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
- 527 total complaints in the last 3 years.
- 283 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:06/03/2025
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.
I went to ******************** on April 11th after a ***, I gave them the contact info, phone number, claim number, and policy number of the car insurence for no fault 4 times. They fraudulent charged my medical insurance and keep sending a bill for the $50 co pay, they refuse to properly bill, and after 5 attempt la to contact the solution keeps getting worse. They have no idea what they are doing.
Business Response
Date: 06/05/2025
Response attached.Customer Answer
Date: 06/07/2025
Complaint: 23412758
I am rejecting this response because:
Sincerely,
******** ******Initial Complaint
Date:05/30/2025
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.
Total CROOKS, I am a veteran who went to this urgent care with a va approved authorization # to cover billing. Guess what...Yep I got a bill in the mail for the total amount. When i called Wellnow billing, they told me they need my social security # to submit claim! Bullsh*t, they have the auth #. Every other med facility I've been to only needed that # so this urgent care Wellnow are commiting FRAUD. Why? Is it far fetched to say if they had my ss # they will then bill the VA, get paid, then continue to bill me and since they have all pertinent identification of me complete with ss #, it makes a collections effort valid?! This is how Wellnow now treats Veterans. With all the billing complaints, against urgent care " Wellnow" needs a class action lawsuit and criminal chargesBusiness Response
Date: 06/02/2025
Response attached.Initial Complaint
Date:05/30/2025
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 bill 6 months after the fact and had to go the urgent care again to prove it was a legitimate invoice as I had forgotten what had happened.The bill arrived with two denominations on it. One reduced if you pay in full, the second was full price. Nowhere on the invoice does it state that there is a time limitation or expiration on the reduced price option. Upon calling to pay, I was told the reduced price had expired, the week prior to my receipt of the invoice. Bait and Switch. During the recorded conversation, the agent told me they get many calls from disappointed people who wanted the reduced price but did not know of the timing as these invoices are always mailed mere days before the expiration with no explanation. The agent was audibly hushed by someone in the background and changed the direction of the conversation immediately. After paying the invoice, I then received a "FINAL NOTICE" invoice threatening my credit score as if I am a delinquent payer. The Well Now billing department is atrocious. They take over 6 months to send an invoice when I am prepared to pay day of. The billing phone number given on the invoice does not match the number found on the Well Now website so legitimacy of the invoice is suspect. When called, they cannot tell me what the invoice is for without asking for personal patient information. HIIPA I understand, but they are unable to prove their own legitimacy or phone number discrepancy without my SSN. Thanks but no thanks. The urgent care brick and mortar cannot take payment of an invoice from 6 months prior however were able to provide legitimacy of the invoice (They are fantastic people). Billing sends invoices with a reduced cost option after the date of expiration of validity, then threaten your credit score after you have jumped through all of their hoops and made payment.This is not good business practice and makes an already horrible health care system that much more difficult and frustrating to navigate.Business Response
Date: 06/02/2025
Response attached.Initial Complaint
Date:05/29/2025
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.
During my visit on May 5th, *********************************************************************************************************** 2024, even though it states on the card that the coverage started at the beginning of this year on January 1st, 2025. So I had to pay $175.00 out of pocket, and I vividly remember that this isn't the first time this has happened to me at the ******** location which its address is *************************************. I fear that the next time I will have to take other legal measures.Business Response
Date: 06/02/2025
Response attached.Initial Complaint
Date:05/28/2025
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.
Went to WellNow and received statement generated on 4/17 with a 20% discount. Instead of the full $946.15, a discount of 20% was applied to $756.92 if paid in full. It said discounts are only eligible online, so I went online, but the only available option was the full statement amount of $946.15 so I sent in a check.Check was cashed and I am still being asked for the remainder. They stated via phone that the discount was only available if paid online and I explained that it only gave me the option for the full amount. They then stated that the discount was only available until 4/30 - which is stated no where on the account statement.I asked to speak to a manager which they refused and then I asked to remove the remaining from my account and they also refused.Due to the lack of 1) being able to process the discount online and 2) no where it specifying the discount was only valid until 4/30, I would like the discount honored and removed from my account.Business Response
Date: 05/30/2025
Response attached.Customer Answer
Date: 06/02/2025
Complaint: 23388265
I am rejecting this response because: they replied with the same information that I received on the phone call. Due to the fact that they did not state any where that the discount was only until 4/30 AND the remittance that you would send in with the check also stated the discount amount, my payment should cover my account in full and the remainder should be cleared. Communication with them attached.
Sincerely,
****** *******Business Response
Date: 06/03/2025
This complaint is under review.Customer Answer
Date: 06/04/2025
Complaint: 23388265
I am rejecting this response because: WellNow continues to not address the actual statements in my email or the complaint. They continue to say the same thing without addressing the fact that 1) the remittance stub that you mail in with check payment also stated the discounted amount and 2) there was no communication on promotion period anywhere online or on the statement that said payment had to be made by a certain date. Since both 1 and 2 are true and would be an internal issue with WellNow's statements, I request the remaining amount to be removed from my account.
Sincerely,
****** *******Business Response
Date: 06/05/2025
The office has responded to this patient advising that the statement does say the discount is only available for online payments. Please close.Customer Answer
Date: 06/06/2025
Complaint: 23388265
I am rejecting this response because they still aren't addressing the actual issue and taking ownership for the lack of communication and confusing statement. Yes, the statement in one spot says online only, but then there is no where on the statement stating that there is a promotional period and it needed to be paid by 4/30. On top of that, since I could not pay the discounted amount online, the remittance stub that I sent in with the check clearly showed a balance owed of the promotional amount. I paid per the amount due on the remittance stop. How can they not honor that?
