Complaints

This profile includes complaints for MDLIVE Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  MDLIVE Inc.

  3350 SW 148th Ave STE 300 Miramar, FL 33027-3259

• 

  MDLIVE Inc.

  Two Liberty Lance 1601 Chestnut St # TL-11 Philadelphia, PA 19192-0003

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:05/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 May 15, 2023 I scheduled an appointment with MD live and paid $45 for a visit regarding a sore throat. The phone call was extremely brief (4 minutes) and ended with the doctor telling me that I need to go to my primary care doctor to be tested for covid and strep. No prescriptions or care was provided. If you cannot provide assistance and care to a patient, you should not charge them. Im now having to pay for not only a $45 visit but now also a ******************* when I go to visit my doctor (I have a high deductible insurance). This is extremely shady business practice and I believe at the very least I deserve a refund. Even the urgent care office in our town has a policy that if they cant help and have to send you elsewhere then you wont be charged. You should also.

  Business Response

  Date: 05/19/2023

  Thank you for choosing MDLIVE where you can get immediate access to doctors and therapists 24/7 by video or phone. It is our mission to deliver an incredible customer service experience never seen before in healthcare by providing superb, affordable care anytime, anywhere in a confidential and totally trustworthy manner. We apologize for the issues you have encountered.We appreciate your feedback, and we continuously strive to improve our patient experience. Upon review of your account, a refund was requested on 5/15/2023 and processed on 5/16/2023 in the amount of $45.00 with transaction ID: ***********. An attempt was made to contact you via the primary phone number listed within your MDLIVE account to further discuss your recent experience. Unfortunately, we were unable to reach you and a message with call back information was left on your voicemail. If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist to further address any questions or concerns. Thank you for choosing MDLIVE and best of health. 

  Customer Answer

  Date: 05/19/2023

   
  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:05/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 made an appt with MDLIVE for April 11, 2023 and this appointment took place. I was required to provide a credit card number in case my insurance did not cover said visit. Although the information entered into my account on ******************** for my insurance was verified as correct multiple times, I continued to receive emails from this company saying that insurance could not be verified. I contacted both MDLIVE and BCBS regarding the issue multiple times and was assured all was okay. However, I was charged the $108.00 fee for the visit. In speaking with my BCBS insurance representative, it came to light that this company never even filed a claim for the April 11th visit. The BCBS agent and I spoke with a representative of MDLive regarding this, and the need for refund of my $108, and were assured it would be corrected. However when I called back to confirm the claim was filed I was told it could take up to 28 days for that to occur but was also assured me I would receive the $108 as credit to my charge card within 3-5 business days of our conversation. That has not happened. I am beginning to believe that this company has engaged in fraudulent billing practices since a claim was never filed with my insurance (which covers the provided service at 100%) and I was billed. I want a refund of the $108.00 I was charged. Thank you for your time and assistance with this matter.

  Business Response

  Date: 05/16/2023

  Thank you for choosing MDLIVE where you can get immediate access to doctors and therapists 24/7 by video or phone. It is our mission to deliver an incredible customer service experience never seen before in healthcare by providing superb, affordable care anytime, anywhere in a confidential and totally trustworthy manner. We apologize for the issues you have encountered. We appreciate your feedback, and we continuously strive to improve our patient experience. With the assistance of our account management team and ****************** your account has been corrected. For date of service in question your refund was processed on 05/11/2023 in the amount of $108.00 with transaction ID # ***********. An attempt was made to contact you via the primary number listed within your MDLIVE account to assist you. Unfortunately, we were unable to reach you and a message with call back information was left on your voicemail. Please allow 3-5 business days for refund to reflect in your financial institution. If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist to further address any questions or concerns. Thank you for choosing MDLIVE and best of health. 

  Customer Answer

  Date: 05/17/2023

   
  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.

  It is unfortunate that this company continues to receive an A+ rating from the BBB given the number of complaints that appear to be continous in nature, against this company. 

  Please consider revising your assessment. A company simply choosing to refund money that should not have been charged in the first place, is not an **********.

  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/08/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  MD Live is a free service provided by our health insurance company. Somehow, they got my credit card and charged me over $300 without my permission or authorization. I tried calling customer service and they couldn't resolve the issue and I was never able to speak to a manager.

