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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:08/23/2023

      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.
      (Mercy-Go Health Urgent Care Acc# *******)I was charged a total of $550 by this Mercy-Go Health Urgent Care over two visits ($275 each visit). A few months later I was requested by my Health Savings Account to reimburse the $550 because it was not authorized by my insurance. I reached out to my insurance and it was not authorized because Mercy-Go Health Urgent Care never submitted the claim to my insurance. I spoke with Mercy-Go Health Urgent Care, and after a lot of fighting, they agreed to submit the claims. My insurance covered both visits fully and Mercy-Go Health Urgent Care agreed to reimburse me the $550. This was resolved on March 31st, 2023 and have yet to receive the $550. I was first told it would take 90 days to process. I called after 100+ days and was told it had just been process and it would take 5-7 days. I waited 15+ days and didn't received anything. I called again and was told the same story, 5-7 business days. That was over three weeks ago today and I still have not been reimbursed.

    • Initial Complaint

      Date:07/10/2023

      Type:Billing 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.
      Billing practices are insane. Upon vising I paid my 45$ copay. Received multiple bills for the same visit over 250$. Unfortunately took my son a second time not knowing how they were going to bill me. Totals over 600$. Countless hours on the phone trying to resolve and getting nowhere. My insurance company also called them and I got nowhere. Weve been to many different urgent care locations and have never received a bill outside of copay and labs. They are charging as an emergency room visit. Unethical billing practices and poor service.

    • Initial Complaint

      Date:06/28/2023

      Type:Product 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.
      I gave them $30 for services I did not receive. They gave me a receipt to get your money and they never gave the money back. I keep calling and it has not been deposited yet. This has been since April 2023.

    • Initial Complaint

      Date:06/26/2023

      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.
      My wife **** went to the Mercy Go Health Urgent Care and received such awful incompetent care, she had to go to another local Urgent Care (************). The Mercy Go Health Urgent Care incorrectly coded the visit to our insurance company as if we went to the emergency room. This meant that instead of us being charged $35 copay for an Urgent Care visit, we owed Mercy Go $288. The other Urgent Care (************) **** went to correctly coded the visit, and at the end we owed $35 which we promptly paid. We called our insurance (Cigna) and they agreed with us that Mercy Go had incorrectly coded the visit. In a 3 way call between Mercy Go, Cigna, and us, ******** kept claiming it wasn't their fault but ***** said it was. ******** finally said they would look into it, but weeks later we got the same bill again. We have followed up multiple times, and they pretend like it was billed correctly which it was not. While we really should not have to pay anything due to their complete incompetence, I will reluctantly pay the $35 which is our co-pay for Urgent Care visits. However, Mercy Go keeps playing games and giving us the run-around and pretends they have correctly charged us even though the *** clearly says Emergency Room for Mercy Go which it wasn't as it was an Urgent Care. I have uploaded both Explanation of Benefits to show the difference between the two. I am seeking a resolution to simply have the visit coded for an Urgent Care visit which will allow our insurance (Cigna) to correctly show that we owe $35 which is our co-pay for Urgent Care visits.

    • Initial Complaint

      Date:06/20/2023

      Type:Billing 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.
      Today I received a bill in the amount of $241.50 for my visit to Mercy GoHealth Urgent Care in ****** ******** for a Covid Test on January 22, 2021. At the time of my visit, I was told that there would be a $75.00 copay if I wanted a rapid test, which I accepted and paid before getting the test that day.In March, 2021, I received the first bill for $241.50. Since then, I have made numerous phone calls about receiving this bill. I have over a year of documentation of each person I spoke to in the ************************, each one telling me that this was an error and that it would be removed and taken care of. For the past year, I have not received any bills.Now, more than a year later, I am getting this bill again, and have been told by "***" today at an offshore call center in *************** that after further review there was not a billing error and that I owe the $241.50 for a rapid covid test. As the records in the call center will indicate, I have spent countless hours, with both my insurance company and with ************************ trying to get this corrected. Since I have been promised numerous times that this has been taken care of, and it has not, I need something in writing to insure that this will be removed from my record and a statement showing a zero balance. If I do not, I will be forced to take legal action and to notify the ******** Attorney General and the media of this overcharge for a mere Covid test with immediate results for which I already paid $75.00 at the time of service. The customer service agent confirmed that the payment was made on 1/22/2021.******************* ************

