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:02/02/2024
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.
letter below, edited to fit character limit I am writing to express my frustration navigating a recent fee I received through my account at the Advantage FCU due to a stop payment on a check from WellNow Urgent Care. I have been trying to resolve this matter, but each time I connect with an organization I am told it is the fault of the other and to check with the other organization to resolve the matter. I have spoken with representatives from Advantage ******************** and WellNow and sent a request to *********** but never received any follow up. I am attempting to send this to all three organizations at once to resolve this matter.November 2023 - Check for $25.00 was issued from WellNow urgent care to be paid to *************************** to follow up on a visit from my daughter ************************* to WellNow Urgent Care. Check was mailed to *****************, not to my home address. ***************** reached out to WellNow to report the error. The check was supposed to be mailed back to WellNow Urgent Care.December 2023 - New check was issued and mailed to my home address. I deposited the check into my checking account January **** - Original check from November 2023 arrives at my house through the mail. There was no indication that this was a stop payment check and I deposited this into my account.I received a letter from Advantage FCU on January 16, **** that I received a $20.00 fee due to depositing a check that had Stop Payment. I followed up with the credit union and was told to contact WellNow I followed up with a phone call to WellNow and was informed of timeline that was written above. They would not refund me the $20.00 because they told me it was Highland Hospitals fault and they should have mailed the check back to WellNow.I put in a request through the *********** website to have a representative follow up with me and I never received a follow up call or email.I am simply asking to be reimbursed the $20.00 fee for the check.Initial Complaint
Date:01/31/2024
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.
November 17, 2023 went in for a follow up visit from a visit three days prior. Was told by receptionist that WellNow does not charge for follow up visits. If I receive bill, call them to have it settled.Dec 19 received invoice. Call number on invoice. Spoke with *****. He sent email to local office that I visited for the manager to review.Jan 2 received another invoice. Call number on invoice. Another email sent to local office manager. No response yet from local office manager.Jan 27. started receiving text messages about overdue invoice. Called again. Spoke with *********. she followed up again with another message to local branch manager. I asked if it was easier for me to stop at WellNow and follow up. They suggested I call local office.Jan 29. Called local WellNow. Manager not in, didnt know when she would be in, they will send her a message to call me. I placed that call around 10am. 4pm I called back to office to follow up. They acknlowledged that they spoke with manager at 2pm and manager would be calling me back.Jan 30. Still no call from manager. I called office again. Response, manager not in, they will send another message to her. Receptionist also stated that there should not have been a charge for follow up visit.Jan 31. Still no call from manager. I have now resorted back to calling the billing **** in Albany.
Business Response
Date: 02/01/2024
Response attached.Initial Complaint
Date:01/31/2024
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 called Wellnow at ************ two times, once on 1/10/2024 and spoke to ***** and second time 1/29/2024 and spoke to *****. Both calls were on recorded lines and no resolution was obtained and or offered.Wellnow continues to list this account (#******* as past due even after my calls advising that Wellnow NY automatically withdrew the account balance from my checking account on 12/30/2023 and that transaction cleared at 205PM on 12/30/2023.Representative ***** stated on the 1/10/2024 call that maybe the accounting software was not updated yet and to allow additional time for funds to be posted to account ******. However, during the next 19 days we received past due notifications via mail and text messaging.I called and spoke to our banking establishment who verified that the $15.10 was paid and the transaction came from Wellnow NY and unless I wanted to dispute the transaction nothing further could be done by the bank.I called in a second time to ************ and representative ***** answered the call. He refused to transfer me to a supervisor unless I provided DOB and patient information. Account number was not sufficient since he stated two patients have that account number which is strange that a medical facility would provide duplicate account numbers to patients seeing as HIPPA and PHI is such a large issue for the medical community. After him reaching out finally to supervisors on duty, he returned to the call to tell me that the supervisors refused to take my call unless I provided PHI information ahead of time. That call ended at 2:43pm EST.I sent an email with all call details and payment information to: ******************************** and no response. After the email was sent (337pm EST) another transaction of $15.10 was taken out of my bank by Wellnow NY which is means you are double billing us rather than updating our account as paid. I have contacted our bank and provided proof of previous payments and investigation has been opened.Business Response
Date: 02/01/2024
Response attached.Customer Answer
Date: 02/02/2024
Complaint: 21227202
I am rejecting this response because: no representative from Wellnow has contacted myself nor my husband in the past 24 hours. Wellnow also took additional funds from our Bank 1/29/2024 after we emailed Wellnow billing to correct this issue and Wellnow has not returned that money as of today, February 2nd.