  Business Response

  Date: 05/12/2023

  Thank you for choosing MDLIVE where you can get immediate access to doctors and therapists 24/7 by video or phone. It is our mission to deliver an incredible customer service experience never seen before in healthcare by providing superb, affordable care anytime, anywhere in a confidential and totally trustworthy manner. We apologize for the issues you have encountered. We appreciate your feedback, and we continuously strive to improve our patient experience. With the assistance of our account management team and ****************** your account has been corrected. For dates of service in question, refund was processed on 05/09/2023 in the amount of $59.00 with Transaction ID: *********** and in the amount of $82.00 with Transaction ID: ***********. An attempt was made to contact you via the primary number listed within your MDLIVE account to assist you. Unfortunately, we were unable to reach you and a message with call back information was left on your voicemail. Please allow 3-5 business days for refund to reflect in your financial institution.If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist to further address any questions or concerns. Thank you for choosing MDLIVE and best of health. 

  Customer Answer

  Date: 05/12/2023

   
  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:05/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 scheduled an appt with mdlive on 5/5/2023. The appointment was confirmed at 9:58AM and an estimated wait time of 10 minutes was given. I got a call at 10:28AM to let me know I'd have my appointment "as soon as possible." I have a meeting at 11:00 and no idea if I'll be able to take the call.

  Business Response

  Date: 05/12/2023

  Thank you for choosing MDLIVE where you can get immediate access to doctors and therapists 24/7 by video or phone. It is our mission to deliver an incredible customer service experience never seen before in healthcare by providing superb, affordable care anytime, anywhere in a confidential and totally trustworthy manner.? We apologize for the issues you have encountered. We appreciate your feedback, and we continuously strive to improve our patient experience. Upon review your consultation was scheduled at 9:58am given an estimated wait time of 10 minutes. You were contacted by the physician at 10:40am. The estimation that is provided is just an estimate, the wait time can be anywhere from **** minutes for a consultation to occur. If you need a consultation at a specific time, there is also an option to schedule a time rather than selecting "Next available provider". Per our conversation, refund was processed for the date of service in question. Please allow 3-5 business days for the refund to reflect in your financial institution. If you have any additional questions or need assistance scheduling with a new provider, please contact our customer service line at ************ and speak with a Health Service Specialist to further address any questions or concerns. Thank you for choosing MDLIVE and best of health. 

• Initial Complaint

  Date:04/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 name is ***************************, and I am a patient with MDLIVE Cigna. I registered for a Wellness Screening through my Cigna and MDLIVE portal, which includes lab work and doctor's consultation. I took out the appointment for the lab work which I did on 04/11/23 (results were available on 04/12/23) and the appointment to go over the results with Dr. ********************************* ***** on 04/21/23. The day after I did my lab test, I saw on the website that Dr. ********************************* ***** had cancelled my appointment due to scheduling conflicts. That same day I went on the website to take out another appointment with her but it only allowed me to do so after I had taken out another lab work appointment. I did so anyways because, after speaking with a customer service representative, she recommended I took out the lab work appointment again (without showing up to it because I had just done one) just so I would be able to get the appointment with Dr. ********************************* *****. The appointment was set for today, 04/28/23 at 10 am. I went on the site this morning, and everything looked fine. Before 10 am I log in again and nothing showed. I call MDLIVE and they tell me it has been cancelled once again. I simply cannot begin to describe how unprofessional and unethical this is on her part. I have a medical condition and needed medication prescribed. My lab results are ready, and I am simply unable to discuss them with Dr. ********************************* ***** because she keeps canceling the appointments. If you do not have time for your patients and treat them this way then you should not be doing virtual consultations AT ALL. I am very upset and truly if I had known it would be like this I would have chosen someone else. Thanks to the representative from MDLIVE, who was very kind and understanding, I was able to share the pictures of my medication and get the prescription I needed but I am frustrated that they have a Doctor with such a huge lack of professionalism working with them, hence my complaint.

  Business Response

  Date: 05/01/2023

  Thank you for choosing MDLIVE where you can get immediate access to doctors and therapists 24/7 by video or phone. It is our mission to deliver an incredible customer service experience never seen before in healthcare by providing superb, affordable care anytime, anywhere in a confidential and totally trustworthy manner. We apologize for the issues you have encountered.We appreciate your feedback, and we continuously strive to improve our patient experience. Per our conversation this issue has been resolved and the consultation was rescheduled. If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist to further address any questions or concerns.Thank you for choosing MDLIVE and best of health. 

