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
- 499 total complaints in the last 3 years.
- 260 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:04/07/2025
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.
On 2.28.25 i visited wellnow to be tested and treated for an illness. Unknown own to me and without my consent I was tested for pregnancy. I am nearly 56 years old and 5 years past menopause. I would never have consented to a pregnancy test.Tonight, before I had a chance to contest this surprise **** received on 3.27.25, I got an email that my credit card had been charged. I also did not consent to paying on line for this charge.
Business Response
Date: 04/09/2025
Response attached.Initial Complaint
Date:04/07/2025
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.
I received a check in the mail from Wellnow Urgent Care for $15. It does not explain why I received it. I am worried this is a scam.Business Response
Date: 04/09/2025
Response attached.Initial Complaint
Date:04/06/2025
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.
WellNow Urgent Care, the company itself, billed me directly $315.00 for the 01/04/2025 visit. When I presented to the *********************************** office on 01/04/2025, I was told that I would need to type everything into my phone to join the queue for an appointment. This involved taking pictures of the front and back of my insurance card and entering a credit card into their website. I paid them the $30 copay I have for Urgent Care. I received a statement from ***************** showing that my responsibility was $37.02 as there were some extra co-pays for Covid and flu tests. WellNow insists that I owe them $315.00, this is in addition to the $30 that I already paid. Based on the insurance statement, I should only owe them $7.02 to get up to the $37.02. I called WellNow at the number on the bill: ************. On 03/11/25, they said my complaint was being escalated. On 03/13/25, I was told by a *** that he was "emailing leads." On 03/15/25, WellNow billed the credit card that I had entered into their website on 01/04/25. I disputed the charge, but ******************** (LLBean Mastercard) says I owe the money and must pay or will be ***orted to credit bureaus. Since I have to pay, ***************** should get its money back from WellNow or this seems to be some sort of insurance fraud or abuse on the part of WellNow. I have also ***orted this to the insurance company.Business Response
Date: 04/08/2025
Response attached.Customer Answer
Date: 04/10/2025
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.In the future, I hope the business will deal with errors on their part before the point of having formal complaints filed. I tried to resolve this through phone calls to the number on the bill, then a credit card dispute, then finally insurance company & BBB complaints. They could have just corrected the problem in the beginning.
Sincerely,
**** *******-********Initial Complaint
Date:04/05/2025
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 previously the had come in and was told that I had a copay of 30 some dollars. I actually didn't, and it took several phone calls to finally get it resolved. Today I went in and I was told that there was $180 copay, which there wasn't. I actually went to a different urgent care right after that and had no copay. I believe they are being dishonest.Business Response
Date: 04/08/2025
Response attached.Initial Complaint
Date:04/04/2025
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.
Im not sure what this question was asking, but every time I go to WellNow with my high deductible, they charge me money even if Ive already met the deductible. Thats wrong. And its not a cheap price and it puts the work on me to try and be reimbursed, which is ridiculous.Business Response
Date: 04/08/2025
Response attached.Initial Complaint
Date:04/03/2025
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.
In the fall of 2023 I was seen at Wellnow Urgent Care. The problem has been ongoing with multiple calls: Sept 10, Nov 12, and Oct 31 last year. These calls were recorded and I spoke to **** twice with my Medica Inaurance agent. He promised this billing correction would be handled and the correct number that should have been in box 33a would be **********. The ins. has denied payment because of this and all I should have owed was $35 copay. Now it has gone to collections and has nor been taken care of. They owe me $130.00.;Business Response
Date: 04/08/2025
Response attached.Initial Complaint
Date:03/31/2025
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.
Wellnow had me e-sign documents on a visit that changed my billing to autopay. I have ***********/************ and my co-pay has always been $15. On 3/22 I received a bill by mail stating that I owed $330. I immediately called Wellnow billing at ************ and was told to disregard the bill as my insurance company paid since the bill was issued. The *** sent me a statement showing a zero balance. On 3/25, Wellnow took $330 out of my checking account via autopay. I immediately called and was told that they would escalate this problem to their internal ***** (Who does not take phone calls) and someone would call me back in 24 to 48 hours. On 3/28 I called again because no one called me back. I was told that I had to wait until Monday 3/31 for my payment to post before they could refund the money. The *** gave me his extension. I called on 3/31 and was told that they cannot transfer calls and had to go through the whole story again, and after being on the phone for an hour and a 1/2. The *** told me that my problem would need to be escalated to their internal department again. I cannot get well now to refund my money. And I don't know how get them to respond to my request. Worst customer service ever. You can get nowhere with them. And you cannot speak to a supervisor they just tell you someone will call you back and they never do.Business Response
Date: 04/02/2025
Response attached.Initial Complaint
Date:03/28/2025
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.
