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
- 494 total complaints in the last 3 years.
- 232 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:05/13/2025
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.
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,
****** *****
Business Response
Date: 05/14/2025
Response attached.Initial Complaint
Date:05/12/2025
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.
Complaint: 23320196
I am rejecting this response because:I was making monthly payments. I was not informed that monthly payments are not enough for them. I was sent to collection in the amount of $10 as well. Another bill ** I have known about it for sure I was able to pay that bill. I have never seen that bill. Did not even know it existed until collection agency contacted me. A letter informing me that monthly payments are not good enough for them would be appreciated.
Sincerely,
***** *****Business Response
Date: 05/14/2025
Response attached.Business Response
Date: 05/16/2025
The office tried to call ************** and it just beeps and ends the call. They then emailed Ms. ***** directly asking for her to call them. Please review Crystal's email and return her call for assistance.Customer Answer
Date: 05/19/2025
Complaint: 23320196
I am rejecting this response because:I have attached the only email that they have sent to me. Please see attached. As for phone call that is wrong phone number. My number is ************
Sincerely,
***** *****Business Response
Date: 05/21/2025
There is a phone number listed on the email to return her call.Customer Answer
Date: 05/21/2025
Complaint: 23320196
I am rejecting this response because:
To return her call??? Where on this email do you see that states to return her call. And when I did call the customer service number I was told that there isnt anything that you can do call collection agency. This is unbelievable
Sincerely,
***** *****Initial Complaint
Date:05/12/2025
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 March 30 of this year I went to the well now location located on ************** in ******. My appointment itself was great and the staff were very friendly. The issue I have is with their billing department policies and practices. I received the bill in the mail with the statement date of April 28 that also listed a 20% discount which initially was very happy about as it saved about $50. I received the mail the first day in May immediately went on to try to pay the bill, however, the 20% discount was not showing online. I called and was informed that that discount was only for the month of April. I questioned as to how that is possible as the bill was issued on April 28 and I didn't even receive it until May 1. How could the Bill I received show it but now it is no longer eligible. I understand that it's not eligible for bills in May, however, my statement was issued in April. Therefore, the discount should apply as is reflected in my statement. The individual I spoke to her on the phone was very rude and when I asked to speak to somebody just kept telling me that I will not get another answer. It's not about the money. It's more about the principal.Business Response
Date: 05/14/2025
Response attached.Initial Complaint
Date:05/12/2025
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.
Complaint: 23318554
I am rejecting this response because: I have communicated with WellNow on multiple occasions. According to my conversation with ***** on 05/12/25, there are no records or notes of these conversations and, in addition, informed me that billing codes do not exist at WellNow. In response to the conversation with *****, I filed the BBB complaint because I no longer trust that WellNow is capable of resolving this issue without intervention from an outside source.
Sincerely,
********* *******WellNow today during a conversation with *****. According to *****, the record does not reflect the numerous calls and instructions provided. Highmark has clearly stated that this is a covered expense and only needs to be submitted correctly. Ive requested escalation at WellNow and the response is Ill put that request in the system. It cannot be this difficult.Business Response
Date: 05/14/2025
Response attached.Business Response
Date: 05/15/2025
This complaint is under review.Customer Answer
Date: 05/16/2025
Complaint: 23318554
I am rejecting this response because: the only acceptable solution is complete resolution with Highmark. Unless that occurs, the complaint remains open.
Sincerely,
********* *******Business Response
Date: 05/20/2025
The office already spoke with the patient on 5/16 to tell her that this was fixed.Customer Answer
Date: 05/21/2025
Complaint: 23318554
I am rejecting this response because: the bill, according to WellNow, has been resubmitted to Highmark (as I have been informed several times in the past incorrectly) but I have yet to receive confirmation that it has been submitted or approved for payment. Until then, the complaint remains open.
Sincerely,
********* *******Initial Complaint
Date:05/09/2025
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 Well Now for emergency care. When I got there I told the girl at the desk that I broke my wrist. She checked me in then put in a room. Girl came in and I told her I broke my wrist she then said unfortunately our x-ray machine was broken. So I waited for some time. I told my son lets go cant do nothing here. As we were going out the door another girl came dont know who or what she was but couldnt do anything because the machine was broken. I had a bump on my leg from the fall. Im on blood thinners so when I do hurt myself of course I bleed. I didnt go there for anything but my wrist. *** almost a year later I get a bill for $50. I called to ask what for they said for care on July *******. Wow almost a year later. They are sending it to collections. I told them Im not paying it because I got no care. My insurance was billed for $400.Business Response
Date: 05/13/2025
Response attached.Business Response
Date: 05/13/2025
Response attached.Initial Complaint
Date:05/08/2025
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.
Better Business Bureau:
The business contacted me directly in reference to complaint ID ********, and the offered resolution is satisfactory to me.
Sincerely,
***** ***********d.This experience felt like a clear example of overtesting and upchargingcommon in healthcare settings that prioritize profit over patient transparency. Im filing this complaint to hopefully get a review of this bill and the practices they are considering standard.Business Response
Date: 05/12/2025
Response attached.Initial Complaint
Date:05/08/2025
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.
Complaint: 23302837
I am rejecting this response because: I'm unsure how your response addresses my complaint. It's not that I'm unwilling to pay, is that the bill I was sent clearly offers a 20% discount for online payment, reducing the amount due on the remittance slip. However, when I attempt to pay online, that price ($172.58) is not being honored.
When I called the billing department, I was told this was an error on the part of the billing system, and it was only for bills paid in April. I did not receive the bill until May, and there is no verbiage on the bill whatsoever indicating this is a time-bound offer. A scan of the bill I received is reattached for your reference.
I will continue my claim with BBB until a resolution clearly addresses my complaint.
Sincerely,
***** *******Business Response
Date: 05/09/2025
Response attached.Business Response
Date: 05/12/2025
The office is trying to reach the patient. Please return Crystal's call.Initial Complaint
Date:05/07/2025
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 paid my copay at my visit to well now urgent care they save my card info and charged me again thats fraud.Business Response
Date: 05/09/2025
Response attached.
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