Sincerely,
*******************Business Response
Date: 02/05/2024
This complaint is under review.Customer Answer
Date: 02/05/2024
Complaint: 21227202
I am rejecting this response because: all the documents/messages are the exact same letter from Wellnow dated 2/1/2024 saying that they will contact us. No further details provided in messages.
Sincerely,
*******************Business Response
Date: 02/07/2024
The patient was sent an email on 2/5/24.Customer Answer
Date: 02/11/2024
Complaint: 21227202
I am rejecting this response because: the email I received was not correctly investigated. If my complaint was investigated completely you would have seen that two (2) payments of $15.10 were automatically taken from my bank account via ******************** transactions and the additional funds were not returned. I have had to contact the BBB and my bank and start an investigation onto the additional charges Wellnow has taken since Wellnow refuses to review my complaints showing that on 12/30/2023 $15.10 was taken from my account and then again another $15.10 was taken on 1/29/2024. Creating an overpayment on this account of $15.10.Double billing patients is a fraudulent offense and I am reaching out to the *** and my health insurance to see if this facility should be added to SIU for fraudulent practices.
Sincerely,
*******************Business Response
Date: 02/12/2024
Please call ************ as the office has been trying to reach you.Initial Complaint
Date:01/31/2024
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.
My child was treated at Wellnow Urgent care in *********** ******* on July 23rd 2023. The facility made an administrative error by recording my address incorrectly. They sent bills to the incorrect address and eventually charged off the account to collections. After speaking with all parties their error was brought to light. I requested they pull my account back from collections, and send me a bill so I could pay them. They refused to correct their admitted error causing damage to my credit report.Business Response
Date: 02/01/2024
Response attached.Customer Answer
Date: 02/05/2024
Complaint: 21226013
I am rejecting this response because: I spoke with a manager from Wellnow who informed me that they will take this complaint as 'feedback' but will make no correction of their error. I do not wish to receive any further correspondence from Wellnow.
Sincerely,
*************************Business Response
Date: 02/05/2024
This complaint is under review.Initial Complaint
Date:01/19/2024
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 was seen at the ********* WellNow location in 2023. On the corner of West -edge and *****************...I recieved the bill of $71.17 and have made an attempt to pay it, but WellNow's system does not accept the payment. This bill was sent to collections. I was provided a collections number to call by a Wellnow representative. The number I was provided is ************. When I call this number it rings and hangs up. I have called over 5 times. I called the WellNow customer service line to express this concern. ******* attempted to call the 888 number above and experienced the same...that the line would automatically disconnect. They advised I try another day. I have done so, but to no avail. I am simply attempting to pay the bill of $71.17. I have never had issues paying WellNow before. I am concerned I have been placed in collections in error, since their systems and services for accepting payments have not worked. I welcome the opportunity to pay the debt.Business Response
Date: 01/22/2024
Response attached.Initial Complaint
Date:01/12/2024
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 was sent for a drug test by my work. They processed the billing information wrong and have contacted me relentlessly saying I owe them for my visit. My works HR department has sent all the proper information over to correct this the issue. Wellnow continues to ignore my jobs attempts and continues to harass me, when contacting wellnow I will get transferred to an answering machine or the call will be dropped. When my job calls they will be put on hold for hours.Business Response
Date: 01/15/2024
Response attached.Initial Complaint
Date:01/10/2024
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.
This is regarding overpaying during my visit on 01/03/2024. For location ***************************************************************************. I paid $165, and I should have paid $20. Transaction ID was *************** ID ************. Please get in touch with me to arrange a refund ASAP. This company provides a phone number and email for billing, and they never respond. They took over urgent care in ******** and its surrounding areas and don't respond to questions. Terrible customer experience.Business Response
Date: 01/11/2024
Response attached.Customer Answer
Date: 01/16/2024
Complaint: 21114113
I am rejecting this response because: you have not contacted me. no one answers emails, no one answer phones. takes forever to get things done. i will have to go to court to get my money back. contact me asap ************.
