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
- 551 total complaints in the last 3 years.
- 293 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:07/22/2025
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 visited the WellNow Urgent Care in *******, ** on 04/02/2025 and 04/20/2025. Both ****** ($50 each) were paid before I was taken back for treatment. Despite having Confirmation numbers and Authorization numbers FROM WellNow, I continue to receive phone calls, text messages, and letters claiming that the 04/20/2025 visit was never paid.I have called 7-8 times and been assured each time that the issue is resolved. Followed by more texts, calls, and letters claiming no payment was made. The most recent letter and text state: ACCOUNT FINAL NOTICE This is your FINAL NOTICE. Your account is at risk of being placed in collections. Please pay the balance due immediately. Payment information (both were deducted from my bank ***********/02/2025 Paid $50 Confirmation # ********* Authorization Code ****** 04/20/2025 Paid $50 Confirmation # ********* Authorization Code ****** I want a billing adjustment to show that the payments were made and a correction to my credit report, if that was affected.Thank you,********* ******
Business Response
Date: 07/24/2025
Response attached.Customer Answer
Date: 07/29/2025
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.Email received July 28, 2025 at 10:34 AM:
Hello,
I have been trying to reach you regarding your BBB complaint. The account has been corrected and has a zero balance at this time. Please let me know if you need further assistance.
Thank you,
Paittan M
Patient Support Supervisor
WellNow Urgent Care/247OnlineCare
Phone: ************
Sincerely,
********* ******Initial Complaint
Date:07/21/2025
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.
03/29/2024 was seen. Visit #*******. 04/04/2024 was charged $230, Taken out of my banking account. They never ran it the visit through insurance. I called and gave them insurance information two separate times. 08/15/2024 was charged $50. That was taken out of bank account. The $50 was the amount I correctly had to pay after insurance. Since then I have called more than 3 times asking for my refund of $230. They inform me that it is being sent to verify and to be patient. They have even put on the notice High Importance to resolve. 07/21/2025 I have called again checking on the status of my refund. They tell me the same story each time. I ask to talk to the head of the department that verifies the account to except reimbursement and they tell me there is no one i can talk too. And to just keep waiting.Business Response
Date: 07/23/2025
Response attached.Customer Answer
Date: 07/28/2025
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:07/21/2025
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.
I am writing to file a formal complaint regarding what I believe to be a deceptive and unfair billing practice by WellNow Urgent Care.On July 15, 2025, I received a medical bill from WellNow in the amount of $172.58, which reflected a 20% discount applied to the original amount of $215.73. I promptly contacted WellNow to pay the discounted amount; however, I was informed by a billing representative that the discount had expired on July 9, 2025.Nowhere on the bill I received does it state that the discount was only valid until July 9. Furthermore, since I did not receive the bill until July 15, it would have been impossible for me to act on the discount before that date. Despite explaining this to the representative, I was told that nothing could be done and that I was responsible for paying the full, undiscounted amount.I believe this is a deceptive billing practice. Offering a discount without disclosing its expiration date and sending the bill after the supposed expiration is misleading to consumers and prevents them from acting in good faith to resolve medical charges.I am requesting that your office investigate this matter and, if appropriate, take enforcement action to prevent other consumers from experiencing similar issues. I am happy to provide a copy of the bill and any related correspondence upon request.Business Response
Date: 07/23/2025
Response attached.Customer Answer
Date: 07/24/2025
Complaint: 23629874
I am rejecting this response because:
I have not received a call back from Wellnow.
Sincerely,
***** ****Business Response
Date: 07/25/2025
Please allow additional time for the office to review and respond.Customer Answer
Date: 07/28/2025
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:07/20/2025
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 8/27/2024 I was treated at Wellnow in ******, ** for an ear infection. I gave them my ******** and supplemental insurance information at that time. There was no payment due at that time. Three months later I received a notice stating that my bill was going to be sent to collections. I'd never received a bill and my two insurances should have covered the cost. I immediately put a check in the mail, assuming that when my insurance coverage came through that I'd get a refund. Soon after I called the billing department for Wellnow and spoke with someone in the *********** who said that they would resend the bills to ******** and *****************. The next time I called I again spoke to someone in the *********** who informed me that it had been resent and was accepted. After about six months, I called ******** and United Healthcare to see what the holdup was and was informed that there had never been anything submitted for a treatment on 8/27/2024 or any other time from Wellnow. Getting back to the billing department and speaking with the people in ******** instead of the *********** this time, I was told that since the bill had been paid by me they wouldn't be billing my insurance. This after telling me that it had been submitted to my insurance. The people in the *********** had lied to me regarding submitting my claim for payment ever and it was standard billing to send the "Account Final Notice" letter to patients before submitting it to insurance companies. And they said they wouldn't have submitted it to collections - I just shouldn't have paid it. What is going on with this company's responsibility to its clients? I'm still out $230 that they should have collected from my insurance that I pay a lot for. Somehow they should be telling their clients that they shouldn't pay any bill if they already have insurance.Business Response
Date: 07/22/2025
Response attached.Customer Answer
Date: 07/23/2025
Complaint: 23626883
I am rejecting this response because: There is no information from WellNow that tells me what their plans are to rectify this issue. They said they'll reach out to me. That doesn't mean that I'm happy with their response. If they're going to submit my claim to my insurance and ******** so I get a refund, they should just tell me that. I believe that should be their response to my claim.
