ComplaintsforWellNow Urgent Care

• Initial Complaint

  11/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I took my daughter Michayla to the *********** location for treatment. Somehow they got my insurance info messed up annd insurance declined payment. Wellnow took $290 from my bank account to pay that bill but I called and had them correct the info so they could rebill. They were supposed to refund once they got payment. This has been going on for SEVERAL months and Ive called SEVERAL times but they still have not reimbursed me. I want my refund. This is ridiculous how long its been.

  

  Business response

  11/18/2024

  Response attached.

  Customer response

  11/19/2024

   
  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. However if its not resolved I will be opening another case.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  11/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was sent a bill for $55, which I don't owe. I've been to this urgent care **** times and they usually get it right, that I owe nothing. Every now and then I get a bill and have to call to fix their error.The date of the appointment in question is April 23rd, 2024.I have both Independent Health and ********* I do not owe anything. The reason I'm writing is not just because of the erroneous bill. I've never had trouble resolving the issue with a simple call. Unfortunately the reason I'm filing a complaint is primarily due to the highly inappropriate behavior of the woman answering the phone. She conveniently didn't provide her name but this took place on November 12, 2024 at about 12:50pm. You would've been furious if you heard her rude, condescending, dismissive, "know it all" attitude. Listen to the call if you can and you'll hear. The constant sighing, talking over me, making me feel like I'm inconveniencing her. That behavior is not okay. I know what I do and don't owe, normally it's kindly resolved but today was insulting. Please have someone tell her it's not okay to do that to callers and please adjust my bill to reflect the fact that I owe nothing. I appreciate it. I swear I usually have the patience of a saint but this was ridiculous.

  

  Business response

  11/18/2024

  Response attached.

  Customer response

  11/19/2024

   
  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

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a visit back in May where they were unable to locate my coverage and had me pay a deposit up front of $165. They located it the next day and called me, but after misfiling their claim, they set me up on autopay (unknowingly approved possibly when I signed on my first visit, while sick) to cover the difference of the total charged amount for another charge of $150 in August.Once they corrected the claim and insurance actually paid at the end of August, I received a letter threatening collections and the autopay charged me again for the full amount of $315, now totaling $630. I've been on the phone numerous times with their billing department and now my insurance is directly involved to find out why they will not credit a refund. Every call, they recognize we've called before and say they'll escalate to their refunds department. They've asked me to send emails to their billing department as well, which go unanswered. What's worse, on the phone they say they only see the last $315 charge taken in September. They, themselves, have speculated it was taken on autopay as the first two payments were inappropriately assigned or potentially lost into the system. Despite this, shown with my attachments below, their own patient portal shows all three payments and even allows me to download the full receipts.I don't even know what to do, anymore. It's such a nightmare and I wish I'd gone to another urgent care. Insurance paid and per my EOB, I'm due my entire $630 back to account for my total $0 copay.Wellnow refuses to provide any sort of communication or refund. The people I've gotten hold of on the phone have confirmed they will not credit it back to the card and only the refund department will issue a paper check; and likely only for the $315 while keeping my other payments. This is utterly insane.

  

  Business response

  11/11/2024

  Response attached.

  Customer response

  11/18/2024

   
  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. ******* reached out and processed the full refunds.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  11/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited the WellNow Urgent Care during a sickness on 9/1 and paid $165 self pay rate. On 9/18 I realized my credit card had been charged from WellNow Urgent Care for $288.75. I called that day and was told that it was a mix up and I would get a reimbursement check in the mail. Although I felt like I should get a reimbursement directly to my credit card, this seemed satisfactory. After not getting a check up until 10/2, I called again. I was told that my claim was still being reviewed. I then explained that I had already spoken to someone who told me it was a mistake. The person on the phone told me that it was under review and to give it another ***** business days. After not receiving a check again I called on 10/24. I was told by this person that the reviews are taking a long time and that I just had to continue to wait. I explained that they had taken $288.75 and I have bills and other obligations and at this point I cannot wait. I had been patient but I need a resolution. I was then told by the gentleman I would have a supervisor call me within ***** hours. No one ever called me. I then resulted in filing a dispute with **********. That is currently being investigated. Then yesterday, 11/6, I got a text message from WellNow saying thanks for you payment and they took ANOTHER $288.75. This morning, 11/7, I called and spoke to 3 different people. I was on hold, explained my situation, and was put on hold, disconnected, hung up on, not called back. I spent 2 hours this morning on hold and calling back and explaining my situation over and over again. Theres never a supervisor available and no one can explain why I keep getting charged $288.75. I have never received a bill. This company is stealing money from me without an explanation. I have to now wait for the $288.75 to not be pending anymore to then dispute it with ***** again. This is unacceptable and illegal practices. And theft.

  

  Business response

  11/11/2024

  Response attached. 

• Initial Complaint

  11/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Wellnow Urgent care on 7/28/2024. The receptionist "claimed" that the insurance system was down. I had to pay the out of pocket cost in its entirety of $165.00. I submitted the paid bill to my insurance company and my insurance company reimbursed Wellnow in the amount of $195.73 on 8/14/2024. This is now a double payment to Wellnow. I have reached out to Wellnow's billing department over twenty times. Each phone call is between ***** minute wait time. Each call is answered with, we will look into it, we will now escalate/heighten your request, we will send another email, you will receive a phone call back within ***** hours, we only send checks out on Mondays, and why are you calling? I have asked to speak with upper management several times and the response is, no person is available. I've asked for the corporate headquarters address, phone number or email and the response is, that they don't know it. My last conversation was with the patient complaint department . Apparently, the representative could not find my account when I provided my name, phone number and account number. I have yet to receive a phone call, email, or refund. I have never dealt with an organization that has unethical business practices. I unfortunately did not read the reviews on Wellnow before my visit.

  

  Business response

  11/11/2024

  Response attached.

• Initial Complaint

  11/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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

  More info

  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.

*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. ↩