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
- 497 total complaints in the last 3 years.
- 258 complaints closed in the last 12 months.
If you've experienced an issue
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:05/02/2023
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.
I received a bill from Urgent Care for services rendered 10 months prior. It does not appear that they ran it through my insurance. It also included two recent visits, both I had Fidelis/Medicaid for and would have been completely covered. I have been attempting to contact someone for over a month regarding this. They do not answer your phone calls or emails and they lie when they say you can put the new insurance information online. There is only a section to pay your bill. When talking with the local Urgent Care staff - they told me they will wait HOURS to get through to the 3rd party who does their billing and there is nothing they can do.
Business Response
Date: 05/23/2023
Response attached.Customer Answer
Date: 05/24/2023
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, although I think it is sad that I had to contact the BBB and email the business several times that I was keeping documentation of them ignoring me in order to get a response. I feel sorry for anyone who doesnt know how to or cannot advocate for themselves against a business that clearly doesnt make it easy to be contacted to have their mistakes fixed. Not to mention waiting almost a year to bill a consumer. Its not only bad business but morally unethical as they are in the medical field.
Sincerely,
***********************************Initial Complaint
Date:05/01/2023
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.
4/30/2023 i was asked by two people what was the reason for my visit.i told both to have a cyst removed.i was charged ***** dollars only to have the third person tell me we don't do that here.why do i have to see three people in order to find out you can't removed it.i should have been told up front before i was charged ***** i don't have that kind of money to just give away.Business Response
Date: 05/19/2023
Response attached.Customer Answer
Date: 05/23/2023
Complaint: 20000606
I am rejecting this response because:
Sincerely,
***********************Initial Complaint
Date:04/28/2023
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 visited wellnow urgent care at Fayettville, ** for my covid19 test on 10/08/2021 and I already paid $185 for this because they told me my insurance company. Today, I received a notice from debt collection company and they charged me additional $200 for this Covid test. I've tried to contact Wellnow billing but was not able to reach them. Would you explain me why I need to pay extra for this covid test?? Why you guys make patient to get paid using debt collection company without giving any notice directly?Business Response
Date: 05/23/2023
Response attached.Initial Complaint
Date:04/25/2023
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.
Well now billing is predatory and egregious in their behavior. My insurance company told me that she has dozens of accounts she's trying to rectify with them but they never answer the phone or call back anyone. Three or four times now I've got bills months later saying my insurance lapsed or was not valid even though it was and then I spent days trying to get a hold of someone finally they say they're going to fix it but then I get a bill again months later saying again my daughter was not covered on my insurance. This goes round and round and on and on.. there was a service on 11:28 for my daughter **** and they are saying that I owe hundreds of dollars because there's no insurance ..I sent them letters emails and phone calls and never hear back from anyone no matter how hard I try and my insurance doesn't get any answers from them On my behalf either.... I'm hoping that you can help rectify this.. They refuse to answer any correspondenceBusiness Response
Date: 05/23/2023
Response attached.Initial Complaint
Date:04/19/2023
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 have spent hours on hold for a billing issue on Urgent Cares end. I had this same issue previously (they are billing an old insurance from an employer over 5 years ago). This is the 3rd time they've put me in collections because of their mistake.Business Response
Date: 05/22/2023
Dear Sir or Madam,
Thank you for the opportunity to respond to the complaint filed by *************************** on behalf of Well Now Urgent Care. We will be responding to the consumer directly on this communication.
Every patient complaint is taken seriously and the office will work to resolve any concerns that are raised.
I appreciate you giving ** the opportunity to review this inquiry directly with the consumer adhering to federal privacy laws.Initial Complaint
Date:04/04/2023
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 had a virtual visit on 2/23, it was Prepay only and I paid my $75 dollars which was taken out of my account on 2/24. I then received a bill on 3/6 saying I owed $75! I called and talked to ***************************** who asked for proof of payment, I sent it on 3/9, she said she would send to her cash manager to get resolved. Never heard back. Called a week later and talked to ******, she told me she would talk to her manager, left a message for her manager and never got a response. Called again and talked to *******, who said she doesn't understand why this wasn't taken care of, that she would send to cash department to get taken care of and would send me an email with a **** balance last week. Still have received nothing. No one picks up the phone, I am in hold for 45 minutes at a time, no one responds to emails. I already paid my bill and they are trying to get more money out of me. This is absolutely ridiculous that no one responds back and no one is taking care of this issue that's OVER A MONTH OLD!!Business Response
Date: 05/05/2023
Response attached.Initial Complaint
Date:02/28/2023
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 is charging me for a service I never received. I cant get ahold of billing or anyone. Its like it goes to a number that nobody answers. The employees cant even get ahold of anyone.Business Response
Date: 03/05/2023
Response attached.Initial Complaint
Date:02/22/2023
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.
Received a collections notice in Sep 22 from WellNow, no communication had been received prior. I immediately called and paid the bill and was told ********* would be notified to withdraw the collection. I found out today my account is still in Collections with MetCredit (5 months later). When I called WellNow, they confirmed payment and said it was on me to call MetCredit to dispute and gave me a bogus number. MetCredit will not answer nor return my calls.Business Response
Date: 03/05/2023
Response attached.Initial Complaint
Date:01/30/2023
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 have had my cdl for 15 years and have been on my meds for ************************************* a 90 day cert so that way I have to return with a form from my other doctor and pay his office another 90 dollars for my ptsd issues, feeling discriminated against because of my military service and being taken advantage of all for issues that I have proven for 10 years that between my doctors and I have its under control.Business Response
Date: 02/05/2023
Response attached.Customer Answer
Date: 02/09/2023
Complaint: 18903148
I am rejecting this response because:
They said they would be contacting me directly and no such communication as taken place so I am taking it as they are trying to brush me under the rug and push me to the side and just keep getting money from me instead of taking care of there clients and just to make more money
Sincerely,
*******************Business Response
Date: 02/14/2023
Please allow more time for a response.Initial Complaint
Date:01/12/2023
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 brought my daughter to WellNOW urgent care in ************ ******** in August 1 , 2022 and we checked in. There were no cars in the parking lot or patients In The waiting room. We waited an hour and then left without being seen by a dr or nurse. No physical for school was done. We even took a video Snapchat because it was such horrible service. We were billed foe the physical ***** and I called the WellNOW billing in ******** and they will not help and I called the actual facility in ************. The admissions secretary would not give me the name of the dr or any information . She said pay it and make it easier in yourself .Account number ******* I have a video of my daughter and myself never seeing the doctor for a physical .They ask for money at the time of service at this facility snd always have before you get the physical. My children have received physicals at this facility for three years prior under a different medical facility name.WellNOW was the new current provider .. this was an intentional lie and attempt to cheat my family out of there hard earned moneyCustomer Answer
Date: 01/11/2023
This is about ******** urgent and you have both our permissions to file using helps.
*******************
*********************************;
Business Response
Date: 01/18/2023
Response attached.
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