  Customer Answer

  Date: 05/02/2023

   
  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:04/23/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  MDLive is advertised through the ***** Healthcare insurance website that I am insured by the company that I am employed by. On March 23, 2023 I was seen by an MDLIVE doctor and made the video appointment through the ***** website which lists that no copay is required and is paid through my medical insurance through ***** . I had set up an account with ******************** via telephone and all personal information and health insurance coverage was confirmed. For the last month I keep receiving texts or emails stating that my medical information cannot be confirmed with *****. The email and texts are extremely vague, therefore I finally call MDlive and they say it is a communication glitch that must be solved through ***** contacting the MDLive supervisory coordinator. ( Why am I even involved at this level) . ***** has escalated this claim ( but my **************** has now been charged ***** ) I have read all of the above complaints that sound exactly like my present condition and I am not going to wait to SEE what happens . I am very disappointed and will not use MDLive for any future care. I want a refund of ***** immediately and then I will delete my account. ******************** and ***** need to be arguing about this and solve their issue since it is obvious from other complaints that this is an ongoing issue with claim payments and medical information computer issues. Not the patients problem.

  Business Response

  Date: 05/01/2023

  Thank you for choosing MDLIVE where you can get immediate access to doctors and therapists 24/7 by video or phone. It is our mission to deliver an incredible customer service experience never seen before in healthcare by providing superb, affordable care anytime, anywhere in a confidential and totally trustworthy manner. We apologize for the issues you have encountered.We appreciate your feedback, and we continuously strive to improve our patient experience. With the assistance of our account management team, upon eligibility investigation MDLIVE is not a covered benefit with your current insurance. Per our conversation refund was processed on 04/24/2023 in the amount of $82.00 as a one-time courtesy due to the inconvenience encountered. Please allow 3-5 business days for refund to reflect in your financial institution. If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist to further address any questions or concerns. Thank you for choosing MDLIVE and best of health. 

• Initial Complaint

  Date:04/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 have been incorrectly charged two times. I have called many times ( at least five times) to resolve the issue and been assured each time that the issue was corrected and I would not be charged- but I have been charged twice, $82.00 each. I have attempted to get the resolution in writing as I have been advised by customer service many times that the issue was resolved and it is not. They have denied this request and I have been unable to reach a supervisor or received a call back after leaving messages. I would like a full refund and all credit card information access removed from them:

  Business Response

  Date: 04/07/2023

  Thank you for choosing MDLIVE where you can get immediate access to doctors and therapists 24/7 by video or phone. It is our mission to deliver an incredible customer service experience never seen before in healthcare by providing superb, affordable care anytime, anywhere in a confidential and totally trustworthy manner.  We apologize for the issues you have encountered. We appreciate your feedback, and we continuously strive to improve our patient experience. With the assistance of our account management team and ****************** your account has been corrected. For dates of service in question, refund has been processed on 04/05/2023 & 04/07/2023 in the amount of $82.00 each with transaction ID: *********** & 64289112135.As discussed, please allow 3-5 business days for refund to reflect in your financial institution. If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist to further address any questions or concerns. Thank you for choosing MDLIVE and best of health. 

• Initial Complaint

  Date:03/29/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  MDLive needs to refund both of my failed service purchases of 105 and 59. They never completed any services.

  Business Response

  Date: 04/04/2023

  Thank you for choosing MDLIVE where you can get immediate access to doctors and therapists 24/7 by video or phone. It is our mission to deliver an incredible customer service experience never seen before in healthcare by providing superb, affordable care anytime, anywhere in a confidential and totally trustworthy manner.  We apologize for the issues you have encountered. We appreciate your feedback, and we continuously strive to improve our patient experience. An attempt was made to contact you via the primary number listed within your MDLIVE account to assist you. Unfortunately, we were unable to reach you and a message with call back information was left on your voicemail. If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist to further address any questions or concerns. Thank you for choosing MDLIVE and best of health. 

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19869546
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 04/05/2023

  Business has initiated a refund. Took 4 hours of phone calls to find a competent employee. I recommend you take your health care somewhere else. MD Live does not care about your health.

  Business Response

  Date: 04/12/2023

  Thank you for choosing MDLIVE where you can get immediate access to doctors and therapists 24/7 by video or phone. It is our mission to deliver an incredible customer service experience never seen before in healthcare by providing superb, affordable care anytime, anywhere in a confidential and totally trustworthy manner. We apologize for the issues you have encountered. We appreciate your feedback, and we continuously strive to improve our patient experience. In summary of our conversations between you and our **************** and Medical Patient ********************** your account was corrected, and a service credit was added to your account as a one-time courtesy for a future consultation. If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist to further address any questions or concerns. Thank you for choosing MDLIVE and best of health. 

