ComplaintsforWellNow Urgent Care

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was seen by a nurse practitioner re a workers comp injury to my back, neck, and both shoulders. She gave me a work restriction form to give to my employer. The next day my employer points out the form specifies restrictions for my left shoulder only. I took the form back to wellnow so she could fix her mistake. She flat out refused to and then lied about what I said my injuries were. This has put me at odds with my employer as I am incapable of doing the work and has stalled my workers comp claim which will likely be rejected if this is not resolved.

  

  Business response

  07/25/2024

  Response attached.

  Customer response

  07/25/2024

   
  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

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Transaction: 11/30/2023 Amount charged: $307.00 Provider Name : ******************************** Provided number: ************ Visit # ******** Patient Name: ************************* Patient # : ********* I have ******** through the Marketplace and have had it for 6 years now.I have never had a copay for any medical reason. Never. That includes other visits to WellNow.The appointment was for Flu testing and Covid Clearance so that I could return to work.I was refused service unless I paid a balance due. I paid because I did not want to lose my job.Date listed, as an unpaid visit, was for treatment on 4/2/2022. Visit #******** The 11/30/2023 receptionist confirmed that someone in their office had written the wrong code for insurance and I would have to work with the ****************** for a refund.This was confirmed during a phone call to WellNow's ***************** I was told the account would be evaluated and that I would receive a call when the evaluation was complete,I never received a call and I have mailed 4 separate refund requests with no response, to both WellNow and Highmark.I am happy to provide documentation if needed.I live below the Poverty line and am, at this point, running out of both money and food. It has been 8 months since the payment was made. Please rectify this.

  

  Business response

  07/25/2024

  Response attached.

  Customer response

  07/25/2024

   
  Complaint: 22032604
  
  I am rejecting this response because:  Will close the complaint when promised communication is received and a refund is received.
  
  Sincerely,
  
  *************************

  

  Business response

  07/26/2024

  This complaint is under review.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/30/23 I did a well now televisit. Before the visit began I was prompted to input my insurance information which I did and then prompted to pay $120.00. I was confused because my copay for urgent care is always $40.00 but I paid the $120.00 thinking it was like a deposit or something and I would get reimbursed once my insurance company paid. Well in May of 2024 i received a bill from them stating that I owe them $40.00 and that it was past due. I knew that this was wrong. I called them May 28, June 28, and July 15 and each time I was told I would receive a check in the mail in 7-10 business days and nothing came. On July **************************************************************************************************** the same thing and that she was unavailable after being put on a brief hold the customer service agent told me she said check will be mailed I said how is it you can talk to her but I cant, there was no answer for that. Im on a fixed income. Im on SSDI I dont understand how my ******** advantage plan can pay them and they still keep my money.

  

  Business response

  07/18/2024

  Response attached.

  Customer response

  07/24/2024

   
  Complaint: 21991335
  
  I am rejecting this response because:
  I received a call from someone saying they were a supervisor on 7/17/24. That person told me that a check for my $80.00 was mailed out on 7/16/24. I never received this check that they said was mailed. I dont understand whats so hard about giving me whats owed to me. I also dont understand the deception. I thought this place was a honest company but theyre showing me otherwise.
  Sincerely,
  
  ***********************

  

  Business response

  07/25/2024

  This complaint is under review.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/8/22 I took my son in for a TB test, that he needed for his new job. I called ahead of time & asked how much, etc. I was told they do not bill insurance, I had to only pay with cash/credit card. I paid $40 for the test, then received an invoice in Jan 2023 for $25. I called the office directly & they said it was a mistake. I emailed and callled the ** office and they said it was a **************** fix it. I received a letter from *************************** in April 2023 for the $25, but it says "Hometown Urgent Care". I called the ** Well Now office again and was told they cannot help since it is with collections now. I got another letter from ***************** services for the $25. I called the Well Now ** again and was told the same as before. My son has never been to Hometown Urgent Care and only went to Well Now once, for the TB test. I tried to get it corrected before it went to collections and was told they were correcting the error on the account. I do not owe any more money and it is now affecting my credit. I feel that these Well Now clinics are a fraud.

  

  Business response

  07/15/2024

  Response attached.

