Complaints

• Initial Complaint

  01/28/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  on 06/17/2024 I went with my husband to wellNow Urgent Care lafayette IN to receive medical support, so they asked us to pay for the service in advance and we paid with my bank card for both of us, in the waiting room I wondered why they charged us such an amount and in advance without going back to our health insurance, so I went to ask them the question and I was shocked to know that they don't take insurance we decided to cancel our visit and requested a refund, which was approved by the clinic and they gave us a number to contact customer service to claim our money back, we contacted them several times and then after a long time we received only one refund check for my husband but mine I'm still waiting for it until now, every time I call them they only have one thing to say it's still in process, I've been waiting for seven months now for them to reimburse me but unfortunately nothing change, Today January ******* I called them they said the same thing it's still in process !!!!!! please help me get my money back.

  

  Business response

  01/30/2025

  Response attached.

• Initial Complaint

  01/27/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Saturday 1/11/25 my husband and I took our daughter to WellNow in *******, **. The nurse came in and began a Teams call to connect us with a doctor. We brought her in for a skin condition which, you would think, would need to be SEEN and not via video chat. The doctor called in a Rx (which our pharmacy did not receive until 24+ hours later) so we took her to the pediatrician first thing Monday morning who saw her for two seconds and determined she needed an antibiotic (which is not what the WellNow doctor called in). Frustrated with the poor service and misdiagnosis from WellNow, I filed a complaint which landed with the multi-site manager, ***** *******. She requested a refund for us and after seemingly bothering her by following up, she then referred us to the billing hotline to continue dealing with it on our own. I first called the billing hotline 1/22/25 and was told to have my husband call for info. My husband called 1/27/25, was placed on hold for several minutes and hung up on. I called a few minutes after, was given info which I then requested in writing as confirmation that our refund was being processed. I gave my email address and said I would wait for the confirmation before disconnecting and he said it would come from another ***** I asked to speak to a supervisor, he told me none were available. I said I'd wait, he literally replied, "no." WellNow FAILED my daughter, failed to actually SEE her, failed to properly diagnose her, delayed her treatment, and ultimately does not care one bit about it. Almost every person we've dealt with has seemed annoyed by the very jobs they've chosen for themselves. I want our visit fully refunded as Ms. ******* said it would be -- not only for the visit itself but any additional cost associated with the strep testing that was done as well. Our pediatrician did one as well and, in comparison, the one done at WellNow was so poorly and painfully executed there is no way it could have given an accurate result.

  

  Business response

  01/29/2025

  Response attached.

  Customer response

  01/30/2025

   
  Complaint: 22863203
  
  I am rejecting this response because: I received a voicemail and follow-up email from ***** *******, the same multi site manager I listed in my original complaint -- does no one else work there / does she not report to anyone who could handle this better? -- and she simply stated again that the refund was issued. This doesn't mean that I have it, nor does this explain what the customer service representative said about the refund having to be approved by our insurance. There was nothing specified about it being a FULL refund -- for the visit and the strep test -- no dollar amount mentioned at all, no details. I'm in disbelief that I need to spell it out like this if they claim complaints are taken ~so seriously. The same generic response from the same multi site manager is not acceptable.
  
  Sincerely,
  
  ********* *******

  

  Business response

  01/31/2025

  This complaint is under review.

  Customer response

  02/03/2025

   
  Complaint: 22863203
  
  I am rejecting this response because: see my previous rejection message. The business submitted the same exact form in response to my rejection so nothing has changed. I had a voice mail from Friday from someone else at WellNow but it was during my work hours. They said they'd call back later and haven't yet. 
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  01/25/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I think It is the wrong decision went to Wellnow urgent care at *******************, **. On 10/9/24, I went there due to an unknown abdomen hurt. I do not have a local PCP, so in order to get treatment faster, I have no option but go to urgent care. I asked the receptionist if wellnow can provide some normal blood or Urinal Test, she collected $40 copay from me and also my insurance info, and said they usually did not provide that on site, but ask me to check with doctor later. Then I was checked by a nurse practitioner after a long waiting. She asked me couple questions and pressed my belly, but could not say any reasons. At this point, I realized that I went to the wrong place and checked by a wrong person. So this short 5 mins conversation ended up with asking me to go to ER nearby if I wanted. Then I got a bill which charged me for $400, even Wellnow is in my in-network list, my insurance company only willing to pay $180.05. So beside my $40 copay, they still need collect $179,95 from me. I willing to pay if any services upon me, but how can they ask for $400 for doing almost nothing on me, from a NP. I am resident alien here, in my country, if a doctor can not provide a treatment or have no solution due to the limit of their knowledage, they will charge nothing and some even won't collect copay. My visit number is ******** and my account # is *******. Please fix this issue. Thanks

