Business Profile

Urgent Care Clinic

Mercy-Go Health Urgent Care

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Mercy-Go Health Urgent Care's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

81 total complaints in the last 3 years.
18 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:12/11/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went into Urgent care and was turned away because I did not have the $50 co-pay, but yet their website says that if you don't have the co-pay that you could be billed for services, which actually is not true, they turn you away and you will not be seen. I'm a little confused on what is true of their services. So, their website is not actually being truthful of what services they actually give. They do not let you be billed for services and will turn you away if you do not have the money for their services. They need to have their website updated to better reflect their services.
Business Response
Date: 12/13/2024
Thank you for making us aware of this complaint. Due to federal and state privacy laws, we are unable to provide any further information and will follow up with the individual directly.
Customer Answer
Date: 12/13/2024

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
Date:10/03/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
health care provider refused me service unless I allow them to place my credit card on file for them to charge me what amount they come up with, I was told I would not have a charge, but any amount they came up with in the future, they would just charge my card. I offered to pay up front, was told i'd owe nothing, but wouldn't get service without putting a card on file.
Business Response
Date: 10/16/2024
Thank you for notifying us. Due to privacy laws, we are unable to disclose any further information. We will address the matter with the patient directly.
Initial Complaint
Date:09/19/2024
Type:Service or Repair Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
. Today on 9/19/24 at the ****************************** Care. I had a very bad experience with one of your registration representative's I went in for blurry vision and ear pain. I was advised that I had to have my ID and Insurance information which is already on file due to previous visits or I would not be seen. I feel ****** knowing that the registration representative has access to my personal information based on her false allegations. During our interaction, she accused me of calling her a derogatory term, which I did not do. This false accusation was used as a basis to refuse me services, which I find unacceptable and deeply concerning. During our conversation, the representative was extremely rude and uncooperative. Despite my repeated requests for information, she was unable to provide clear answers. While some information was displayed, other crucial details were withheld. This inconsistency in providing information raises serious questions about the transparency and reliability of your services.I am particularly concerned about the policy that allows staff to refuse care to patients based on unfounded accusations and deliberate misinformation. I have reviewed several online reviews that echo my experience. I would like to know why they are misleading customers as if they are connected with ************** and they have no affiliation but use there name to mislead customers to get their ********************** care I kindly request a thorough investigation into this matter I feel very unsafe and feel in danger from this situation. My address, phone number and other important details. Now that I am aware that its not affiliated with the ********** and you just use their name. I now fear of what may happen next. I could have lost my life and you were only concerned about how you would be paid
Initial Complaint
Date:09/19/2024
Type:Product Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I took my daughter to Go Health in ****** on 4/3/2024 where Dr. ********* ******* wanted me to buy an aircast. I asked her how much it would cost because money was a concern. She left the room, returned, and told me she checked, and it wouldnt be more than $30. I told her good because I was able to purchase the exact same item from ****** for $25. I agreed to receive the aircast from her and then later received a bill from DJO for $61.34. I immediatly called and asked to speak to a supervisor at Go Health and I have failed at that despite every attempt I have made. ****** ******* is the supervisor there and she won't return my calls or handle this situation professionally. My bill is close to collecitons now and shame on Go Health that there isn't a single supervisior there to help me with this simple situation. I have called Go Health Cooporate headquarters and left many messgaes and have not received a phone call back. Go Health has horrible customer care!
Business Response
Date: 09/24/2024
Thank you for notifying us. Due to privacy laws, we are unable to disclose any further information. We will address the matter with the patient directly.
Thank you,
GoHealth Urgent Care
Customer Answer
Date: 09/25/2024

Complaint: 22303263

I am rejecting this response because as of today, 9/25/24 I have still not heard from ANYONE from the **************** of Go Health Urgent Care in ******* which is the main reason I filed my complaint with BBB in the first place. There is nothing private about my complaint and that given response is still negligent.