Date of service for an employee of our was 8/23/2024. This was a workers compensation injury and it was billed incorrectly to the employee instead of the company. We paid the bill for our employee via check and it has cleared our bank account on 10/17/2024. This employee has been contacted by collection agencies telling him that he still owes the money. I have contacted the customer service department regularly for the past two months. Most recently on 3/21/2025, 3/25/2025, and 3/28/2025. Each time they tell me they cannot connect me with anyone else and that they are filing for escalation and grievance and I should hear back in ***** hours. Still nothing has been resolved and my employees credit is being impacted because they refuse to correct an issue that has been brought to their attention for months. I have sent copies of the cleared check and bill to their billing department 3 different times and because they say they cannot communicate with anyone else apparently, they don't let me talk to another department or supervisor to get any resolution at all.Business Response
Date: 03/31/2025
Response attached.Customer Answer
Date: 04/01/2025
Complaint: 23129263
I am rejecting this response because: I need something in writing that states they have cleared up the issue for our records. Simply saying they will contact us doesn't provide any documentation or prove anything has been done. I received a phone call from Well Now stating that it was all handled and the credit bureau has been contacted and instructed to remove it from the employees credit without any adverse impact, but I only have the phone call. I just wanted something stating what was done or basically that same explanation given over the phone to be in writing for our records if something comes up again. The only reason I requests this is due to the nature of the initial complaint where I was told by multiple individuals it was being handled and I would receive a call back and neither of those things ever happened.I also told the individual from Well Now that called me regarding the complaint that I would like that in writing and the response was that I would get that through the BBB complaint, but this response does not indicate what actions were taken, it only says they will do what they can to resolve the issue.
Sincerely,
***** *******Business Response
Date: 04/02/2025
This complaint is under review.Customer Answer
Date: 04/03/2025
Complaint: 23129263
I am rejecting this response because: It is not a resolution, simply a message stating it is under review. I will respond as resolved when I have received something in writing stating they have cleared our employees issue up on their system and with the credit bureau.
Sincerely,
***** *******Initial Complaint
Date:03/27/2025
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.
Service date of 11/4/24 with the patient being my son ******. He is less than 2 years old. Wellnow improperly billed our insurance so I reached out in January to resolve it. I have consistently been given the run around regarding this issue. With promises of supervisors giving me a call back to resolve, and to this day still not receiving one. I was told multiple times I was not able to discuss my own sons billing information, it has to be my husband because he was the guarantor on this specific visit for my son. Although 4 weeks previous to this when I spoke with a manager she sided with me and said I have every right to speak because I am his legal mother and guardian. Very inconsistent. Not to mention we have received 2 final notice billing statements, one with my sons name. The other with my legal name, so how can they not discuss billing information with me but can send me a bill? I have called nearly everyday for the past 2 weeks at this point and have been told multiple times I would receive a call back from a supervisor but have not. I was then told by a customer service *** that they wouldnt call me back unless I had my husbands consent to discuss this information. So the employee openly disclosed to me they were lying to me and giving me the run around on purpose. I just want to resolve this issue and not be taken to collections for a lack of protocol on their end. I have called nearly everyday logs, Ive recorded conversations of them giving me the run around, Ive documented. Ive been doing everything in my power to resolve this and I have gone almost 2 months now with no reciprocal actions on their end.Business Response
Date: 03/31/2025
Response attached.Customer Answer
Date: 03/31/2025
Better Business Bureau:
I have reviewed the response made by the WellNow in reference to complaint ID ********, and find that this resolution is satisfactory enough to me. I would have liked to see the business make an effort to prevent future clients enduring the months of strain this has caused my family, but this has resolved our immediate issue.
Sincerely,
Alexandria RazkowicInitial Complaint
Date:03/25/2025
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.
Business accepts appointments and closes their doors so appointments cannot come inside well before theyre closing time and then cancels appointments. They also refuse customers that come in within business hours. I had an appointment and I came in the door was locked and then I came again the next day and they refused me because said they had too many people and they werent taking walk-ins, but they did not allow me to come in when I had an appointmentBusiness Response
Date: 03/31/2025
Response attached.
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