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19869546
  
  I am rejecting this response because now they are scheduling appointments and intentionally s******* with my phone number and without proper identity authorization they have shared my hipaa information.
   
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/16/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 used MDLive on 3 occasions, which he did through my insurance company that he is a dependant on. He was billed up front for all 3 telehealth visits. According to the EOBs from my insurance company, he overpaid them by a total of $171. I called them with my son, and they gave me the run around and said that my insurance company needed to contact them to correct some sort of billing issue. I called my insurance company and they called MDLive and sent them the 3 EOBs in connection to the services that we were overcharged for. MdLive said they would process my $171 refund within 45 business (that is equivalent to over 2 months), which seems outrageous to me, but I waited the 45 business days. I never received the refund, nor did I receive any other correspondence from MDLive within that time. I called them back, this time with my insurance company on the call with me. They said they couldn't process my refund and needed me to send them the EOBs again, the same ones my insurance company already sent them over 2 months ago. The tactic of prolonging refunds and lack of communication and correspondence seems fraudulent. All I can figure as to why they do this is so that people will give up and they can keep there money unjustly. If there was a problem with my refund, why did I have to call them back 2 months later, why didn't they reach out to me, there's only 1 reason I could think of as to why they would do that. They have told me that they are researching it and will get back to me. I'm not going to hold my breath waiting for that to happen.

  Business Response

  Date: 03/28/2023

  Thank you for choosing MDLIVE where you can get immediate access to doctors and therapists 24/7 by video or phone. It is our mission to deliver an incredible customer service experience never seen before in healthcare by providing superb, affordable care anytime, anywhere in a confidential and totally trustworthy manner. We apologize for the issues you have encountered.We appreciate your feedback, and we continuously strive to improve our patient experience. We are happy to communicate your refund was approved. For date of service 9/28/2022 refund was processed on 3/16/2023 in the amount of $34.00 back to your credit card with transaction ID: ****************, a refund was processed for dates of service 1/13/2022 and 4/29/2022 in the amount of $137.00 total. Due to the date of the transaction,those refunds must be processed in the form of a physical check. As discussed with the patient, please allow up to ***** business days to receive.If you have not received it by then, please do not hesitate to contact our customer service line at ************ and speak with a Health Service Specialist which will connect you with our complaint resolution team. Thank you for choosing MDLIVE and best of health. 

  Customer Answer

  Date: 03/29/2023

   
  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, as long as I actually receive the check that they say they have mailed.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/11/2023

  Type:Product Issues
  Status:

  AnsweredMore 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 insurance has said that there was no patient responsibility on my 2/8 and 2/10 charges from MD Live - MD Live refuses to acknowledge the zero dollar patient responsibility and says that i need to contact my insurancefor the refund beacuse my information is "not accurate" and they have "not received a decision at this time" which is 100% untrue. Their customer service is an absolute joke. I gave all the claims data including the date they sent the claim, the date my insurance received the claim, the date the claim was adjudicated, and that the patient responsibility was $0. I asked if they had resubmitted or appealed the claim and she told me there was no original decision on the claim.I asked if they received paper EOBs from my insurance or why it was taking so long for the payment to post. She got very snarky with me and told me only my insurance could help.I work in this industry and I'm well aware if the doctor overcharges you, that the doctor must refund you. MD Live needs to refund all my copays that were collected in error. If there is no resolution, I will continue my complaints with the state insurance commissioner.

  Business Response

  Date: 03/17/2023

  Thank you for choosing MDLIVE where you can get immediate access to doctors and therapists 24/7 by video or phone. It is our mission to deliver an incredible customer service experience never seen before in healthcare by providing superb, affordable care anytime, anywhere in a confidential and totally trustworthy manner. We apologize for the issues you have encountered. We appreciate your feedback, and we continuously strive to improve our patient experience. We are happy to communicate your refund was approved. For date of service 02/08/2023 and 02/09/2023 refund was processed on 03/15/2023 in the amount of $10.00 for each date of service with transaction ID: *********** and ***********. Please allow 3-5 business days for refunds to reflect in your financial institution.?If you have any additional questions,please contact our customer service line at ************ and speak with a Health Service Specialist to further address any questions or concerns. Thank you for choosing MDLIVE and best of health.