Sincerely,
****** *******Initial Complaint
Date:05/27/2025
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.
3 visits to Wellnow in 2024. I am covered by 3 insurance policies One year later, I am inundated with calls and texts from a bill ************ insurance company says the claims were denied because the service should have been billed to ********. They told Wellnow to ************** and they did not. They did not follow up with Independent ********* bills from Wellnow were sent to **** reached out to Wellnow -- it is an overseas noisy call center. They said there is nothing they can do. They sent it to collections. Wellnow needs to rebill for the services & call off their very aggressive agents & leave this elderly disabled woman in peace.Business Response
Date: 05/29/2025
Response attached.Customer Answer
Date: 06/05/2025
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 based on what they said to me in a phone call.I haven't had official proof that they have fixed the matter. I appreciate your rapid response to this matter. They contacted me in 24 hours even though they are not a member of BBB.
Sincerely,
******* ***********Initial Complaint
Date:05/23/2025
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.
4/17/2025 received a bill for DOS 1/30/2025 for ****** for a visit to urgent care. My bill offered a pay it in full discount 20% if pain online. No end date. No addl info. Website link not working. Called customer service. *** advised its not working bec it was for the month of April only. I noted the statement does not advise and end date. My bill was not past due. I recd my bill in the mail on 4/23/25. The *** told me he would send me a link to pay ******. That amount would be the 20% discount price. Call recorded. The link he sent i have saved. Today i received a balance bill with acct past due notification of *****. I called member service and i was told there is nothing they can do. No manager. I cannot escalate or appeal the issue. He advised the member service *** 5/1 should not have told me that. I work for an insurance company. I will never go to wellnow for any issues in the future. They are scamming people. I know my rights. I will notify my local congressman and every patient i see.Business Response
Date: 05/27/2025
Response attached.Initial Complaint
Date:05/22/2025
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 November 7, 2024, I went to WellNow Urgent Care on ************************** for left wrist pain. Upon registering, I was informed of an issue they were having with ***************************** I was told their computer was not accepting ** at the time and since I had ******** secondary, I could pay the $40.00 copy and the billing department would correct it and reimburse me. As of today and approximately 10 phone calls, I have not been reimbursed. Through these calls I was told by some they would email the department and they will reimburse me immediately, I was given absolutely no help hanging up on them, and other times asking to speak to a supervisor only to be told there wasn't one and one time being told they would have a supervisor call me back. I have never received a call back.Business Response
Date: 05/27/2025
Response attached.Customer Answer
Date: 06/05/2025
Complaint: 23365798
I am rejecting this response because:
As of last week I heard from WellNow. They confirmed I was entitled to the refund, but haven't received anything as of yet.
*** M McCanna
Sincerely,
*** *******Business Response
Date: 06/06/2025
The office spoke with the patient directly on 5/28/25 to explain her EOB.Initial Complaint
Date:05/22/2025
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.
I went to a WellNow facility on March 30, 2025. I've gone many times before, like usual i pay my copay at the time of the visit. I put my card in the portal because I thought it would make things simpler but they charged my card they said it was an "auto payment" $156, I called last month to dispute it, they said it takes up to 45 days. So now I get another ****, saying it's past due, so they are are trying to charge me a total of $230. Nothing in my insurance has changed, they have paid the claim, and I have never previously gotten a **** before, I've called twice and all they do is repeat what the **** says and provide no help, they claim no supervisor is available to speak to either.Customer Answer
Date: 05/22/2025
AttachedBusiness Response
Date: 05/23/2025
Response attached.Customer Answer
Date: 05/29/2025
Complaint: 23364027
I am rejecting this response because:They told me on Tuesday, that they had refunded me the day prior (Monday) it might take a day or two for it to show through. It is the 7th day that i had to respond by and I still do not have the money in my account. If the money goes in i am fine with their response, however at this point in time which was my last day to let you know, i have not received the money.
Sincerely,
******* *****Business Response
Date: 05/30/2025
Please allow additional time.Customer Answer
Date: 06/04/2025
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:05/21/2025
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.
on 3/27 I went to WellNow, ************. After being seen, I stopped by the receptionist and asked if I needed to pay. She stated I was all set. On 5/7 I received a statement dated 4/30 for $40 from WellNow. There was verbiage stating I was eligible for a 20% discount , pay in full discount, discounts available online only. I attempted to pay the bill that evening, when I signed in online, the statement balance showed $50, not showing the $40 option to pay anywhere. I called the next day, spoke with ****, he apologized and advised he would have billing corrected and send a new statement for the $40 via email. The next week I called to inquire as I had not received corrected statement. The new CS *** was very **** and stated this was a promo that ended on 4/30. I tried to explain the statement was dated 4/30 with the promo amount, how could I pay it since I received it on 5/7. He stated there was nothing he could do and told me NO when I asked to speak with a supervisor. He also stated he could not give me a resolution email address. I called a couple more times to reach a new *** or supervisor to which I was given the same speech. I understand it's not a lot of money, but the principal and ethics of the situation as well as the lack of problem resolution options. They are now calling me for payment.Customer Answer
Date: 06/02/2025
Attached is the ***** form as requested. Please advise if additional information is needed.
thank you.
***** ******
Business Response
Date: 06/03/2025
Response attached.Customer Answer
Date: 06/04/2025
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,
***** ******
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