Sincerely,
Moustafa AbuelfadlBusiness Response
Date: 01/16/2024
This complaint is under review.Customer Answer
Date: 01/17/2024
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 pursuant that they actually follow through and issue the refund ASAP.
Sincerely,
Moustafa AbuelfadlInitial Complaint
Date:01/07/2024
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 this urgent care on 1/5/24 because I have been sick since December 18th and my symptoms have not gone away. I spoke to a doctor whose name was ******* in the office and he prescribed me medication for my symptoms. I explained the following day to the urgent care doctor ********* that I was very nervous to take this medication due to the major side effects. I did not want my tendons splitting and possibly death to occur. When I spoke to ******* she was a nasty individual right into the conversation. She told me I am allergic to a lot of medications and I would need to tell her what antibiotics I can take. I have never been diagnosed with acute sinusitis so how would I know what antibiotics I can take, you are the doctor. She threatened to hang up on me because I said I don't know what medication I can take. Then proceeded to do so. She did not call me back and told me I needed to call a pharmacist for help with what she can prescribe before doing so. I now have no antibiotic to clear up the infection I have and the pharmacist was not able to help me. They are not the doctor.Business Response
Date: 01/08/2024
Response attached.Customer Answer
Date: 01/08/2024
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 at this time. If my complaint is not resolved I will contact the BBB again. Also, if I do not get contacted within 48 hours the BBB will be contacted as well.
Sincerely,
***********************Initial Complaint
Date:01/04/2024
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.
My current issue with Wellnow urgent care is that they sent me a billing statement, it got mixed up in the mail as I've moved - I set up the proper forward information with the post office but my bill was still sent to the wrong address, thankfully my parents live where the bill actually got sent and gave it to me last week, which is when they received it. This bill says that they have tried to contact me multiple times and that immediate action is required - this is the 1st statement I've received since the beginning of 2023 when I appealed the charges thru both my insurance and Wellnow, they re-billed everything and this is the newest statement. I went to pay the bill today on the wellnow website where it says "statement balance as of 12/16/23 $43.50" and also "current balance as of 12/26/23 $0.00". So I called and was told that my bill is in collections. That was odd to me because I just got this bill last week, the paper bill mentions needing to pay within 30 days or it goes to collections, and also says "Due Date: Upon Receipt". I called collections and my bill is not with them at this time, they said to call back in a couple weeks.I went back to wellnow's website to view my account and found that they sent me this statement in the mail on 12/16/23. So they didn't even give me 30 days to respond before they sent it to collections. When I called them, again, the man I spoke with said he understands my frustration but now that it is sent to collections there is nothing more he or his supervisor can help me with. The back story to all of this is that I'm being charged $43.50 to have a covid test done 2 yrs ago (1/2/22) -should've been free- Wellnow had to re-bill the charges because they didn't bill it as a covid test, and it has gone back and forth between Wellnow and my former insurance company ever since. The initial bill was close to $200 if not more when they had to re-bill it, it came back $43, then $13, then $43 and just now as $43.50.Business Response
Date: 01/05/2024
Response attached.Initial Complaint
Date:12/31/2023
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.
on 12-26-23 and the 27th and the 28th My wife was denied medical services she was not allowed to be even been seen by a provider by the front desk on 3 different occasions after we walked in 2 different days 12/26/23 & 12/27/23 and made a appointment for 12/28/23 but well now called my wife told her "they are running 3 hrs behind so she will have to wait" so my wife said that is ok.... at that point my wife got transferred to a "manager" when my wife didn't request to be transferred and the "manager" got on the phone and said "you will not been seen because we close at 8 pm and your being rude" then the "manager" hung up on my wife. So 2 hrs later we get a automated text message from the office asking why we missed are appointment!?!? really! we were treated very rudely and unprofessionalBusiness Response
Date: 01/03/2024
Response attached.
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