    • Initial Complaint

      Date:06/15/2023

      Type:Customer Service 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.
      I am currently without a primary care provider, so my only choice was to go to urgent care for help with the extreme pain I was having in my head, left ear, neck, and teeth. The service I received was horrible! So I wrote in to speak with a manager, but was never contacted back. Yesterday I got a bill for my visit. My family and I are having hard times for a series of unfortunate events and so I asked for financial assistance. I was told that they only help people with no insurance and to call my insurance and request the copay be removed. This is absurd! It appears GoHealth is not in the business of helping people who are suffering in their communities.

    • Initial Complaint

      Date:06/14/2023

      Type:Product 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 3/7/2023 I was seen at a Go Health Urgent Care. On 5/24/2023 I called the number listed for this business to see why I haven't received a bill and if I owe anything? The agent on the phone said I owed $190.00 due to not being insured? I went and paid $167.40 due to not being insured apparently. I then called my insurance company and explained what happened and they said they could not see a dr. visit on 3/7/23. The agent then called the Go Health agent and we were put on a 3 way call. The two agents were talking back in forth trying to figure it out. I then spoke to the Go Health agent and I said I paid earlier today for my dr. visit and if there is anything else you need from me? She said no. Let's fast forward to 6/5/23 and I receive a statement in the mail that I still owe the Go Health Urgent Care $167.40? I then paid the amount again today on 6/13/23. I am very confused what happened and I would like for Go Health Urgent Care to go back to all the times I spoke to them over the phone regarding this matter and I would also like a full refund of $167.40 for negligence I have had to deal with.

    • Initial Complaint

      Date:04/26/2023

      Type:Order 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 January 16, 2022, I went to Mercy Urgent Care because it was literally the only place, I could get a COIVD test, the at home test were sold out and all other testing center were booked. I made it very, very clear I was not there for any kind of treatment or evaluation, just the test. They had me wait in my vehicle until a nurse could do the test. When they were ready for me, they had me go into a room to do the swab. I'm not paying for a regular office visit; I just wanted the test. I received a bill in the mail in Feb this year for $155.49. My insurance only paid $57.51 because I just went for the test, and I was in my car most of the time there. I turned this over to my lawyer because they refused to send me a written itemization of the debt. My attorney sent a ***** and desist letter to them disputing the debt because a COIVD test does not cost $213 and I agree with my attorney. The letter was sent around 2/13/23. In March Mercy sent me another bill after receiving the letter. So, I printed a copy, and forewarned them I would report them if they continued to try to collect; the ***** of ******************************************************** since I have legal counsel. I received a 3rd letter on 4/24/23. They are to stop contact and provide the itemization of the supposed debt. Also, they are not at all to contact me, contact my attorney. In addition, they are charging me an office/Outpatient visit so they can try to get more money out of insurance and patients. I am just going to say, H*** will freeze over before I pay that unethical bill.

    • Initial Complaint

      Date:04/25/2023

      Type:Product 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.
      Market: ********/***********_Visit Date (if known): 2023-02-21 First Name: ****** Last Name: ******** Date of Service: 2/21/23 I overpaid a $30 ***/bill by $197.23. I have the *** as proof that my (patient) responsibility is the $30. The company is unwilling to refund me the $197.23 until another issue they have with the insurance company is resolved. I have told them that I am not giving them permission to use my overpayment against any other bill. I have a right to review and authorize/dispute any future bill.

    • Initial Complaint

      Date:04/25/2023

      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.
      I paid my bill. I keep receiving letters in the mail and texts to the pay the bill. I have called several times to say my bill is paid. The person I first talked to was very hard to understand. Had no idea how to look up my account. I have my bank statement to prove the bill was paid. These people do not have a clue what they are doing.

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

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