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Complaint Details
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Initial Complaint
09/25/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 7-23-24, I was seen by ****** ********, FNP, at the Wellnow Urgent Care. I had a case of poison ivy. I was prescribed a topical cream, and diphenhydramine. On 7-28-24, I returned to Wellnow Urgent Care, because my symptoms had gotten worse. I saw ***** ******, NP. She told me I should have been prescribed ********** on, 7-23-24. I was told that because I was being seen for the same issue of poison ivy, I would not be charged for the 7-28-24, visit.(14) days later, WellNow, took $165.00, from my bank account. I was not aware that this was going to happen.I contacted the billing department on the following dates:8-12-24 - I was told by *****, that a refund would be mailed within (10) business days. No refund came.8-26-24 - I was told by ********, that Wellnow was behind on their processing, and that a check would be mailed that week.9-8-24, I sent an email to the billing department, for which no one ever responded.9-12-24, I call again and was told by ****, that there was no explanation for the refund delay, and a check would be mailed that week. He said he saw the request had been made by *****, on 8-14-24.I tried to call again on 9-24-24. I was on hold for (38) minutes, at which point the business hours ended at 5 pm, and no one ever answered the phone.I would like the $165.00 refund that I was told I would receive. I also don't know how (14) days after I was told I would not have to pay for the second visit, money was taken from my bank.I would appreciate any help you could provide.Wellnow Patient # ******* Facility visited on 7-23 & 7-28-24 is:WellNow Urgent Care ************************************************************** Sincerely,******* ********
Business response
09/26/2024
Response attached.Customer response
09/27/2024
Complaint: 22332515
I am rejecting this response because: The letter from ***** ******, Manager, Regulatory Relations for Well Now Urgent Care doesn't indicate anything about how they intend to resolve the refund I have requested for close to (2) months. She only states, in her letter, that she is "responding to me directly on this communication." There is no other information provided by ***** ****** in her attached letter. I do not consider those "words" a resolution.
Sincerely,
******* ********Business response
09/30/2024
This complaint is under review. The office will reach out to the patient directly.Customer response
10/01/2024
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. I received a phone call from WellNow, stating that a refund check will be mailed to me this coming Friday. If I do not receive that check in a timely manner, I will reopen my complaint against WellNow.
Sincerely,
******* ********Initial Complaint
09/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have always liked Wellnow, so when my daughter had heart palpitations we saw them. They were very helpful as always. My issue is with billing. On 6/21/24, the day of the services, my daughter had a bill from Wellnow for $180. We paid $80.84 the day of the visit. On August 6, 2024 my credit card was billed for the remaining $84.16 through an Autopay option. Although this was an automated bill charge (I have since gone online and cancelled that option), the system did not connect it to my daughter's account. We (me also because I am listed as the guarantor) are not contesting the charge. We just want it connected to the proper account so we stop getting billed. We have been billed repeatedly. On September 20, we called to make Wellnow aware of this and the wait time was excessive. I did the same thing today on September 24 to have the same experience. All billing issues must go to the number ************, and there is no other option for billing complaints. My intended resolution is for my daughter's account to be credited so we stop getting billed. Simple as that.Business response
09/26/2024
Response attached.Initial Complaint
09/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I recently moved to ** from ** and urgently needed my diabetes med (*******) before I could be seen by a new primary. NY ******** wouldn't cover prescriptions from my old NC doctor, so I scheduled a telehealth apt with WellNow. The website said they couldn't cover controlled substances, but said nothing of meds requiring prior authorization (which I already knew ******* does). I even noted in the info I sent that this was the purpose of the apt. After putting in my insurance info, it said my payment would be 120 dollars (weird, considering it said it was usually 75, but i figured maybe they didnt take ******** and this was uninsured price). I nearly backed out due to that,but it's cheaper than paying 1000+ for ******* without coverage, and I was desperate. So I paid it and had the appointment.They wrote my prescriptions, but then I ended up having to wait for a prior authorization for *******. I waited about a week and when it still hadn't been approved, I contacted them about it. The receptionist said