  Customer response

  07/15/2024

   
  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.As long as someone actually calls me and corrects the error, not only with Well Now, but both the debt collectors and my credit.  If no one contacts me, I will open another complaint, because everyone that I talked with at Well Now told me this would be taken care of, and here we are two years later.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 4 at 740 pm I was turned away because they supposedly had a previous walk in emergency which I don't feel was true. Then July 5 my girlfriend stepped on a nail, she made an appointment for an hour and 20 minutes before they close but when she got there they also turned her away. On July 6 after she made a new appointment they did let her in but when she asked questions about her care she was told "because I'm the provider and I say so".

  

  Business response

  07/08/2024

  Response attached.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 6/3/2023 my husband received treatment from Wellnow. We received a statement 7/5/2023 for $230. I went online to pay the bill and saw there was an automatic payment plan available and clicked on that option. It would break it up into 4 monthly payments of $53.94. So first payment was 8/8/23 and the second was 9/9/23. However that was the first issue, the payment plan I had set up on the website didnt seem to pull the second month. 9/2/23 my husband started receiving notices from Wellnow threatening to send over the remaining balance to collections, even though we were paying on it! Also sending him several text messages stating the same.I reached out via email 9/9/23 and wasnt told until 11/9/23 that they apparently couldnt talk to me due to HIPPA even though he has given permission several times for them to speak to me and signed a release when he originally went in. We eventually received an undated letter from Wellnow stating Immediate Action Required. It was giving us the option to pay the complete balance off at a 15% discount. Also stating if they did not hear from us within 30 days the account would be sent to collections. We immediately called to address the issue and were then told the letter was a mistake. At least the part about paying the debt off. Our account was sent to collections even though we tried numerous times to reach out and communicate with them to understand what exactly was going on with their billing system. I have tried once more today and I am told since its gone to a collection agency they can not help me. I have used Wellnow in the past and never had an issue with billing and this is just outrageous. Threats 3 months after date of service and after getting 2 payments?! I can assure you they have not tried to resolve anything, just been more and more aggressive.

  

  Business response

  07/09/2024

  Response attached.

  Customer response

  07/12/2024

   
  Complaint: 21946672
  
  I am rejecting this response because:
  We have tried numerous times to communicate with Wellnow and they have been unresponsive, which is why the complaint was initially filed. They did reach out this morning to my husband, and left a voicemail.  But until actual contact is made and it is resolved I do not feel comfortable closing this and wish to keep this open. 
  Sincerely,
  
  *******************************

  

  Business response

  07/15/2024

  The office has been trying to reach you. Please call ************** for further assistance.

  Customer response

  07/15/2024

   
  Complaint: 21946672
  
  I am rejecting this response because:
  We reached out to the office today and the response we received was that it was handed over to a collection company, there is nothing further that Wellnow can do to assist us. It was handed over to collections due to miscommunication, long response time on Wellnows behalf, undated letters being sent out and when we responded we are told to disregard as the letter was void and a mistake as it should not have been sent out etc.  Everything listed in original complaint.  This is exactly the response I got when trying to address this before filing the BBB complaint.  So nothing is trying to be fixed whatsoever.  

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

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I visited Well Now in March 2024 without insurance, I paid $165 up front. In July 2024, I was sent an invoice for $150 which my wife tried to pay online. Her FSA card was declined and somehow our debit card was charged the $150. She saw the decline notice and didn't realize a payment went through and sent in a check for the $150. A few days later she noticed the charge on our bank account and called to find out we should have never received the invoice to begin with. My wife disputed the charge with our bank and we have been refunded the money provisionally. She was told by WellNow that the checks mailed in were not a problem, as the account was $0 and they would not be cashed. They were cashed. She called again on 7/5 and was advised a refund would be issued for the checks that were cashed.My issue is why were we invoice for an additional $150 in the first place? They knew before check-in there was no insurance, which they ran anyway. When they received a denial from insurance they charged me the $150. Insurance should never have been billed and I should not have been sent a bill for an additional $150. The invoice even threatens debt collection if not paid. This is wrong and I fear that some people would not catch this, especially given the fact that it was months since the visit.My goal is to prevent this from happening to someone else. This is wrong and predatory.At this point, I need them to cooperate with M&T for the chargeback of $150 and refund the $150 in check payments.

