Complaints

• 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,
  
  ******* ****

• Initial Complaint

  01/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/1/24, I was treated at the WellNow, I was charged $*****, however, my insurance covers this visit in full. I spoke to the manager on the phone as well as the regional manager on the phone and they assured me the ***** would be mailed to me. I have spoke with billing several times, they always say they are escalated the claim and will mail me a check. I am still waiting for my check.

  

  Business response

  01/14/2025

  Response attached.

  Customer response

  01/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I look forward to them contacting me to resolve the issue. 
  Sincerely,
  
  ******* **********

• Initial Complaint

  01/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was seen at Well Now urgent care on 9/23/24 for a school physical and *** for the start of my nursing program. I was advised that insurance would not cover my physical or *** and paid the $95 cost with my debit card. When the *** was done I was advised to return to the office between ***** hours to have the *** read by a provider. I went back to urgent care on 9/25/24 where the provider looked at my arm in the waiting room and gave me a paper stating test was negative. A week and a half later I received a bill in the mail from Well Now charging me for 2 additional office visits, one on each day I was at urgent care, even though no additional visits were done. I immediately contacted Well Nows billing department and was assured that the charges would be removed off my account as they were billed by mistake. About 3 weeks later I received another notice from Well Now that my bill was overdue. I once again immediately contacted Well Nows billing department and was advised that the original customer service representative had submitted it to my account and that I could take up to 21 business days to reflect on the account. I was again assured that it was taken care of. On 10/23/24 I received a text message from Well Now thanking me for my $270 auto payment. Well Now had gone ahead themselves and set up and auto payment using the debit card that I had used to pay for my visit on 8/23/24 without any authorization from me. Not only was I billed for services I didnt have done but they stole the money out of my bank account. I have since contacted Well Now over a dozen time, many times being hung up on. I keep getting told that its been submitted to refunds and escalated but no one can tell me where my refund is. I want the $270 back that you fraudulently charged me. Also after they took $270 they then sent me another bill for $140 for the same visits again. *** also reported to ***** and *** medical fraud department. Im a the end of my rope with Well Now.

  

  Business response

  01/14/2025

  Response attached.

• Initial Complaint

  01/13/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On behalf of my son **** ******, who was seen at Wellnow Urgent Care in ******** on the date of 10/24/24. The nature of the dispute is the company has charged me 3 times for the visit, of which they went directly to my son's account and withdrew from his debit card, after payment was made. I am only trying to get reimbursed for the overpayments and have now contacted the business 4 times, and continue to get the same message, that it is escalated with superiors for high priority. At this point, I have no faith that the reimbursement will be made, and believe there is malicous and fraud on behalf of this company.

  

  Business response

  01/14/2025

  Response attached.

  Customer response

  01/16/2025

   
  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,
  
  ***** ******

• Initial Complaint

  01/11/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/20/24 I visited WellNow in *************, ** (account # ***********. Even though my insurance was in-network they were not able to look up my deductible and requested I pay $78.62 for the visit which I did. My insurance later paid their claim and determined my share was $21.57. I am owed a refund of $57.05. I spoke to WellNow billing on 10/4/24 and they confirmed this and said a refund would be issued. On 12/13/24 (call ticket *******) I called again and they said there was no timeframe for refunds and I would have to wait. A month later and still no refund. Attached is a screenshot from my credit card statement showing $78.62 payment, the WellNow statement showing $78.62 credit, and the *** from BCBS IL insurance showing the determination of my portion being $21.57. I would like my refund of $57.05 issued. Thank you.

  

  Business response

  01/13/2025

  Response attached.

• Initial Complaint

  01/08/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I took my son in for ***** walk in school physical.I received a call from WellNow Urgent care billing saying that I owed them an additional 1***** for services. I believe this company is engaging in predatory billing, or attempting to add extra charges or to bill for services that were not rendered. I believe they are attempting to commit fraud.

  

  Business response

  01/09/2025

  Response attached.

• Initial Complaint

  01/06/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I visited WellNow Urgent Care in *******, **, on 3/31/24. They told me at the time they accepted my insurance (GHI Emblem) and charged me my co-pay of $100 on the same day.On October 22, 2024, I received an email stating I owed $420. I called the number they gave me *************) and spoke to ******** *******. She told me I was misinformed by the Oneonta office and that they no longer take my insurance. Instead, they would charge me the non-insurance fee of $165. Since I already paid $100, Ms. ******* said I would only be charged the remaining $65.On 10/28/24, I was charged the full $420.00. I called again and was told that I would be receiving a refund of $355 ($100 paid for original co-pay plus $420 addition payment, minus $165 for the agreed upon charge.I have called six additional times (11/1, 11/25, 12/4, 12/11, 12/23, 1/6 when I was hung up on). Each time they told me they have a record of a refund of $355 scheduled but they could not give me a timeline of the refund. Each time they told me it would be "escalated" and someone would call me in 2-3 business days.I am requesting my refund of $355.00.