  

  Business response

  01/27/2025

  Response attached.

  Customer response

  02/03/2025

   
  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,
  
  Xingjun ****

• Initial Complaint

  01/17/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  went to wellnow. gave them my insurance card, received service. Received a bill 3 months later stating final notice- you have been sent to collections. Contacted them for reason of denial of payment and They continue to bill the wrong address. My insurance company has contacted them to rebill to the correct addresss. the next day i received a text after contacting them stating that they are going to auto withdraw the $358 of which i did not authorize. I contact them again 1-16-25 and said "who authorized you to withdraw the payment? they answered "the computer system did." I said that this bill is being rebilled and re processed and to take me off autopay of which I did not authorize. I am in healthcare and know that you cannot charge a persons CC without their consent of which I didn't give. This place is shady with their billing practives as my coworker is having teh same issue and her issue has been ongoing for the past year. The providers refuse to rebill and that is the issue of which I have a complaint about. Its a shady practive and unethical

  

  Business response

  01/20/2025

  Response attached.

  Customer response

  01/21/2025

   
  Complaint: 22823846
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** *******

• Initial Complaint

  01/16/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have 2 accounts, one in my name and one in my daughters. They were paid twice on each account. They admit they have credit balances on the accounts but they dont refund the money. I have called numerous times and they say they escalate my request. They have been holding my $212 since September ******* daughter account number is ******* over paid for $102. My account ****** over paid for $112.I uploaded my statement and a picture of my ************** account transactions history showing double payments.

  

  Business response

  01/17/2025

  Response attached.

• Initial Complaint

  01/15/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My family and I were vacationing in *********************** during july 29 through the 1st week of August of 2023. I was suffering from an asthma attack on July 30 and sought medical attention for this concern. It was later in the day on Sunday and I looked to see the closest utc for medical attention. ******** showed to be the closest town. I went to wellnow in ********. I asked how much to be seen as I was self pay at that time and from out of state. I was told that it was $135 for the office visit and $50 additional because of the weekend. I paid in cash and was not given a receipt. I was questioned and screened for admittance. I was asked if I wanted a vaccine and I expressly stated that I do not want a vaccine. I was administered a shot. I was told it was a steroid to help with breathing and was given a nebulizer treatment and a prescription and released. Over 1 year passed with no further communication from wellnow. I figured that the matter was closed. It was in October of 2024 I received an outrageous bill for the office visit, a vaccine, the steroid and nebulizer medication. To top it all off they only indicated that I paid $100. I was perplexed by this surprise bill of $535 in total for the office visit for $315, $60 for a vaccine that I didnt know about or want, and $110 medicine (plus the $50 for the weekend). treatment over a year prior. The account is now in collections. This is fraud and malpractice. I will be seeking compensation through an attorney for malpractice. The public needs to be aware of this malicious and deceitful practice of not being honest in the actual office visit charge, the faulty accounting( theft of $85) and getting either billed for medication that I was given against my will or was never given just to pad the bill.

  

  Business response

  01/17/2025

  Response attached.

• Initial Complaint

  01/15/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I came into the office January 10th 2025 *** returned on the 15th sick on the 10th *** sick now only to be told that nothing is wrong with me and the fact that they got paid for two visits and did not touch me either time is a problem not only are they in violation of my bill of rights but I'm sure milking the clock is a **** violation I don't care what insurance I have they should never be allowed to treat people any kind of way and think they can get away with it. The so called LPN ***** SHOULD BE FIRED IMMEDIATELY SHE IS VERY UNPROFESSIONAL AND RUDE

  

  Business response

  01/20/2025

  Response attached.

