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.

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

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  Mercy-Go Health Urgent Care

  5555 Glenridge Connector STE 490 Atlanta, GA 30342-4759

• 

  Mercy-Go Health Urgent Care

  1722 Clarkson Rd Chesterfield, MO 63017

• 

  Mercy-GoHealth Urgent Care

  2150 W Republic Rd Ste 112 Southwest Springfield Springfield, MO 65807

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  Mercy-GoHealth Urgent Care

  2031 Zumbehl Rd Saint Charles, MO 63303

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  Mercy-Go Health Urgent Care

  6167 Mid Rivers Mall Dr Saint Peters, MO 63304

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:09/27/2022

  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.

  On 6/26/22 I visited GoHealth Urgent Care ******** (********, **) for a pre-surgery Covid test. For reasons that were unclear (especially since I had provided the same information online during the appointment confirmation process beforehand and it was not rejected), the clinic was not able to accept my insurance and I was required to pay $240 out-of-pocket for the test. [see uploaded receipt]On 6/28, my wife submitted a claim for the test to our health insurance company and it was accepted. I am not responsible for any portion of the cost of the test. After realizing the insurance claim would not trigger a correction (and after some confusion and frustration with reaching customer service*), we contacted ************************ by email on 7/29 to request a refund. We received a reply 8/1, with an apology and assurance that our insurance would be billed for the test and we would receive a refund by check via postal mail within ***** business days. (*We quickly gave up on reaching them by phone - very long wait times, only to reach a call center staffed by people with limited English-speaking skills and little authority - both of which made resolving a complex, out-the-ordinary issue very challenging.)We did not receive a check, so we followed up on 8/29. We received a reply 8/30, confirming the refund was correctly processed and that we would receive a check in the mail within the time frame of the refund. No check arrived, so we followed up on 9/12. We received a reply 9/13, with an apology and assurance that our request would be escalated to a higher department and we would receive an expedited check in 5-7 business days. That was 10 business days ago, and still no check. On 9/26, we contacted our credit card company to dispute the charge, but given their process can take up to 90 days, it seems prudent to also file a complaint with the BBB sooner rather than later. Hopefully pressure from more than one direction will lead to a resolution.

  Business Response

  Date: 10/04/2022

  Thank you for raising this matter. Due to privacy laws, we cannot provide more information on this matter. Well address with the patient directly.

  Customer Answer

  Date: 10/06/2022

  We coincidentally received the refund we had been waiting for shortly after filing this complaint. We consider the matter resolved and no longer require the assistance of the BBB. With appreciation, *****

• Initial Complaint

  Date:09/23/2022

  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.

  9/26/2022 I was directed to go to LEGAY GO HEALTH in ********* ** for a ***** test prior to a scheduled procedure.I had the test by the medical assistant I was not examined by the PA I was not sick and made that clear. I only was there as a clearance for a procedure. My insurance company was billed $115 and was pain $29.95 for a Medical Examination. I did not receive a medical examination, no Blood pressure or temperature or any *********************, no questions were asked of me about my medical history or my current state of health. I am a nurse of 40 years; I know what a medical exam entails. I did not receive even the shortest of medical exams yet I have been charged for this. The ***** test was billed separately and paid separately but I am being billed for a medical exam that did not occur. I called the company and they stated that this was their policy. I asked to be sent the policy and the results of my medical exam and they refused. This does not seem appropriate billing. Thank you.

  Business Response

  Date: 10/11/2022

  Thank you for raising this matter. Due to privacy laws, we cannot provide more information on this matter. Well address with the patient directly.

  Customer Answer

  Date: 10/12/2022

  I spoke to Legacy Go Health corporate office today and requested a copy of the medical examination that I was charged for.  They could not provide this information so I asked them how they could justify my $75 bill for something I did not receive.  The representative asked me to hold while she spoke to her manager.  The manager removed the charge, and I will not be liable for this charge.  Thank you for your assistance in the matter.    

  Business Response

  Date: 10/19/2022

  Thank you for raising this matter. Due to privacy laws, we cannot provide more information on this matter. Well address with the patient directly.

• Initial Complaint

  Date:09/12/2022

  Type:Sales and Advertising 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 2/20/21 I went to Mercy GoHealth urgent care to get a *** Covid test because I had been exposed. I had no symptoms, but just wanted to make sure I did not have it. It was at the time where it was much more severe and people were required to quarantine if they had it. ***** advertised that the *** test would be free because insurance covers it. When I arrived I made it clear I just needed a Covid test, not an office visit. I had no symptoms and did not need to see a doctor. However they billed me for an office visit. I called the office twice in 2021 telling them this was a billing error and there was no office visit. The first time nothing was done so I called back and they told me it would be reviewed. I heard nothing for a year and a half and now they are billing me for $91. They also billed my insurance for an office visit and it was paid. I noticed on the BBB website that many other people are complaining of the same thing. I feel this is a scam that needs to be stopped.

• Initial Complaint

  Date:09/10/2022

  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.

  Mercy-Go Health Urgent Care sent my bill to an old address, that I have not lived at sense 2015. They have my current address on file. The old address was, *******************************************************. I never received a bill, because of that. They turned my bill over to a collection agency. I received a letter about it from the collection agency. Then I called the clinic, I went to, to ask to talk to the billing department.The number they gave me was in South America. When I first called they made me verify my address. The address they have on file is ********************************************************. My current address. That I had to verify for the phone call. I was told that I owe the company $100 dollars. But the bill I received was for $50 dollars. I ask them to explain the charges to me. They told me they can't see the bill. Just the charges. I asked to speak to an agent in the billing department in *****************. The put me on hold and sent me right back to South America.. When I told them that is my old address,and I never received a bill. They told me, And I quote," It is your responsibility to call and see if you have a bill." I called the clinic back and explained the situation and asked to speak to an ******** in the billing department in *****************. They told me they would send the information to their manager and I would receive a phone call. I never was contacted by anyone. So I never received a bill. It is now on my credit report. I received the bill two weeks ago, at my correct address. It has been paid. I still do not know what bill, that I was told I owe, for the other fifty dollars. The second problem. Witch is why I am asking to speak to the billing department in *****************. Is that I have two health insurances. My primary covers the bill after the deductible, up to a certain amount. Then my secondary issuance pays the deductible and the rest. I should not have a bill at all. As far as I know. That is how it is everywhere else that I have been.

• Initial Complaint

  Date:08/08/2022

  Type:Customer Service 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 sought medical care on 5/04/22 from Mercy GoHealth Urgent Care in *******. I was asked by the PA who was treating me to choose which medication I wanted to be on and how many days to take the medication. This made me uncomfortable and, as a medical professional myself, this is wildly inappropriate. I then received a **** for $260. I tried contacting the company to have them drop the **** due to the inappropriate nature of the experience and the lack of medical expertise I received. They not only had very poor customer services, but they continue to deny that the charges will be dropped because "services were received". What services? I prescribed myself.

  Business Response

  Date: 08/09/2022

  The complaint has been taken care of by  Mercy Urgent  Care quite some time ago.