Sincerely,
******** ****Business Response
Date: 07/23/2025
Please allow additional time for the office to review and respond.Customer Answer
Date: 07/24/2025
Complaint: 23626883
I am rejecting this response because:
Sincerely,
******** ****Initial Complaint
Date:07/18/2025
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 received a bill from WELLNOW with a balance of $150 however on the statement it says if I pay in full I can pay $120 on a 20% discount. There are no expiration dates in this statement to say when that is and isnt valid for. I called and told them this however got no where. I ended up paying the full balance because they are threatening my bill going to collections. I would like my money back or a settlement from this.Business Response
Date: 07/22/2025
Response attached.Customer Answer
Date: 07/25/2025
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:07/18/2025
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 was charged for a visit that shouldn't have been charged to me because I was covered by insurance and they did not bill my insurance.Business Response
Date: 07/22/2025
Response attached.Customer Answer
Date: 07/23/2025
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:07/16/2025
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 attended ************************* at **************************************** on June 14, 2025, with a broken arm. Before I was seen the receptionist billed me $98.09 which she immediately took from my HSA/Optum card. I was informed after payment was taken that there was no x-ray technician, and they could not help me. I asked for a refund and was told this was not possible but to call their billing number ************** and they would have no problem issuing me a refund. I have now called the billing number at least a dozen times over the past month and they are unwilling to issue my refund. They make excuses that their systems aren't synched so they can't see the payment. They have also said that it is being reviewed but that was back on June 24. I have also visited their office on several occasions, and they will not issue a refund either. I have now emailed them documents proving payments (the same documents I attach here). ************************* has blatantly taken my money without any services provided. Thank you for your time and looking into this.Business Response
Date: 07/21/2025
Response attached.Customer Answer
Date: 07/22/2025
Complaint: 23610020
I am rejecting this response because they have still not refunded my $98.09. Their response is generic and the same response they have been giving for over a month now.
Sincerely,
******* *******Business Response
Date: 07/22/2025
This complaint is under review. Please allow additional time for the office to review and respond.Customer Answer
Date: 07/23/2025
Complaint: 23610020
I am rejecting this response because I still have not received the $98.09 owed to me back in my HSA account. There is no new information here. I see the receipts I provided showing the money I paid for x-ray services they couldnt provide when I had broken my arm. I am still owed this back. I paid this on June 14 and I am still trying to get reimbursed, which is unacceptable.
Sincerely,
******* *******Business Response
Date: 07/25/2025
This complaint is under review. Please allow additional time for the office to review and respond.Customer Answer
Date: 07/28/2025
Complaint: 23610020
I am rejecting this response because nothing has been resolved. I am still waiting for my refund. They took the money out of my HSA on June 14 (over six weeks ago) and I still have not been refunded the monies due.Sincerely,
******* *******Business Response
Date: 07/30/2025
The office has been trying to reach you. Please return Paittan's call for assistance.Customer Answer
Date: 07/31/2025
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. The money is now in my account.