• Initial Complaint

  01/15/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went to Wellnow with wet cough and ***** fever. I had ******** as insurance. I was told that they do not take my insurance and they had to charge me a co-pay. The ** gave me *******, tested me to flu and covid (which were negative), told me I probably have atypical pneumonia and said to return in five days if I didn't get better. I received a bill in December. I called the billing department and they said that would be the last bill I would receive. I received an additional bill in January for the "weekend holiday" charge and a rapid strep test charge. I called Wellnow about this new bill and asked to speak to a supervisor. I was told there were no supervisors available and it would be escalated. I have not received a call. The standard of care was not met. My PCP gave me antibiotics two days later which cleared up my sickness. I also did not get tested for strep. I don't understand why I am getting another bill for the same visit

  

  Business response

  01/17/2025

  Response attached.

  Customer response

  01/20/2025

   
  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.  I spoke to a billing specialist and they have agreed to waive the bill. 
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  01/14/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I visited the WellNow Urgent Care in ********, ** on 6/27/2024. I provided my insurance card and was instructed to pay $145 in order to be seen, even though my insurance has no co-pay and I had already met my yearly deductible. Although I discussed this with the WellNow employee, they insisted on my payment and I was told I would receive a refund once WellNow received payment from ***. At this time, I still have not received a refund from WellNow despite contacting them twice in the last three months to obtain my money back. I have never received a billing statement from WellNow, but I have received my EOB which is *********** initial contact was on November 1, 2024 and I followed up with them on January 6, 2025. At the time I contacted them in January, I also requested a follow-up call from a supervisor, but still have not received a call back. I want WellNow to immediately refund the money they owe me.

  

  Business response

  01/20/2025

  Response attached.

• Initial Complaint

  01/14/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I visited the WellNow *********** in *******, ** on 3/14/24. I later received a bill for $10.50 which I paid using my Flex spending account. However, ********************** charged my card twice. I contacted WellNow in May 2024 to obtain a refund and was told they would mail me a check. I did not receive a check so I contacted them again on 1-6-25 and requested the refund again as well as to have a supervisor contact me. I was told the supervisor would call me back within 2-3 days. I still have not received the check nor have I been contacted by anyone at WellNow. I want WellNow to return the money they took from my flex spending account immediately.

  

  Business response

  01/20/2025

  Response attached.

  Customer response

  01/27/2025

   
  Complaint: 22812240
  
  I am rejecting this response because:

  As of this morning, I still have not received reimbursement for the incorrect charge to my FSA debit card, nor have I received any direct communication from WellNow.

  I'm still awaiting return of $10.50 which was charged even though no payment was due.

  
  Sincerely,
  
  ******* ****

  

  Business response

  01/27/2025

  This complaint is under review.

  Customer response

  01/29/2025

   
  Complaint: 22812240
  
  I am rejecting this response because:

  WellNow still has not contacted me, nor have they provided a refund for the fraudulent charge of my card.  This has been a continuing pattern of a lack of responsiveness on the part of WellNow to address this issue over the past 8 months.  

  
  Sincerely,
  
  ******* ****

  

  Business response

  01/31/2025

  ******* tried to call the patient on 1/22/25 letting him know the refunds were mailed on 1/13/25. She then called him again on 1/27/25 letting him know these were mailed to him home address, not back to his card. Please return Crystal's call or provide me with a different phone number if the one listed is inaccurate. 

  Customer response

  02/04/2025

   
  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.

  I finally received a check to reimburse me.  However, despite the claim that ******* called me, I never received any calls to my cell from WellNow at any time.  

  Based on my experience, I believe that WellNow is deliberately charging customers for services, even when no copay is required by their insurance.  Then, WellNow does not respond promptly to return the funds even when requested in the hopes that the consumer will not fight to get their money back.  This is a deceptive practice meant to defraud consumers of their money to unjustly enrich WellNow.  I would advise all consumers to avoid WellNow.

  
  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. ↩