Complaints

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

close

Find a Location

Mercy-Go Health Urgent Care has 16 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Mercy-Go Health Urgent Care

  5555 Glenridge Connector STE 490 Atlanta, GA 30342-4759

• 

  Mercy-Go Health Urgent Care

  555 Washington Square Shopping Ctr Washington, MO 63090

• 

  Mercy-GoHealth Urgent Care

  3233 E Sunshine St Ste 100 Springfield, MO 65804-2106

• 

  Mercy-Go Urgent Care

  1326 Clarkson Clayton Ctr Ellisville, MO 63011

• 

  Mercy-Go Health Urgent Care

  1722 Clarkson Rd Chesterfield, MO 63017

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:05/17/2024

  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.

  I received a refund from ****************************** in November 2023 for $193. The check bounced and I have contacted them over 20 times and still have not received the refund.

  Business Response

  Date: 05/30/2024

  Thank you for notifying us. Due to privacy laws, we are unable to disclose any further information. We are in the process of addressing this matter with the patient directly. 

• Initial Complaint

  Date:04/25/2024

  Type:Product 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.

  The medical services provider charged my debit card $290.00 on 11/6/2023 for medical services on 10/22/2023. My health insurer, Blue Shield of CA, also paid $255.52 on 12/11/2023 to provider for same service. Provider acknowledged via email 1/22/2024 of check reimbursement to me within ***** business days. Provider also acknowledged of reimbursement via email on 2/27/2024 and 3/15/2024, but no reimbursement of $290.00 has been received by me as of 4/25/2024.

  Business Response

  Date: 05/10/2024

  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.

• Initial Complaint

  Date:04/18/2024

  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.

  In October 2023, I received a refund check from Mercy-GoHealth Urgent Care, for the amount of $175.00. I attempted to cash the check, however my bank - **** of America, immediately told me that it was not a good check. I was completely embarrassed. I then contacted Mercy-Go Health, who confirmed that it was an overpayment by me, and that the funds were owed. I was then notified of receiving a new check in the mail. I did not receive the check. I then followed up in November, December, January, February and March. All in management and the finance department , reassured me of getting this check in the mail. I have not received it as of yet. I believe this is fraudulent activity and the company is trying to send out these checks, in hopes of satisfying the requirement of reimbursement to the paid consumers, to not have them cashed. here is the latest email : Please help me. Email from the ************************* On Thu, Jan 25, 2024, 12:10PM ******************************* <**************************************************************> wrote:Hello ****, Many thanks for providing me with the copy of the check you received, this will be of great help in your case. As explained on our conversation the case is open with Account payable department to expedite the process.I feel embarrassed as I acknowledge the lack of professionalism that was shown as you were misinformed and promised something that did never happen.As soon as I have an update you will be informed. I appreciate your time and kind understanding.Best Regards.******* *************************** ****** Patient Account Specialist - Billing supervisor *********************************************** #OneTeamOneGoal

  Business Response

  Date: 04/26/2024

  The issue raised in your BBB complaint has been resolved. If you have any further questions or require additional assistance, please do not hesitate to contact us. Your feedback is valuable to us and we appreciate the opportunity to address your concerns. 

  Sincerely, 

  GoHealth Urgent Care, LLC 

  Customer Answer

  Date: 04/26/2024

   
  Complaint: 21592915
  
  I am rejecting this response because: You have not satisfied my request. A promise was made, that you were sending the check overnight mail. Several days ago, and this was not done. This is another trick to make this matter go away. This is not right ! Your organization needs to make this right. 
  
  Sincerely, *******************;
  
  *******************

  Business Response

  Date: 05/06/2024

  We are pleased to inform you that we have confirmed the check has been issued and received. We sincerely appreciate the opportunity to address this issue promptly and value your time. Thank you for your understanding. 

  Customer Answer

  Date: 05/06/2024

   
  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

  Date:01/03/2024

  Type:Product 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.

  We took my daughter to Urgent Care some time ago. I was contacted by a ***************** about an unpaid bill which was never received from Mercy Go Health Urgent Care. I called and they sent an invoice, which I paid in full with Confirmation #****E4B4-9B12-47B0-8323-443D6B3907C3. They are still trying to collect on this invoice, saying that they don't know what happened, but the payment didn't process correctly. I am now dealing with calls from debt collectors, and have logged AT LEAST 5 calls without return call and without resolution on a bill I paid September 13th of 2023.

• Initial Complaint

  Date:01/03/2024

  Type:Billing 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.

