ComplaintsforWellNow Urgent Care

Urgent Care Clinic

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Initial Complaint
11/06/2024
Complaint Type:
Product Issues
Status:
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.
My son, **** *********, has high functioning Autism and has requested I help him with this issue. He was seen on 3-23-24. He gave his debit card at that time as requested. After the insurance cleared, a paper bill was sent to our home saying the bill was due on receipt. We asked our son if his card was charged. He said no so we promptly paid the bill as requested. Two days later, the debit card was charged so we now have double paid. After a very frustrating experience with customer service we did finally speak with a ******** on 9-3-24. She said the reimbursement would be sent out in 10 business days. We were told there was an additional charge so would only be receiving $64.92, which we agreed to. Two weeks went by with no check received. After another frustrating attempt to speak with someone, I spoke **** on 9/27/23. She informed me that it would be 30 to 40 days after my first contact. I asked to speak to a supervisor but was told she wasn't available. It has now been 2 months without any response. I initially wrote a review on the BBB website but was not contacted , as the response said I would be, so I have elevated to this complaint with the hope of getting his money reimbursed.
Business response
11/08/2024
Response attached. Your refund has been escalated and the office will call you when it is completed.
Initial Complaint
11/05/2024
Complaint Type:
Customer Service Issues
Status:
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.
On November 2, 2023 I visited the Wellnow Urgent Care in ************, **. Upon arrival I filled out my paperwork and provided my insurance information to them. January 3, 2024 I received a bill for $230.00 (my urgent care copay is $35.00) and a statement that showed they had not submitted the bill to insurance. On 1-12-2024 I made a copy of the insurance card and sent it back with the statement they had sent me. February 2, 2024 I again received another bill for the same amount and a statement again showing that they had not submitted the information. On 2-29-2024 I again made a copy of the card and mailed it back to the address provided on the statement. Figured it was taken care of since I hadn't received anything in months and then today 11-4-2024 I get a call from a collection agency about this bill. It seems like they are trying to pull some sort of scam by not billing the insurance company and that I have had to provide them the card 3 different times and they still will not send it though insurance. I want this corrected, to be billed the correct amount and any negative rating taken off my credit report.
Business response
11/06/2024
Response attached.
Initial Complaint
11/04/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My son went to WellNow Urgent Care on 1/16/23. He waited over an hour in the waiting room, and another 45 minutes in a room to not receive an exam of any kind, but was given a fast pass to a hospital ER. His insurance at the time was ********, Excellus BCBS. WellNow was still accepting Excellus for the duration of 2023. He was not charged at the time of the visit, and we never received a bill. Sixteen months later, my son received a notice dated 5/10/24 from a collection agency about an outstanding balance of $450 for the WellNow visit on 1/16/23. He and I wrote an email to the collection agency to dispute the debt, and a couple months later we received a copy of the WellNow account summary from them, stating that expenses incurred on 1/16/23 was after coverage was terminated. I assure you, he had coverage through ******** at the time. Efforts at that time to reach the billing department for WellNow were futile. My son then received a collections notice from a different debt collector dated 8/30/24. Same amount, same date of service. We called to speak with a collection agent, he advised trying to contact WellNow again. Today, 11/4/24, I was finally able to reach them. They said since the matter has gone to collections, there was nothing they could do, including looking at anything related to his insurance coverage at the time of service. I honestly believe that WellNow is trying to perpetuate a scam. To this day, we have never received a bill from them, nor any indication that a claim was ever made by them to Excellus. It is quite unfair that my son is apparently stuck with this debt, with the only resolution seeming to be to pay the collection agency. I am hoping the BBB can help us get this resolved.
Business response
11/06/2024
Response attached.
Initial Complaint
11/04/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Services were provided for my son in February 2024. He has state insurance, which the business accepts, and a bill should not have been incurred. However, I was billed for his visit way after the fact (9/02/24). Before I had a chance to call and inquire as to why I was being billed, I saw that their financial department had already taken the entire amount from my bank account. Obviously upset by this, I called the financial department to straighten out the entire ordeal. During the phone conversation (which is supposedly recorded) I was told that I would be refunded $200 within the next 7 to 10 business days. That never happened. I've called at least 5 more times to inquire when I might be getting said refund, but I'm always told a different story and I still have not received the refund. I am almost certain that they are simply attempting to avoid paying me what I am owed and I want this resolved immediately. I would call what they have done, and are still doing, theft... and it's wrong.
Business response
11/06/2024
Response attached.
Customer response
11/08/2024

