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-GoHealth Urgent Care

  11445 Olive Blvd Creve Coeur, MO 63141

• 

  Mercy-GoHealth Urgent Care

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

• 

  Mercy-GoHealth Urgent Care

  900 E Battlefield St Ste 124 Springfield, MO 65807

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  Mercy-Go Health Urgent Care

  2991 State Highway K O Fallon, MO 63368

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:04/16/2023

  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 04/16/2022 my husband had a swollen Jaw that required urgent care. Made a "save the spot" at ****. He was feeling worse as the morning went by, We went early because on the site it stated walk ins are available. We get there and right away, A heavy site women (did not get her name) said "we cant take you, we are full and you cant wait in here. Come back at 10. We left waited in the care. I told my husband to go it and register and she refused because he had a save the spot appointment. (mind you you can just cancel it by a text.) I understand that they might of been full or there were turning down patients to be seen. I'm not complaining at all about that. What is upsetting is the why it was done. She was rude, nasty. I can not image on why they would want to put just a unsympathetic, revulsion, sanctimonious induvial for the face of the company/front desk. I work in health care and this would not be acceptable. We pride ourselves to take care of sick patients. Someone who doesn't feel the same should not be working with the public. Especially in Healthcare. While walking out side the other patients that were also turned away. said it was unbelievable how that women was. One thing I cant remember what her name was but I can never forget the way she made my husband and I feel and never forget it was a Northwell Urgent care. Should be ashamed of themselves for treating people like that.

• Initial Complaint

  Date:04/15/2023

  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.

  My son was injured his thumb which was noticeably swollen and he was in pain. I first attended Mercy Gohealth in *********** but the doctor communicated they did not have anyone available for X-rays and referred me to the ofallon office off of hwy K. He checked their schedule and saw there were availability all the way until 1:45pm. When we arrived being it was only 8 mins away it was 1:25pm and we werent greet so I spoke and nothing. The lady only stated we can have a seat and they will call us up when ready. I remained optimistic and sat down with my children, and when called I explained my son injury and the lady at the front desk said its required they have a physical card to be seen. I stated thats a first but he does have ******** in which can be found by looking up with his information she pulled his profile and asked if my address was still **** ******** which I confirmed we moved but yes it was a previous address. She then communicated the need of the physical card and she couldnt see his insurance on the site. This was a first also being the previous office could but nevertheless I asked if I provided the *** given the urgency of his finger and she refused to see him. Financial status should never be over the health of a patient especially when they are in pain. The doctor and other assistant was also witness and neither showed any concern as were refused. May I also add there was a family leaving who they were very polite to,and greeted and said good bye too, which unfortunately the welcoming environment was not shared with us, prompting me to begin recording the conversation because we were made to feel very uncomfortable, which should never be the case and having to converse so openly about finances created this form of embarrassment, when we just needed care. I feel CMS should also be made aware as this is unacceptable and doesnt represent the mission and values of Mercy.

• Initial Complaint

  Date:04/03/2023

  Type:Customer Service 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.

  All three of my children are covered under the same family plan with ***************** in ********. Yet, just one of them, I am gettin repeated bills for thousands of dollars, stating my insurance has rejected these claims. I have spoken with Mercy GO frequently and they state that they do not have a coding issue, that their coding is legitimate and that my insurance are refusing them. Once I get my insurance on the line in a 3 way conversation, they change their tune and say that I will no longer will receive a bill and to disregard the one I have, within a couple of weeks I still get a repeat bill that dated past phone conversation and threatening collections on myself. After repeated phone calls and complaints to my insurance company, this is still happening. I have visited Mercy Go for years but it has only been in the last year that this has ever been an issue, and in particular with just ONE out of 3 of my children. They need to be put on high alert with the BBB, as this is occurring to thousands in the *****************.

• Initial Complaint

  Date:03/31/2023

  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.

  I had been coughing and saw a doctor virtually. He prescribed me antibiotics but having completed the course, the cough persisted. So, I went to Mercy Go Health Urgent Care in ************, ** on February 01, 2023. When I came in, they said that it will cost me about $100 for the visit which may be taken care of by my health insurance. I was seen by a nurse practitioner (not an MD) who could not see anything beyond antibiotics prescription. I told him that long time back, I had a similar cough and I was prescribed steroids. So, he wrote me a prescription for steroids but still wanted me to see my physician. I recovered with steroids but saw my physician on February 22 anyway.I have now been sent a bill for $265 for a "Office/Outpatient Established Low/Mdm ***** Min" encounter which is completely ridiculous. When I asked Mercy the reason, they informed me that this is the insurance rate and on their website, the $125 rate is for people without health insurance. My insurance company has deemed this to be my out-of-pocket expense and hence, I am now being hit with a double whammy: first paying my insurance and then, paying a higher rate to Mercy for carrying health insurance. Interestingly, the people at front desk of the clinic never informed me that I'll be charged a higher rate because I have insurance and was told that I may not even have to pay anything. I offered ***** that I am willing to pay the advertised price of $125 but they have not agreed. I feel that I did not even get the care I should have been provided and being overcharged for no reason, overcharged by a lot more than what I was told.

• Initial Complaint

  Date:03/27/2023

  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.