Sincerely,

***** ******
Initial Complaint
Date:09/12/2024
Type:Customer Service Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July ******* I visited Mercy Go Health Urgent Care and paid the $50 copay required by my insurance provider ******. On Aug ******* I was billed an additional $110 to my credit card. After several emails and calls to Mercy Go Health, they can not tell me why I was billed the additional amount and have not been helpful in getting the charge canceled or refunding it. I have checked with Anthem and they did not bill any additional amount to Mercy Go Health for my July 15 visit. In reviewing other claims to BBB against Mercy Go Health I see this has happened to others and that Mercy Go Health has not been helpful resolving complaints and that their refund checks to clients have bounced. I am wanting this $110 charge removed from my credit card bill.
Business Response
Date: 09/24/2024
Thank you for notifying us. Due to privacy laws, we are unable to disclose any further information. We will address the matter with the patient directly.
Thank you,
GoHealth Urgent Care
Customer Answer
Date: 09/24/2024

Complaint: 22276325

I am rejecting this response because:
After repeated contact with Go Health all they can tell me is they supposedly didnt bill me for the additional $110. Yet it is on my credit card statement and I am still having to pay that amount for services I never received. They havent told me how the charge ended up on my statement. I shouldnt have to pay for services I never got. Go Health has not been helpful in further explaining this issue or resolving it.

Sincerely,

******* *******
Initial Complaint
Date:07/25/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went to ****************************** clinic while on vacation in the ******** area. I was sick and went to the clinic and paid my insurance deductible at the location. I was seen and released. After going home (another state) I later received a bill for over $200 dollars. I should not have received this bill as I had paid my ***pay.Recently, my wife and I were back in ******** to visit family. My wife was sick and we again went to the mercy clinic. She paid her deductible at the clinic and was seen. Just yesterday, a surprise charge of $236 was deducted from our account. This was done without authorization and I reported it to the bank. Around the same time my wife received a notification by e-mail that her payment authorization had been changed to automatic payment. My wife did not make this change and did not authorize anyone to change it on her behalf. Again, it appears that this company is getting ***payments from patients, likely billing insurance and then sending another bill to the customer looking for more money. Someone is changing billing authorization without permission. This cycle needs to be stopped.
Business Response
Date: 07/31/2024
Thank you for notifying us. Due to privacy laws, we are unable to disclose any further information. We will address the matter with the patient directly.
Initial Complaint
Date:06/21/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I visited ****************************** Urgent Care on 2/7/24. They told me I needed to pay $35 that day, which I did. I later got my EOB and the fee was only $20. I contacted them on 2/13/24 to request the $15 refund. They asked me to email them a copy of the **** which I did that same day. I emailed again on 4/28/24 to inquire about the status of the refund. They emailed me back on 5/9/24 stating that the refund check had been issued and it would take ***** business days, which was 5/14/24. I called back on 5/16/24 and was told that they would re-issue the check and expedite it. I should receive it in 5-7 business days. I called back on 5/28/24 and was told it would be 6/10/24 before I receive it. I was upset and spoke with a supervisor who assured me he would get it taken care of that week. I called back on 6/4/24 with no luck again. I called back on 6/11/24 and spoke with **** who again assured me it would be issued that Thursday and he would follow up personally. I never heard from him. I called back on 6/21/24 and they said they couldn't even find my account. I am so frustrated with this company. I just want my refund.
Business Response
Date: 06/25/2024
Thank you for notifying us. Due to privacy laws, we are unable to disclose any further information. We will address the matter with the patient directly.
GoHealth Urgent Care
Customer Answer
Date: 06/25/2024

Complaint: 21884068

I am rejecting this response because: I have tried to handle it with them directly on multiple occasions and they have not resolved the issue. I have no faith that they will actually resolve the issue with me directly.

