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Business Profile

Urgent Care Clinic

Mercy-Go Health Urgent Care

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Urgent Care Clinic.

Complaints

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

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Mercy-Go Health Urgent Care has 30 locations, listed below.

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    Customer Complaints Summary

    • 90 total complaints in the last 3 years.
    • 22 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/31/2025

      Type:Product Issues
      Status:
      Answered
      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 was seen at ****************************** Urgent care on 11/21/24 and 11/26/24. Payment of $125.00 was due at the time of service, which I paid on both dates and have email receipts, attached.On 2/21/25, I received an email thanking me for "enrolling in a convenient payment arrangement" and my card would be charged $88.00 on 2/24/25, copy attached. I immediately locked my card to prevent this payment.I made several phone calls (which | did not track) and would be on hold up to 30 minutes with no one answering, to ask what this charge is for. I later received a bill dated 2/20/25, charging me $88.00 for date 11/21/24. I was finally able to speak with a representative on 3/7/25, who did not provide her name, but stated she saw that both $125.00 payments had been applied to the 11/26/24 date, to disregard the bill, and she would have this corrected.However, I have received another bill, dated 3/20/25, for $88.00 for date 11/21/24. As stated,the fee of $125.00 was paid at the time of service on both dates.I have mailed Mercy GoHealth, copy attached, but wanted to file this complaint in order to hopefully have an actual resolution to this issue, and I also want an explanation why I was enrolled, without my knowledge or consent, in said "convenient payment arrangement." This is fraudulent activity.I would also like Mercy GoHealth to explain why their customer service line closes as 3pm EST,when the billing states they are open 7am to 6pm CST. This is completely unacceptable to provide such a limited timeframe for persons to call regarding billing issues.I also want a billing statement for both dates of service, 11/21/24 and 11/26/24, showing the billing has been corrected and both dates have a $0.00 balance due.Lastly, I want my card information permanently removed and receive confirmation of *********** no point was I asked, and I did not give my consent, for my card information to be retained and used for any future payments.Thank you for your assistance.

      Business Response

      Date: 04/08/2025

      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.

    • Initial Complaint

      Date:03/17/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 1/19/2025 I went into ********-Health Urgent Care in ************ ******** at the location of ************************************************. I went in and requested an appointment to ask about numbness in my arm. They didn't ask what I was in for and just directed me to a sign in portal. I signed up and had to come back a few hours later around 1pm. I went in and had to pay using a virtual card because I left my wallet. Once the $55 went through they lead me to a room. They sent a confirmation of payment email. The nurse told me they don't see me for what I'm in for, the doctor came in and said "I don't know" to every question I asked and ran no tests. I asked for a refund since I was not given any medical care and no questions were answered. They refunded me. Sent a confirmation email of a voided payment. On 3/4 they send an email saying they signed me up for an auto pay system and tried to charge me $55 again and 2 more times since then. Then canceled the auto pay system and sent me a bill. I sent an email to customer service on 3/10 and was told to wait 7 days. Still no reply.When I try to call the numbers given on the bill in the mail none of the phone calls go through even tho I call in open business hours from 7am to 6pm at *************. I looked up numbers to their office and was met with a machine that puts me in a queue. I already paid these people on 1/19 and was refunded same day, now they are billing me again for the same visit and blocking means of addressing it. They also signed me up for an auto pay system on 3/4 without my consent.

    • Initial Complaint

      Date:03/12/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 was seen in October 2024. No complaint with the care at all. In January 2025 I got an email that $230 would be automatically paid via "convenient pay." I called the billing department prior to the date of payment, because I shouldn't have been charged. The claim should have been processed through insurance; they already charged me my copay. Billing said that it was never processed through insurance. They assured me they would get this corrected... but the payment was still taken out of my account on the payment date. I called again, and they said it could take up to 90 days to process. They recommended that I dispute the charge, in the meantime, while they processed things on their end. The bank ended up deny the fraudulent charges, and taking back my refund. I was assuming they were working with insurance on their end, as that's what they said they would ******* forward to the end of February, I get another email with a bill -- this time saying that $236 would be paid via "convenient pay" in 2 days. I attempted to call, at minimum of 6 times, before the date of payment -- with no answer on hold, or a call back from my messages. I have continued to call the billing department with no answer or call back.The final week of February, I ended up filing customer complaints with the organization. I initially got an email asking for a for a few pieces of information. It has been ten days and I have yet to receive a response, despite follow up attempts on my part.

      Business Response

      Date: 04/08/2025

      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: 04/08/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********. Due to the private nature of health care I have been contacted outside of the BBB and have had my complaints resolved.

