co pay necessary. very frustrated, terrible company.

      Business Response

      Date: 05/28/2025

      Based on the information provided, the patient was seen at Wellnow Urgent Care. Effective 7/1/2024, Hometown Urgent Care acquired Wellnow Urgent Care. The billing and medical records were kept by Wellnow. Please contact Wellnow directly at ************ for billing issues as Hometown Urgent Care does not have this information. 

      Business Response

      Date: 06/02/2025

      Hello,

      Hometown Urgent Care has responded to your request for information regarding the complaint. We received a second request for information on 5/25/2025. 

      Please let me know if there is anything else you need from us.

       

      Thank you,

      ****** ********, CLHP, BLS

    • Initial Complaint

      Date:05/05/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      We took our daughter to hometown urgent care in Allia*** Ohio on April 7. She had a sore throat. They took a throat culture, the Dr talked to us for less than 5 minutes. We were told it was negative and to call to get our results because they were bad about calling people. This was a $125 charge. Our daughter was not getting better so we were told to bring her back in on April 9 at NO CHARGE. On April 24 we were charged another $150. My husband called that day and was told there was a note not to charge us and we would be refunded... but we had to call back in a week to make sure it was underway. My husband called today, he was put on hold, transfered around, then gave all the info to someone and the call was disconnected. No return call, he called back in to start the process again of getting through the call center with no call back. We just want the $150 back. Also, are they aloud to take money from our account that many days later without permission? I'm afraid they will do it again.

      Business Response

      Date: 05/12/2025

      Hello,

      I have reviewed the account, and the refund was issued on 5/9/2025. Transaction ID **********. Should the refund not be received within 30 days, please contact me directly and I will investigate this issue further.

      Thank you,

      ****** ********, CLHP, BLS

      RCM, Credentialing & Complia

      *** Coordinator

      Hometown Urgent Care

      ************ *** ***

    Hometown Urgent Care & Occupational Health is NOT a BBB Accredited Business.

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