  

  Business response

  07/08/2024

  Response attached.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They said they never received the $29,00. For the last 6 months I have sent several proofs of payment by email and called over 50 times to no one ever calling me back.My insurance company called a total of 4 times and they said they would apply the payment and never did. I received a bill this weekend again.

  

  Business response

  07/02/2024

  Response attached.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went in for ear pain on 11/4/23 and the doctor told me if it didn't get better to come back. When my ears didn't get better, I called on 11/9/23 and the receptionist told me it would be free of charge to come back in. I came back in and was not informed at all during my visit that the appointment would not be free. I was then charged for both visits, and paid the first but not the second since the receptionist said it would be free. I called both the WellNow receptionist and billing agency multiple times to clear the charge and the billing agency told me that I had a note in my file stating that the appointment should have been free, but the receptionist did not complete the necessary paper work. I was told that they would correct my account. My mom spoke with ****** (the office manager) on May 31st because I was turned over to a collection agency, and ****** (the office manager) told my mom that she would follow up with me Monday, June 3rd in order to resolve my account. It has now been a month and both my mom and I have emailed ****** multiple times in the past month and none of our emails have been answered. On June 16th my mom emailed ****** that if my account was not corrected by June 20th, we would be filing a report with the Better Business Bureau. It is now July 1st, and we still have received no communication from WellNow.

  

  Business response

  07/05/2024

  Response attached.

  Customer response

  07/14/2024

   
  Complaint: 21929611
  
  I am rejecting this response because: WellNow's billing agency contacted me but was not able to provide any answers on why I was still being charged despite being told the visit would be free. They also just redirected me to the collection agency, who also did not have the answer to why I was continuing to be billed. WellNow's *********** location has made no attempt to contact me still, despite the billing agency telling me multiple times that the only way my bill could be resolved is if the Bloomington location's staff were to contact me and submit paperwork stating I was incorrectly charged.
  
  Sincerely,
  
  ***********************

  

  Business response

  07/15/2024

  This patient has called back 07/09/2024 and spoke with an agent who advised her that she must contact ********. Patient understood and will follow up with ******** as we no longer own this debt

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made an appointment with ************************* in ******** for March 27, 2024. The woman at the desk told me that I had to pay $50. I told her that I met everything and that my insurance covers 100%. She told me that I had to pay the $50 or not be seen. I did. On April 4, I received and EOB from BCBS stating that I owed nothing. On April 10, Physicians received their EOB and their check. This stated that I owed nothing. I have in contact with them multiple times regarding my $50 refund. They have acknowledged that I am due the refund. I have been told that one woman could write the check. I would have it in 7 to 10 business days. Did not happen. I was told they are still processing it. I then was told over two weeks ago that they had cut the check 2 days prior and I would have it in 7 to 10 business days. I have escalated this many times. Today, July 1, 2024, I spoke to a gentleman who told me that the paperwork was in accounting. The check has not been written and their was no way that I could talk to accounting because they don't take phone calls. He could not get a supervisor for me to talk to as no one was available. PLEASE, PLEASE get me my $50 returned and now with interest or overnighted since it has been over 3 months and they have my money. *********************** - Birthdate 12/16/1960.

  

  Business response

  07/05/2024

  Response attached.

  Customer response

  07/08/2024

   
  Complaint: 21927990
  
  I am rejecting this response because:  Well Now did contact me via telephone.  The woman stated that they have issued  check and it will be mailed.  However, given their history, I will not be satisfied until I have a check in hand.  I do not trust this company given the multiple phone calls that I have made and allegedly their escalation however, no check yet.  Thank you so much for assisting me with this matter.

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

  

  Business response

  07/08/2024

  ******** has been working diligently on this account for the patient. ******** contacted the patient and advised the patient that her refund check was mailed to her mailing address on file, and she would be receiving that within 7-10 business days. The patient was happy with the outcome. 
  

  Customer response

  07/16/2024

   
  Complaint: 21927990
  
  I am rejecting this response because:
  I did reply.  I said I was not satisfied and was awaiting the check.
  Sincerely,
  
  ***********************

  

  Business response

  07/17/2024

  ******** has been working diligently on this account for the patient. ******** contacted the patient and advised the patient that her refund check was mailed to her mailing address on file, and she would be receiving that within 7-10 business days. The patient was happy with the outcome. 

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