ComplaintsforMercy-Go Health Urgent Care

Urgent Care Clinic

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Initial Complaint
07/25/2024
Complaint Type:
Billing Issues
Status:
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.
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
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
06/21/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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 response
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
07/04/2024
The matter has been resolved directly with the patient.
Customer response
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
06/08/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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 response
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 response
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
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 response
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
06/07/2024
Complaint Type:
Service or Repair Issues
Status:
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.
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
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
06/05/2024
Complaint Type:
Billing Issues
Status:
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.
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
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
Initial Complaint
05/17/2024
Complaint Type:
Service or Repair Issues
Status:
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.
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
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
04/25/2024
Complaint Type:
Product Issues
Status:
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.
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
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
04/18/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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 response
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
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 response
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
01/03/2024
Complaint Type:
Product Issues
Status:
Unanswered
The business failed to respond to the dispute.
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
01/03/2024
Complaint Type:
Billing Issues
Status:
Unanswered
The business failed to respond to the dispute.
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.

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