Complaint: 22510025

I am rejecting this response because:
They (WellNow) stated that they will respond to me directly. They have not done so as of yet, and I do not trust them to do so. I feel as if they are merely brushing this off and offering a "default" response in order to continue to attempt to look good in the eyes of the BBB. I want them to take action and actually issue my refund that I was told I would be receiving. Until I receive that, or at least have a solid, recorded confirmation of said refund, I will not be satisfied. I do not trust them whatsoever.

Sincerely,

*** Wulfdov
Business response
11/08/2024
Please allow additional time.
Customer response
11/15/2024

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.

Sincerely,

*** Wulfdov
Initial Complaint
11/03/2024
Complaint Type:
Delivery Issues
Status:
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.
on 8-12-24 I visited well now urgent care in *********. I paid via debit in full and my insurance paid another large amount. on 10-31-24 i received an ambiguous usable email from wellnow. 0n 11-3-24 well now stole ****** from my account. I can prove all of that. I've never been there since 8-12-24
Business response
11/05/2024
Response attached.
Initial Complaint
10/31/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I visited the Wellnow office in ******, ** on August 8th. My daughter **** ******** was seen. Before the appt started, the receptionist said that their computers were down and if I could call my insurance company. They needed to confirm my co pay and if my insurance is active. I called and had the CDPHP person talk to the receptionist. The receptionist lied and claimed that my fee was ******. Talked to ***** because my co pay is 30 for urgent care after my daughter was seen. They said well now is scamming ***** people to get the payment of 125. I called the business office in **************, **. In September, they said were issue a refund and they submitted it. I called on October 10th, the man on the phone said that the check had been processed and he was waiting for the delivery service to pick it up. Still didn't the check, so I called on October 29th. The lady told me that it hadn't been processed, then proceeded to laugh at me when I wanted to speak with a supervisor. She claimed that the supervisor would give me a call. Still haven't heard. I left another voicemail yesterday and my phone call has not been returned. I have filed with the attorney general of NewYork. I want my refund and I feel like I have been absolutely scammed by people that were supposed to help me when my daughter was ill.
Business response
11/04/2024
Response attached.
Customer response
11/06/2024

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.

Sincerely,

****** ********
Initial Complaint
10/31/2024
Complaint Type:
Service or Repair Issues
Status:
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.
March 3, 2024 I went to well now urgent care in Alliance OH for stitches in right thumb. I asked at that time of the removal of stitches follow up visit was included with initial transaction. I was told yes. They made me an appointment for March 10 for stitches removal. On the 10 I went in they looked st them and said needed to wait. They then made an appointment for March 15. I went in March 15 and had stitches removed. They incorrectly billed my health insurance for March 10 as if a new claim. They have been texting me and sending me bills since April for my portion of incorrect billing. They want to turn me into collections. I have called every month to get resolved. They state it will be and they will void claim but have not. I have also had my health insurance call them more than once.
Business response
11/04/2024
Response attached.
Customer response
11/11/2024

Complaint: 22496407

I am rejecting this response because: I called 4 times during the week of October 28th asking for a supervisor to call back and as of today November 11th no one has made any attempt to contact me.

Sincerely,

******* *********
Business response
11/11/2024
This complaint is under review.
Customer response
11/12/2024

Complaint: 22496407

I am rejecting this response because:

Sincerely,

******* *********
Initial Complaint
10/28/2024
Complaint Type:
Product Issues
Status:
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.
I was seen in November of 2023 and again on July ******.I wa overcharged $35.00 in November of 2023 and $10.00 In july 2024. I have repeadedly called the business office and have been on hold no less than 45 minutes to 1 hour. I was first told a check was mailed to my Florida residence in September,I never received said check. I called again 3 weeks later and was told the check was sent,I was told another check would be issued but they could not tell me when.I asked to speak with a supervisor and was told one would contact me in ***** hours.Never got a call. I called again today October ******* and the representative could not give me an answer but ststed a supervisor would contact me in ***** hours. I also requested the Corporate telephone number and was denied this information.This has been ongoing for 3 months and I still do not have my refund as i was overcharged both visits,nor do I have any idea what is going on. It is the same old story with no accountability by Wellnow Urgent Care.
Business response
10/30/2024
Response attached.
Customer response
10/31/2024