they don't have fax machines (!?) so they didn't get it, but she would let the doctor know to contact my insurance. That's already bad enough, since it meant an extra week without my meds. But then I got a message from the doctor's office saying they can't refill prescriptions that require a prior authorization (again, this was NOT mentioned on the telemedicine website). I was just out 120 for no reason. Again, already bad enough.BUT I got a text now saying I have payment due. I checked and it showed that I already paid the 120, but now it's saying that I owe an additional 195 dollars.I called and they said my insurance wouldn't pay the rest, so i had to. But 1. There should be no "the rest" when I wasn't told about any extra payment, and 2. If they didn't accept my insurance they should have told me to begin with. Also, the lady I talked to on the phone repeatedly called me (a man) "ma'am" and had a hard time understanding anything I said.Business response
09/26/2024
Response attached.Customer response
10/02/2024
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
09/24/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 09/07, I visited the ************** WellNow and had the physician on call write me a script for an ultrasound at a nearby radiology center as I was dealing with a potential cyst. Due to having out of state insurance, I opted to pay the full $165 out of pocket for this visit. After an error was made on the script, I had to return to this WellNow location on Saturday, the 14th, and not only receive a new ultrasound script, but also take a COVID/flu test and have my urine tested due to the cyst issue. I once again paid $165 in full. I awoke on the morning of 09/21 to a Rocket Money (my budgeting app) fraud alert for a WellNow charge in ************* of $497. Once the billing office opened on Monday, I waited on hold on the phone for one hour and four minutes before being put through to a representative who saw the $497 charge on my account and asked me to email an image of my bank statement showing the charge to ********************************* I would like a refund for this fraudulent charge or at least an explanation of where these expenses came from, and why my account was charged rather than sending a bill in the mail or via email.Business response
09/26/2024
Response attached.Initial Complaint
09/23/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I visited Wellnow Urgent care ************ on 6/20/24. I presented my **************** card. Gave my new address, No copay was given or collected as I have ********* Today, I received a bill for $460 threatening to send me to collection if I did not pay. I tried calling the billing # listed of ************ to give new insurance information. I was on hold for over 45 minutes and still could not talk to anyone I finally found how to update insurance on website, but it would not update for 6/20/24. I need to contact WELLNOW before they send me to collection. I cannot get a hold of anyone. My account # is ******. There is no email address to send billing questions to and they don't answer the phone, but yet will send you to collection. Please helpBusiness response
09/26/2024
Response attached.Initial Complaint
09/20/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was told by my insurance provider that the itemized statement provided by the medical facility did not contain the needed information such as the full name of the physician, the address of the company, or the tax identification number. The medical center refused to provide the insurance provider with the claim directly and sent me an invoice. I forwarded the document the medical facility sent me to the insurance company and was notified it was rejected due to the incompletion. I attempted calling however I kept receiving automated voice messages.Business response
09/24/2024
Response attached!Initial Complaint
09/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I brought my significant other to the Wellnow Urgent Care in ********, IN on 7/21/2024. Upon check in they charged my card $165.00 for the visit. The wait was fast and we were directed to a room. The ** on came in within seconds of us getting in the room, a long with the nurse. Both very pleasant individuals.The **. took one look at my significant other and said, this was bigger than her and we needed to go to the emergency room. We all walked out to the front desk to inquire about the payment we just paid and we were assured that we would not need to pay for the visit and we would see a check in a few weeks. Few weeks went by and no reimbursement. We called the payments line and they said nobody had asked for a refund so they didn't send one. We then asked for one, they said we would see a check in a couple days, couple days went by and again the said it was approved and a check was mailed out on Thursday or Monday. By the next week still not check. We called again. This time we were told that we wouldn't be getting a refund because it's a billable service, we then explained everything and they said they had to escalate this to high **** It's now been 2 months and we still have yet to receive our money and everytime we follow up we are told the person who deals with this is not in. We would like a refund immediately.Business response
