Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/31/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
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
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
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
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
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.Initial Complaint
10/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The main complaint is that Urgent Care billing has not billed my insurance for the service they provided me on Feb 23, 2024. On September 24, 2024 I received a bill for ****** which read "Account Final Notice" That was the first and only **** I had received since my Feb. visit. I called ******** and spoke to them and I was told that there was nothing billed for that date of service. I called the number listed on the Wellnow bill and was put on hold for over one hour so I called the next day and on hold again for over one hour. Spoke to someone on the phone and was told they had my ******** number wrong and she would fix it and resubmit.. I asked for a ref. # and was told my phone call was enough. That was 9/25/24. Yesterday, 10/24/24, I received another bill in the mail stating "Immediate Action Required. I again called ******** and was told that nothing had been resubmitted for that 2/23/24 date of service. ******** noted in their computer that I had called. Tried calling the billing # again and waited over an hour and a half on hold, the phone rang on their end, thought I was going to speak to someone and it went to a busy signal.. Tried again this morning, on hold an hour and a half and same thing, it rang and went immediately to a busy signal. I have 2 insurances, ******** and **** thru ****************. They copied both cards, front and back when I went to the urgent care on 2/23/24. There should not have been a problem. I should have received a bill for a copay and nothing more. Not ****** If you can help me out with this complaint, I would be grateful. Very frustrating when you try to resolve the problem on your own and it doesn't work.. Thank you for your time.Business response
10/29/2024
Response attached.Customer response
10/31/2024
Complaint: 22473674
I am rejecting this response because:
Thank you so much for the letter from Wellnow Urgent Care. After speaking to my insurance company this morning, I was told that my 2/23/24 date of service has finally been submitted for processing. I am hoping this issue can finally be resolved fairly soon.
Sincerely,
***** *******Business response
10/31/2024
This complaint is under review.Initial Complaint
10/25/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
They failed to update my insurance information when asked months ago. I received another bill and contacted my insurance company who finally managed to reach them and correct the id information. Later that same day my credit card company emailed me about a suspicious charge to my card from Wellnow. They tried to charge my card without any authorization to pay a bill that is outstanding due to their own ineptness at updating their records. They obviously store people's card numbers. I thought that was illlegal. I am outraged. ANd it is IMPOSSIBLE to reach them by phone.Business response
10/28/2024
Response attached.Customer response
11/01/2024
Complaint: 22473327
I am rejecting this response because: I have received NO response directly from WELLNOW.
Sincerely,
******** ******Business response
11/04/2024
This complaint is under review.Initial Complaint
10/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Seen at Wellnow 7/29/2024. No complaints on provider. I was told I had to pay a $60 copay even though I told them my insurance carrier (MVP) would pay them direct through an HRA program. On 8/16/2024 MVP reimbursed Wellnow an amount for the visit AND the $60 copay. I contacted Wellnow on 9/12/2024 and was told I had a zero balance and that my $60 was being processed and would me sent to me. I still have not received and every time I call to inquire I am put on hold for long periods of time. I would like my $60 sent to me asap.Business response
10/28/2024
Response attached.Initial Complaint
10/23/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Credit card charged as a automatic payment however I tried calling billing office several times to find out what its for and to take the card out of any kind of automatic billing; however have not been able to reach anyone in their billing office. Every time I call to discuss this charge I am not able to reach anyone person.Business response
10/25/2024
Response attached.Initial Complaint
10/19/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
At the end of July 2024 I went to the Wellnow. Urgent Care on Gull Rd. I have no insurance so at the time before I was even seen I had to pay $165.00 for the service, I paid it right then. About 3 weeks later they charged me $165.00 again. I called them and they informed me that I was double charged by accident and they do not refund back to the card and they will send me a paper check. I have not received a check yet and I have called numerous times and have been told their is nothing they can do to hurry the process up. My last call was on August 15, 2024 and I spoke with a lady who said that she sees I had called numerous times about the same situation and that she would expedite an email to the supervisor and I would receive a call back within 24 to ******************************************************* back and I still have not received my money. I did not authorize that 2nd payment and I explained that to them as well, I understand I owed the first paymentBusiness response
10/22/2024
Response attached.Customer response
10/23/2024
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,
**** *****
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
385 total complaints in the last 3 years.
197 complaints closed in the last 12 months.