Complaint: 22484253

I am rejecting this response because: There is no resolution again, What I am looking for is the money this company has overcharged me.
They have not acted in good faith right from the begining. It is the same old story, They say a supervisor will contact me within ***** hours.
I have been told this twice and have never been contacted.All I want is my $45.00 that I was overcharged. I have also been told the check was mailed to me in September 0f 2024.
Never received a check or any follow up from this company. I want action, no more rhetorick I have had enough of this.

Sincerely,

******** *******
Business response
11/01/2024
This complaint is under review.
Initial Complaint
10/28/2024
Complaint Type:
Billing Issues
Status:
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.
Wellnow is trying to collect ****** for a visit on 3/18/2023 invoice ******. They sent the bill, saying it was overdue, on 7/9/2024. I wrote a check on 7/14/2024 for ****** for invoice ******. The check cleared in my bank statement on 7/25/2024. I was called on 7/25/2024 and told it was overdue. I called their billing department at ************ to tell them I already paid. I was disconnected 3 times. I went to the local office. I was told that the office had lost the ability to see billing information as of August of this year and there was nothing she could. She gave me a card with the billing department's number. It was the same number that disconnected me 3 times. Very frustrating.
Business response
10/29/2024
Response attached.
Customer response
10/31/2024

Complaint: 22481295

I am rejecting this response because: It's 8:45 AM on 10/31/24. I have not been contacted yet to resolve the problem. I will post again tomorrow to give an update.

Sincerely,

**** **********
Business response
10/31/2024
The office is reviewing the complaint. Please allow a few days.
Customer response
11/04/2024

Complaint: 22481295

I am rejecting this response because: 10:00 AM on 11/4/24. I have not heard anything from Wellnow yet. If it helps, the check number was 2294.

Sincerely,

**** **********
Business response
11/05/2024
The office is reviewing the complaint. Please allow a few days.
Customer response
11/07/2024

Complaint: 22481295

I am rejecting this response because:It's Thursday November 7th and I have not heard anything from Wellnow.

Sincerely,

**** **********
Business response
11/08/2024
This complaint is still under review.
Customer response
11/11/2024

Complaint: 22481295

I am rejecting this response because:I I just had to send pictures of my check statement today. They will try to track the payment that way. I'm pretty sure they will still have to ask for pictures of the check itself. That is what it took the last time this happened.

Sincerely,

**** **********
Initial Complaint
10/28/2024
Complaint Type:
Billing Issues
Status:
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.
I called ahead of time for a TB test. I was told full charge up front was ***** which I paid. To come back in 48 hours for results. The only charge would be that ***** as it wasnt a sick visit nor a physical. Lo and behold I get a charge on my account for ******. I called twice last week and both cs **** said the charge was in error I was correct they would have it taken off. It still has not been taken off my account abd now is showing past due which will ruin my credit!!!! Please get this cleared up and this charge of ****** removed asap!!! ******** *******. Account *******. Visit September 2024 ********
Business response
10/29/2024
Response attached.
Customer response
10/30/2024

Complaint: 22478837

I am rejecting this response because:
Please see attached. I have called twice and talked to two different **** who lied and said that they would take the charge off. I have emailed several times and have been ignored by your **** via email. I want the charge taken off I am not going to settle for wellnow saying AGAIN they will look into it. I want it removed from my account asap. Thank you.
Sincerely,

******** *******
Business response
10/31/2024
This complaint is under review.
Customer response
11/02/2024

Complaint: 22478837

I am rejecting this response because:
It is an auto generated bot response. I have called twice and talked to live customer service **** who both told me I have been billed in error. They would remove the charge. Neither did this. Now Im getting texts to pay this ******. There is not any kind of response here that will be satisfactory until this billed charge is REMOVED from my account. The complaint with the BBB will remain open until then.
Sincerely,

******** *******
Business response
11/05/2024
This complaint is under review. Please allow additional time for WellNow to work the complaint.

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