Complaints

• Initial Complaint

  01/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  01/10/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  12/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  12/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  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

  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 response

  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,
  
  ******* ******

• Initial Complaint

  10/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  health care provider refused me service unless I allow them to place my credit card on file for them to charge me what amount they come up with, I was told I would not have a charge, but any amount they came up with in the future, they would just charge my card. I offered to pay up front, was told i'd owe nothing, but wouldn't get service without putting a card on file.

  Business response

  10/16/2024

  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

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  . Today on 9/19/24 at the ****************************** Care. I had a very bad experience with one of your registration representative's I went in for blurry vision and ear pain. I was advised that I had to have my ID and Insurance information which is already on file due to previous visits or I would not be seen. I feel ****** knowing that the registration representative has access to my personal information based on her false allegations. During our interaction, she accused me of calling her a derogatory term, which I did not do. This false accusation was used as a basis to refuse me services, which I find unacceptable and deeply concerning. During our conversation, the representative was extremely rude and uncooperative. Despite my repeated requests for information, she was unable to provide clear answers. While some information was displayed, other crucial details were withheld. This inconsistency in providing information raises serious questions about the transparency and reliability of your services.I am particularly concerned about the policy that allows staff to refuse care to patients based on unfounded accusations and deliberate misinformation. I have reviewed several online reviews that echo my experience. I would like to know why they are misleading customers as if they are connected with ************** and they have no affiliation but use there name to mislead customers to get their ********************** care I kindly request a thorough investigation into this matter I feel very unsafe and feel in danger from this situation. My address, phone number and other important details. Now that I am aware that its not affiliated with the ********** and you just use their name. I now fear of what may happen next. I could have lost my life and you were only concerned about how you would be paid

• Initial Complaint

  09/19/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I took my daughter to Go Health in ****** on 4/3/2024 where Dr. ********* ******* wanted me to buy an aircast. I asked her how much it would cost because money was a concern. She left the room, returned, and told me she checked, and it wouldnt be more than $30. I told her good because I was able to purchase the exact same item from ****** for $25. I agreed to receive the aircast from her and then later received a bill from DJO for $61.34. I immediatly called and asked to speak to a supervisor at Go Health and I have failed at that despite every attempt I have made. ****** ******* is the supervisor there and she won't return my calls or handle this situation professionally. My bill is close to collecitons now and shame on Go Health that there isn't a single supervisior there to help me with this simple situation. I have called Go Health Cooporate headquarters and left many messgaes and have not received a phone call back. Go Health has horrible customer care!

  Business response

  09/24/2024

  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. 

  Thank you, 

  GoHealth Urgent Care

  Customer response

  09/25/2024

   
  Complaint: 22303263
  
  I am rejecting this response because as of today, 9/25/24 I have still not heard from ANYONE from the **************** of Go Health Urgent Care in ******* which is the main reason I filed my complaint with BBB in the first place. There is nothing private about my complaint and that given response is still negligent. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  09/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  On July ******* I visited Mercy Go Health Urgent Care and paid the $50 copay required by my insurance provider ******. On Aug ******* I was billed an additional $110 to my credit card. After several emails and calls to Mercy Go Health, they can not tell me why I was billed the additional amount and have not been helpful in getting the charge canceled or refunding it. I have checked with Anthem and they did not bill any additional amount to Mercy Go Health for my July 15 visit. In reviewing other claims to BBB against Mercy Go Health I see this has happened to others and that Mercy Go Health has not been helpful resolving complaints and that their refund checks to clients have bounced. I am wanting this $110 charge removed from my credit card bill.

  Business response

  09/24/2024

  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. 

  Thank you,

  GoHealth Urgent Care

  Customer response

  09/24/2024

   
  Complaint: 22276325
  
  I am rejecting this response because:

  After repeated contact with Go Health all they can tell me is they supposedly didnt bill me for the additional $110. Yet it is on my credit card statement and I am still having to pay that amount for services I never received. They havent told me how the charge ended up on my statement. I shouldnt have to pay for services I never got. Go Health has not been helpful in further explaining this issue or resolving it. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  07/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  More info

  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,
  
  *******************

*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. ↩