  Daughter was seen at urgent care. My insurance states $35 copay. Paid $35 day of service, 23 days later they charged $215. I NEVER received a statement nor have I received an explanation of benefits from my insurance company. I was unaware they would automatically charge me prior to sending a statement, this should not be legal as I had no idea there was a balance due. I didn't think companies were allowed to keep credit card numbers on file. This poor business practice needs to stop. I was unaware they fool you into signing paperwork for automatic payments and would have taken my daughter elsewhere.

• Initial Complaint

  Date:03/10/2023

  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.

  Urgent care visit to Go Health location at ***************************************** on 11/09/2022. Billing detail sent to insurance (BCBS) was submitted as an emergency room visit (per email from BCBS). Go Health, after multiple attempts by me to have this resolved, does nothing and continues to insist that the coding is correct.I continue to receive a bill for $294 for an urgent care visit that with my insurance has a copay of $25. My father I have tried all I know to do and am getting nowhere. I WILL NOT PAY THE WRONG AMOUNT JUST BECAUSE THEY CAN'T TAKE 5 MINUTES TO CORRECT THEIR MISTAKE!!! Emails attached.

• Initial Complaint

  Date:03/09/2023

  Type:Customer Service 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 is billing my insurance for a Medical Emergency Room instead of an Urgent Care visit. The difference in copay is significant, $30 for Urgent Care and $250 for ER. I called the billing department for Mercy GoHealth URGENT CARE and they stated that they cant bill for ER because they are an Urgent Care facility only yet thats the code they used to bill my insurance. I called my insurance, and they explained the service billed to them, and confirmed that Mercy GoHealth URGENT CARE is charging for Emergency Room visit. My insurance company called Mercy GoHealth URGENT CARE and they went over the billing information and codes, and they are both contradicting each other, ***** says they charged for Urgent Care visit and my insurance says they received the billing code for Emergency Room. I havent find a resolution to this situation, the bill should be adjusted to the correct amount.

• Initial Complaint

  Date:02/28/2023

  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 visited their location on Telegraph Rd location in May of 2021 for a routine visit. A couple months later, I received a bill for an amount much larger than I anticipated. I contacted my insurance company, who informed me that the bill was higher due to an emergency room fee being charged. I mentioned it was for a visit to an urgent care, not an emergency room, and they said that the provider would instead need to re-bill under the correct charge codes. I've contacted the provider multiple times since then, each time they say they are investigating, and then continue to send the bill for the full amount.

• Initial Complaint

  Date:02/28/2023

  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.

  On October 20, 2022, I visited the Urgent Care facility in ******, ** for a cough and congestion. On October 24th, I visited another Urgent Care facility in *********** ** as I was not improving with the steroids I had first been prescribed. On both visits I paid the $ ****** office visit fee as I did not have private insurance. I received a bill with an amount due of $ ****** for 2 influenza tests, strep test, and Covid test I received on Oct. 20th. I called their billing **** and spoke to a ****************, who couldn't explain my bill to me, or why there were 2 charges for the single influenza test I had but said that all I really owed was $ ******. I paid this amount **************** said was due, and it posted to my bank account on December 5th, 2022. **************** said this was all I owed, even though my 2nd visit on Oct. 24th was not there. He said this bill was for both visits. My EasyMatch Code for this bill is CXK-YTF-VDH.I received a 2nd bill myEasymatch Code: NS8-22L-7B6. This time both visits were there. The **** due for the visit on the 20th was again $******, and the visit on the 24th *** due was $103.80. I called again speaking to supervisor ****** who said that I owed nothing, to disregard this bill. He explained that one of my $****** office visit pymts had not been applied correctly.I received a 3rd *****************: 5MG-C3D-9FG, for $ ******. I called and spoke to supervisor ***** who again said it was their billing error, that I owed nothing, but that I now had overpaid, and they owed me $20.00 which they would send in check. ***** said he would pass this onto their "poster" ****. I told ***** if I received another bill I was going to the BBB.I have now received a 4th bill 7BV-7WL-TN8 for the same **** due $ ******. I'm not calling again. I have been told by 3 different people (2 of them supervisors) that I owe nothing but am due a refund. This constant billing will eventually get me put into collections and affect my credit.

• Initial Complaint

  Date:02/23/2023

  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.

  On 02/22/2023, I visited their location at ************************************************** where the wrong credit card was charged $35.00; now, they refuse to credit that card and charge the card that was provided that day.It appears that I was somehow signed up for a Convenient Payment Agreement.Perhaps this was buried somewhere in the boxes required to be checked in order to complete on-line registration. It was NEVER my intent for this company to store my credit card information in their system. During this visit, I was asked for my ID and a form of payment. Both were provided; but, the form of payment I provided was not used.I completed an on-line contact request form: Your inquiry has been logged and your ticket number is : (203106)I left a voicemail message requesting a call back: 1************* (only option, went straight to voicemail)I, unsuccessfully, attempted to call the local clinic: ************** (rang several time before going to voicemail)I spoke with a representative (******) @ ************** who advised me they could refund the $35 by check (**** days) after I paid the $35 again with another card. During this conversation I was made aware that TWO of my credit cards were being retained in their system; so, since I have no recollection of authorizing my information to be stored, I requested they both be removed.I received an email for my card ending in **** (card supplied during my visit which should have been charged) stating: Your convenient payment agreement has been cancelled.I am still concerned that my card ending in **** (incorrectly charged card) is still being stored.