09/24/2024
We are unable to locate the patient. Please provide us with the patient's name so we can review this complaint. Thank you!Initial Complaint
09/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I received a bill from this company that showed they did not file a claim with ********. I tried to discuss this with billing. They claimed my ******** number was wrong. I contacted ******** and was told the issue involved a problem with filing the claim. The billing office in ******, ** refused to call ******** to resolve this issue. I have had to file a claim with ******** because of their refusal to resolve this issue. Here is a copy of the letter I am sending them tomorrow.Bill for account number ******* I received your bill again today. ******** states you have never submitted a claim to them. I contacted them today. Per ********s recommendation, I submitted your bill to ********s Indianapolis office. They will have the bill by Monday 9/23/2024. They are aware that your company refused to contact them to resolve issues with submitting a claim. That is why they recommended that we directly submit to them. Obviously this will take some time for them to process. Just so your company is aware, your facility failed to tell us X-rays could not be done, because there was no radiology technician on duty. *** essentially received no care and was told to go to the local emergency room for further treatment. This caused about a two hour delay in treatment. *** had *********** with 5 broken ribs on the left side - two ribs were shattered- and he had three emergency room visits, an VATS procedure/surgery. He was hospitalized for almost three weeks. Once ******** receives this claim from us and resolves it, we will do what they state we need to do to complete and resolve this issue. A copy of this letter has been sent to ******** to keep them updated on this situation.Sincerely yours,Dr. ****** R ******************* P. ****, RN,FNP, ADN,BSN,MSN *******************************************************. *****Business response
09/24/2024
Response attached!Customer response
10/07/2024
Better Business Bureau:
Just to let you know, WellNow did finally file the claim with ********. They never contacted me to let me know the problem was resolved, nor did they try to work with me on it. I contacted them three times. Each time involved five to eight hours on hold on the phone. Their customer relations remained poor throughout this process, but the bill is resolved. Thank you for your assistance.Sincerely,
****** SimsInitial Complaint
09/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was charged a 100 dollar company at the time of my visit. About a month later I got another bill via mail for 100 dollars. I called and asked if this was on top of the money I already paid or if it was the co pay. They said they didnt have records of me paying anything at the time of my visit. I found the charge on my mobile banking and sent them proof that I had paid. Im still getting harassed by them and got a final notice that if I dont pay 100 dollars (of which Ive already paid and provided proof) that it will be sent to collections.Business response
09/24/2024
Response attached.Initial Complaint
09/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was seen at WellNow Urgent Care on 8/22/24 for a cut on my leg. The desk clerk informed my wife and me that they did not participate with our **** insurance anymore and charged us the self pay $165. As you will see in the attachments, they ended up also billing BCBS and **** sent us a check to give WellNow for $532.06, which we still have. We tried reaching out to billing but each time we were on hold for at least an hour. I had to go back to get stitches out on 9/5/24 and they did not ask me for any payment saying it was a follow up visit so there was no charge. We received a bill for $165 (the self pay amount) on 9/18/24. Before we could even question the charge, we noticed a charge for $165 out of our checking account today with no authorization. They must have kept our debit card on file and charged it. My wife went down to the urgent care as again, we were on hold on the phone for over an hour with noone answering. She was told there was nothing they could do and we had to reach out to billing but did confirm that they shouldn't have billed the insurance and taken payment from us on 8/22/24 and that there should have been no charge on 9/5/24, and that they were never authorized to take that payment, so essentially stealing from us. If we owed it, we were going to pay it from flex spending but instead, again, they took the $165 without authorization. Since there is no resolution and we are now up to 4 phone calls of being on hold for almost 2 hours each time, we are filing a complaint.Business response
09/24/2024
Response attached.
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Get a QuoteCustomer Complaints Summary
331 total complaints in the last 3 years.
167 complaints closed in the last 12 months.