Sincerely,

*******************
Business Response
Date: 07/04/2024
The matter has been resolved directly with the patient.
Customer Answer
Date: 07/04/2024

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
Date:06/08/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contacted Mercy Go Health (telaehealth service) on October 12, 2023 for cold/allergy symptoms. I spoke with a nurse practitioner ************. Sometime later I received a bill for $327.00, insurance adjustment was $136.00 and I needed to pay $191.00 for my 15 minute phone call!I contacted the billing department using the phone number on the bill and spoke with a person with very poor English and hard to understand but, I explained to her I had spoken to my insurance carrier Anthem and this is billed as"office visit, new patient, outpatient hospital charge. I told the rep. I am not a new patient, I didn't go in for a visit to an urgent care which was where ************* found out later was working out of. The rep stated this is billed incorrectly, it would be reviewed and a corrected bill would be sent in appx. 6 weeks. I have now received a total of 4 bills in the last 6 months with the same billed amount. Each time I call I get someone very hard to communicate with promising the bill will be "expedited" to a supervisor for correction.I have tried multiple times to reach anyone in the ****************** to help but, no one has been able. I really want to pay this if the bill could get corrected. I'm afraid something will happen and it will get sent to collections due to the disorganization.
Business Response
Date: 06/10/2024
Thank you for notifying us. Due to privacy laws, we are unable to disclose any further information. We will address the matter with the patient directly.
Customer Answer
Date: 06/10/2024
I am unable to locate the "response" on the e-mail I received only an "accept" or "reject". I don't want to accept unless I know what I'm accepting. Thank you for your time.
Customer Answer
Date: 06/12/2024

Complaint: 21822136

I am rejecting this response because: I don't know what the response from Mercy is. I have not received a corrected bill.

Sincerely,

***********************
Business Response
Date: 06/19/2024
Hello, We are working directly with the patient to resolve the issue at this time. Due to privacy laws, we are unable to disclose any further information via this platform.

Customer Answer
Date: 06/20/2024

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
Date:06/07/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Billed 18 monthsafter Urgent Care visit and called to reduce charges. Agreed to $130 and told to await bill. Paid bill for $130 and have sent in bill pay confirmation and copy of check. ***** says sent money back, and didnt apply to the account. Never received reimbursement and never applied payment to my account. Sent to collections and the amount should be credit to my account immediately. Ridiculous I am dealing with any of this and if Mercy cant get their billing together, they should not be allowed to continue harassing people who actually pay. This is after we experienced another difficulty at *************** Emergency where they took us in for treatment for an arm which was bent in the middle and Mercy failed to have an orthopedic surgeon on call. They sent us to Childrens for treatment and billed us $3,000 when they failed to provide treatment, except fentanyl for pain, when my son went on to have emergency surgery the same night.
Business Response
Date: 06/11/2024
Thank you for notifying us. Due to privacy laws, we are unable to disclose any further information. We will address the matter with the patient directly.
GoHealth Urgent Care
Initial Complaint
Date:06/05/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I visited the ******** Health Location at *************************************************** on March 8th, 2024 at 7:28 p.m. to receive urgent care treatment. Agents I have spoken with have verified they can see that I was at the clinic, but due to incorrect profile information they are unable to help. During checkin the clinic improperly input my information into their system and I have not been able to pay my account off due to this. I never received a bill for the visit, however, they were able to bill my insurance. I have made multiple good faith efforts to contact the ******************* but no one is able to help correct the account information and provide me with a statement of services. At this point I have made multiple good faith efforts I would like the debt cleared from the account and close my account with them. I have called them at least 4 times and multiple emails. On both email attempts the agents stopped responding and rendered no assistance. Today 6/5/24 at 11:47 am CST, I had a supervisor who found my account and said there were multiple errors that they need to fix. She said that she would email me that it is being fixed, she did not provide a case number. I do not have faith in this company to resolve this in a timely matter.
Business Response
Date: 06/06/2024
Thank you for notifying us. Due to privacy laws, we are unable to disclose any further information. We will address the matter with the patient directly.
Sincerely, GoHealth Urgent Care

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Mercy-Go Health Urgent Care is NOT a BBB Accredited Business.