Sincerely,
******* *******Initial Complaint
Date:07/16/2025
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 April 21st 2025 my daughter was seen at a Wellnow in ***** NY for an xray. We have *************** -Tricare East. I received the first bill on May 15th and contacted Well now customer support to get the claim resent to my insurance provider. 2 weeks later I received a second bill. This time I took it directly to the Well now with my insurance information and after getting it submitted I was told not you worry about it unless I receive another bill. This week I received the third bill and decided to call ******* first. My insurance told me they have not received a claim from Wellnow and to call them and have it resubmitted. So I contacted Wellnows billing customer support again and spoke with "***" who told me he cannot submit the claim because he is unable to do a "real-time insurace eligibility check". This is nonsense because I am active duty military and can never have a gap in coverage while I am actively serving. He said to have ******* call them, which they do not do. This account is about to go into collections and effect my wife's credit score due to the refusal of the billing department to submit a claim to my insurance. I want this fixed immediately.Business Response
Date: 07/21/2025
Response attached.Initial Complaint
Date:07/11/2025
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 IS A SCAM!!Went to wellnow, the doctor did NOTHING except tell me I had to go to the hospital. Her words" I have no lab here or scan or any equipment I can use to help, you'll need to go to the hospital"I went to the hosppital and was cared for by a REAL Doctor.Then Wellnow bills my insurance with $****** and sends me a bill for $*****. I called and filed a formal complaint that my insurance was billed and the Doctor didn't even touch my. The tech was the person *** took my B/P and temp. The doctor did nothing. So they said they would file my complaint and let me know the results.I get another bill and called again and ask about the complaint I was told that it was being looked at. I also asked that they bill my secondary insurance because I was not going to pay for a doctor *** did nothing! I gave them that insurance information and was told they would ******** I get a letter from a collection agency for the *****. I called the collection agency to ask if Wellnow billed my secondary insurance and I was told that they did not have that information and I would need to call Wellnow. Wellnow had originally billed ****** and now the letter from the collection agency is for ******! I call Wellnow and was told since the account went to ***************** they do not have any billing information available, so they could not tell me if they billed my secondary insurance. I asked to speak to a supervisor and was told by Ean that they do not have a supervisor to transfer me too. I asked for their corporate phone number and he said it's this same number you diled to billing. So these employees say what they want, there is no supervising personnel and the clients are the ones suffering and dealing with the ignorance of their employees.What A SCAMBusiness Response
Date: 07/15/2025
Response attached.Customer Answer
Date: 07/16/2025
Complaint: 23586637
I am rejecting this response because: They have NOT contacted me. And until they do, I will not accept their response.
Sincerely,
******* ****Business Response
Date: 07/17/2025
This complaint is under review.Customer Answer
Date: 07/21/2025
Complaint: 23586637
I am rejecting this response because: As I mentioned before, this company has NOT contacted me regarding this issue and until they do, I will not state that this issue is resolved! They say that they will contact you but that's only so I can select I accept their response. But I will not state that until this issue is resolved! These people have placed this account in collection and I want this resolved!
Sincerely,
******* ****Business Response
Date: 07/24/2025
This complaint is under review.Customer Answer
Date: 07/25/2025
Better Business Bureau:
On 7-24-2025 A person named "*******" from Well Now contacted me and stated she is a supervisor and stated she requested months ago that this bill be "closed" so we would not get billed again and she will be contacting the ***************** to cancel this bill also. On the basis of this conversation, 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:07/10/2025
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.
January 10th, 2025 I fell at work and hurt my shoulder. Went to wellnow urgent care on gull road in *********, ******** as it was the closest urgent care to my work and my husband and I had been there several times before with no issues. Had xray of shoulder and it was sprained. Workmans comp should have been billed and I assumed the **** ********************** knew what they were doing and that they had billed comp. However the beginning of June I received a text message from well now thanking me for scheduling a payment of $545 which i had not done. I watched my account for 2 days then my husband said to me that someone had taken $545 out of his checking account that he didn't authorize. So he called well now who eventually told them it was my bill and I had to call them. They told me it was my workmans comp case and they had my husband's credit card on file so they took it out of his account. I had to call my comp case worker thru my employer who told me it was highly illegal to take money for a comp case and that i should contact a lawyer. Then I call federal comp case worker who said they were never even sent a bill and the case was closed now since it was 5 months later at this point. So now it's mid July and I get another text from well now thanking me for scheduling a payment of $545. I immediately call them to inquire since that bill has already been paid (by me). I get the same run around that i got from their customer service in June, where they keep telling me to call here, call there, give them another week then eventually hang up on me. Then they tell me my insurance company hadn't paid a bill from May and I need to also call them. So I asked them if they're sure they billed them since they told me they billed comp twice and never did. Im not sure what is going on with that company these days, but they're customer service is appalling and it seems to be very shady and illegal. We've had to cancel all of our cards that they have "on file". And we will never go back.Business Response
Date: 07/15/2025
Response attached.Customer Answer
Date: 07/16/2025
Complaint: 23584470
I am rejecting this response because:I have called them many times. Been told to give them more time, hung up on and straight up lied to.
Sincerely,
****** *******Business Response
Date: 07/16/2025
This complaint is under review. Please allow additional time.Customer Answer
Date: 07/17/2025
Complaint: 23584470
I am rejecting this response because:This is the same standard issued letter from 2 days ago. Solving nothing.
Sincerely,
****** *******Business Response
Date: 07/21/2025
******** called the patient twice on Thursday 7/17 with no response. Please return her call.Customer Answer
Date: 07/23/2025
Complaint: 23584470
I am rejecting this response because:I received the refund so I don't think we have anything else to discuss.
Sincerely,
****** *******
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