  

  Business response

  01/07/2025

  Response attached.

  Customer response

  01/09/2025

   
  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. They have refunded the requested $355.00 to my original card and the amount has now been reflected on my card's account.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  01/06/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I can't even find the location I went to, but there is a WellNow Urgent Care in **************** on *****************, also going by Hometown Urgent Care of Michigan pc, that is currently billing me for care months after it was received with no prior notice. I went in to this urgent care on March 10th, 2024 for a st*** test and treatment plan. I am 99% sure I was told/saw that this location was in-network at the time of my visit, hence my reason for visiting since I couldn't get into a doctor early enough for treatment. I paid a $100 copay, which ok, fine, received treatment, and was healthy again after a couple weeks. I never received any other bills for my treatment as it seemed the rest was covered. I received a bill for my visit late 2024, from Wellnow, with no prior confirmation or reasoning, and my previous $100 payment is not in the records on Wellnow website under my patient account, just the current supposed outstanding charges. I go in to look at my insurance portal, and find that three identical claims have been submitted by HUC, the first, posted 3/14/24, denied because WellNow had to go through other channels to file the claim. The next claims denied in May and August '24 because the claim was already approved previously. But where? All three are denied by insurance and billed from HUC, and all denials state I don't have to pay. My agent and I speak with a HUC/Wellnow **** and they indicate that the facility was not in network at the time of my care. Well, Wellnow was when I went, but perhaps HUC was not. The *** seemed shocked when i said the first time i was billed was late '24 after claims bouncing around for months and said they'd put a note on my account for review. I'm not sure what's going on but something is sketchy and needs resolved.

  Customer response

  01/03/2025

  I was a little careless when I chose the business/location that I wanted to file my complaint for. I wish to connect this complaint with the WellNow Urgent Care headquarters, WellNow Urgent Care **************************************************************************;IL 60048, not the location I initially filed against.

  

  Business response

  01/07/2025

  Response attached.

  Customer response

  01/13/2025

   
  Complaint: 22763330
  
  I am rejecting this response because: there have been no updates as far as rebulling insurance as of today or remediating any previous costs that may not actually be required.
  
  Sincerely,
  
  ******* *****

  

  Business response

  01/14/2025

  The patient was called and left a detailed message on 1/8 about insurance being rebilled. An email was sent on that day as well. Yesterday, 1/13, another call was made and message was left for the patient.

  Customer response

  01/19/2025

   
  Complaint: 22763330
  
  I am rejecting this response because: 

  as you can see in the screenshot, I did receive a call in regard to this issue in 1/8/25. I also received an email as indicated. However, I do not have any record of a call or other correspondence on 1/13/25 as indicated by the business. I have also not seen any movement on my claims about any changes or reimbursements, and I have not heard anything from the business after speaking with my insurance and a business representative. At the very least I would like some sort of date to expect a response by, or confirmation that a claim or alteration has been made.

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

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  on 5/25/24, I brought my son, *******, to Wellnow for a Chest x ray. When we checked in, they took $50 from my checking acct as the co pay for our insurance. Prior to leaving, I was advised the money was being refunded as Patricks visit was the result of a Motor vehicle accident and they would ************************* my ************** carrier. In the state of NY, all Medical payments for motor vehicle accidents are paid under NY PIP. . On 10/22/24, I started receiving text messages saying a payment of $50 was due, then another text showing it was cancelled. On 10/22/24, I received a bill in the mail showing ******* owed $50. On 10/23/24, $50 was taken from MY checking account. I have contacted Wellnow on 10/23/24 and again on 10/29/24 and was told on 10/29, that I would receive a refund. I contacted my health Insurance carrier and was advised they paid Well now $95 of a $340 bill ( amount reduced due to a provider discount). My **************** should have never been billed for this.) I contacted ********************* auto carrier) and was advised they were billed $174.08 and paid $83.20 with check # ********mm on 7/2/24 ( again, a reduced amount due to a provider discount) . On 12/3, I contacted them again as I had not received a refund and was advised I needed to send them proof the money was taken out of my account, which I did. Today, 1/6/25, I called again, only to be told the request was going to escalation again.... This is all Wellnow's error- 1- they should have never billed my my health insurance provider, 2- the entire bill should have been sent to ******************* ONLY. 3- money should not have been taken out of my account almost 5 months after my soon was seen ( My son is there patient, Not me- they had no right to take money out of my account) . They have received more money than they would have ever received if the bill was correctly sent to ******************* only . I am requesting your help in receiving the refund I am due.

  

  Business response

  01/07/2025

  Response attached.

  Customer response

  01/10/2025

   
  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,
  
  **** ******

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