      Sincerely,

      **** ********

    • Initial Complaint

      Date:03/05/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      My daughter was treated here in August of 2024. They created a bill, which I never received a physical copy of, but was able to see as pending through my MyMercy app. They didn't file this bill with insurance. In February of 2025, they attempted to take a payment for this bill. They sent me an email on a Friday, stating that my "Convenience Payment Agreement" has begun and payment will be taken in two days. I never made this agreement. I never knowingly consented to entering this "agreement". On the contrary, I specifically told the woman who bullied me into putting a card on file, that I could NOT be signed up for automatic payments. She assured me I wouldn't be. I have made more than 5 attempts to reach customer service via the phone number *************, and through messages within the MyMercy app, all in attempt to explain to them that I was insured at the time of service and this needs to be billed to my insurance company. I haven't heard from anyone. In addition to this, the same company sent my husband an email the same day the attempt to take my funds was made, that stated that his "Convenience Payment Agreement" had begun and they took $206 from our bank account! Yet! The bill is still reflected on the MyMercy app as unpaid. This company is stealing money from people, without doing the billing and filing correctly and entering people into automatic payment agreements that they do not agree to. This is an abhorrent business practice.

      Business Response

      Date: 03/06/2025

      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: 03/06/2025

       
      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

      Date:02/27/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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'm still having problems with Mercy Go Health and I'm not sure if the last billing complaint was ever fixed. I keep getting bills from ******** Health even thought I have sent the money to pay the bills. If I call the number provided on the statement *************) and use the automated system it says I have no balance due. When I attempt to get a *** on the line I get a recording stating they are busy to either wait or press #1 to get a call back. I have waited as long at 30 min on 3 occasions and requested a call back on 2 occasions and still have not spoken to anyone. The statement also reads the phone number is in operation from 7a-6p CST, but they have a recording on at 4p that they are closed.

      Business Response

      Date: 02/28/2025

      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.

    • Initial Complaint

      Date:02/18/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 Nov 25th, 2024, I was injured while at work. The Urgent Care had no open spots, so I made an appointment for the following morning on the 26th. I showed up on time and was seen by somebody. My work had given me documents that the care provider was required to fill out and give back to me, so my Boss could file the paperwork with Workers' Compensation. The care providers refused to fill out the paperwork. I handed it back to my Boss, who submitted the unfilled paperwork to Workers Compensation. Now Mercy is trying to come to me looking for payment, after they refused to fill out the paperwork. I have called them on the phone several times and used their MyMercy website to try to also talk to them and let them know they have to talk to Workers' Compensation to be paid. I fulfilled my obligation and tried to insist to the Care provider that they are required to fill it out. I want nothing more to do with this Bill because Mercy has untrained Staff.

      Business Response

      Date: 02/19/2025

      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.

    • Initial Complaint

      Date:01/23/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 was issued a refund of over-billing of $125.00 in November of 2023 from Mercy-GoHealth Urgent Care. That check bounced from the bank. I have contacted Mercy Go Health 4 different times since then. Each time I am told a new check will be issued and it never is. I have contacted them multiple times and they claim they made a procedural mistake that prevented the previous check. Recently, I was told that the check I never received in December was sent to the financial department and they were working on it. Every time I contact Mercy-GoHealth. I am told it will be sent, but it never is. This has been going on for over a year and I have not been able to recoup the money they were supposed to refund me.

      Business Response

      Date: 01/23/2025

      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: 01/29/2025

       
      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

      Date:01/10/2025

      Type:Product Issues
      Status:
      Answered
      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 cannot get the co-pay correct for myself or my dependents. I recently received $125 in refunds over the past year for incorrect copays being required. The co-pay of my insurance is $25 for Mercy Go Health as urgent care co-pay is the same as that of a primary care physician.I went to the Mercy Go Health Clinic NW in OKC in 12/20/24 (interesting that they have not yet submitted a claim to my insurance) and was charged a co-pay of $***** husband, who is a dependent on my insurance, visited the same clinic on 12/13/2024 and was charged $25 co-pay. My daughter, who is covered on my insurance as primary and ******** as secondary was charged $50 on 1/4/2025. I cannot understand how they cannot get this information correct in their system and the time and effort to issue refund checks seems to be a cost that they would want to save. My insurance number is ********** Blue Shield CQM ************

      Business Response

      Date: 01/15/2025

      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: 01/21/2025

       
      Complaint: 22795287

      I am rejecting this response because: I have received an email stating that they are reviewing my information and checking into the situation. There is no resolution to date.

      Sincerely,

      ***** ******

      Business Response

      Date: 01/21/2025

      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.

    • Initial Complaint

      Date:12/17/2024

      Type:Billing Issues
      Status:
      Answered
      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 placed a phone call to GoHealth using the telehealth service on Oct. 13, 2024 and was billed $******. **************** covered $165.25 leaving me a balance of $153.75. On Oct. ******* I made an in person visit to GoHealth in *****, Mo. and was billed another $******. Anthem covered $131.00 leaving me a balance of $191.00. I have called the billing department and can make no sense of what they are saying. One rep hung up on me the other would not transfer me to his supervisor after repeated request. I'm trying to find out why a 15 min. telehealth visit cost the same amount of an in clinic visit. Oct. of 2024 I was billed ****** for a telehealth visit and it was billed incorrectly. That took Mercy until Oct. of 2025 to straighten out. The **** at GoHealth would or could not provide me with any information. I don't believe the bills are correct.

      Business Response

      Date: 12/18/2024

      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.

    • Initial Complaint

      Date:12/11/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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,

      ******* ******

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

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