  This was a travel Covid Test. It was 6 of us taking the test. They did not provide us with ANY documentation stating that they were billing for an office visit/. We were told that the covid test was FREE. If we had of know that they were going to charge $433 for a covid test NO ONE in their right mind would have agreed. They billed us 1 year later. As attached the *** was ONLY charging $199. The total charge was $433 My Insurance adjusted $156.60. I feel the *** I should pay is $42.40 I am owed $227 THEY ARE A SCAM THEY ***** UP CHARGES. **** YOU A YEAR LATER AND THEN SEND YOU TO COLLECTION TO COLLECT.

• Initial Complaint

  Date:12/12/2023

  Type:Billing 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.

  This Urgent Care is fraudulently billing as an emergency room causing my copay to be $250 rather than $75.00. As an urgent care, they should be applying my $75 Urgent ********pay per my benefit plan. One time, they did collect the $75 copay, but then billed it as an emergency room visit and balance billed me the remain $175.Then on an separate visit the did not collect a copay and just billed as an emergency room visit and they then balanced billed the entire $250!They present themselves as an Urgent Care. Their website, their signage, everything. 100% misleading and WRONG!

• Initial Complaint

  Date:12/04/2023

  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.

  On October 31 I went in for care for a sore throat. The woman at the front desk told me I had a $50 co-pay however she charged my card $520 without telling me and then she also charged the $50 co-pay it was only brought to my attention when I checked my credit card history. I then called Mercy and they told me it took three weeks to get my refund which I waited and then. on November 11 they took $163 off of my card with no explanation later I found out that somehow there was a payment arrangement set up that I had no knowledge of and that I did not legitimately owe I have been going back-and-forth with them for over two weeks now waiting for my refund. they claim that it shouldve been on my card by the end of the month however, it is December and they have no explanation on why it wasnt there and they have continue to tell me that I need to wait instead of refunding my money, even though they have admitted several times that it was a mistake on their part.

• Initial Complaint

  Date:11/24/2023

  Type:Product 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.

  Violation of federal ******** regulations prohibiting "balance billing" of ******** recipients for COVID shots.

• Initial Complaint

  Date:10/06/2023

  Type:Product 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.

  I went into Mercy Urgent Care near my home for a covid test on October 27, 2021, and I paid by credit card my copayment of $50.00 prior to being seen by a doctor and have a receipt indicating I made the payment. After the visit, I still received a bill from Mercy indicating I owed the $50.00. The bill's statement did not indicate receipt of my $50.00. When I followed up several times via phone and email, I was told that "the payment was received on 10/27/2021 but it has not been posted yet in the account. Therefore, we will forward this information to our internal Payment Posting team, once this request is successfully completed and your payment gets posted, as intended, we will proceed to solve this ticket request. In case we need additional information, we will gladly get back to you through this email chain. Please allow us some time for this process to be completed and we advise you to disregard the bill received." I never received any indication of a resolution in writing. I was told to continue to disregard any bills. Fast forward to this past summer 2023, and I began to receive additional bills still asking me to pay the $50. When I followed up again, I was told the same message as above. However, to date, I continue to receive bills. I am being threatened with going to collections. This has been very stressful and anxiety-inducing for me. There is nothing more I can do on my end. I am very concerned that this is happening with other ******** consumers as well.Please help me if you can to reach out and seek resolution of this matter on my behalf. I am seeking written clarification that no further balance is owed and that I will receive no further bills regarding this matter in the future. I can provide documentation that I paid the bill as well as all of the communication I have attempted to date to resolve this on my own.Thank you for your assistance.

• Initial Complaint

  Date:09/22/2023

  Type:Billing 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.

  Mercy GoHealth Urgent Care (visit on 4/14/23) billed me for $28.80 on 5/1/23 which was paid on 5/2/23. They then billed me on 6/1/23 for $77.20 but the total charges are $433 and the total payments are $433 which equals 0 so how can I owe $77.20? You cannot bill for an amount due when debits and credits net to zero. Called Mercy on 6/12/23 they assured me my account was zero and sent me an email. I got another bill dated 9/1/23 with the same amount due. I called on 9/11/23 and asked for a supervisor and was told no they could help me and said the account would be reviewed by special claims. Then on 9/12/23 I received a collection letter from **************. I contacted them and they noted the account regarding the dispute. I called Mercy again on 9/13/23 and asked again for a supervisor and was told that they didn't have any. That has to be a lie. Call Centers have supervisors. I was told the account was fixed and pulled back from collection. I asked for a new bill showing the account had a zero due and was told I would get an email with the bill. I have not gotten an email and I also got a collection call. I called the insurance company,Cigna, on 9/20/23 and they called Mercy with me on the line and they worked to get the account closed and updated to zero and again back on 9/22/23 it was back to billing me for the $77.20. I called Mercy again and they assured me it was fixed this time and back to zero. At this point I can't believe anything they say. I consider what they are doing to be called surprise billing and I would think this is fraudulent. I want to know why this has not been caught in an audit. If this has happened to me it has to others.