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:03/09/2023

  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.

  In reviewing my FSA card account, I found 4 charges that were incorrect due to the wrong insurance information on my account. I called in January 2023 and we found the following: It looks like I have 2 accounts set up by mistake. For the first account, listed under jennparkin, the wrong insurance company was listed and I was charged $56 per visit. While my policy number is correct, the Coverage provider is listed as AmeriHealth **********. The correct insurance company is Regence BCBS. My FSA card was charged for each of these visits. 3 visits were for me, *****************************, and 1 visit was for my daughter, ***************************. I called my insurance company to let them know about the issue and they said that since the charges are more than ********************************* Live to have the reimbursement made.oAttached are the claims that were charged incorrectly. My insurance covers visits at $10, so I would be owed $184.Once we finalize the reimbursement, I need to close this account as the incorrect insurance provider is listed.The correct account is under username jparkin and correctly has my insurance info as Regence BCBS.I have emailed several times with no response and called and told they could not help me.

  Business Response

  Date: 03/16/2023

  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. We escalated your refund request to our billing and claims department for the dates of service in question and determined co-pay amount per consultation was $10.00. A refund was processed for the difference in the amount $138.00. An attempt was made to contact you via the primary number listed within your MDLIVE account to further assist you to advise of the outcome. Unfortunately, we were unable to reach you and a message with call back information was left on your voicemail. Due to the date of the transaction, the refund must be processed in the form of a physical check.  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: 03/16/2023

   
  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:03/07/2023

  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 contacted MDLIVE for onCallDermothologist for one time charge of $59 on Feb 28th 2023. I asked doctor to prescribe me Lattise prescription, and he did. I was extreme happy my consultation result and everything went well, I was charge only 59 dollars and that was the agreement and no insurance was involved.Till this morning, I received a claim thru my health insurance provided filed by MDLIVE with TAX ID of: ******************* on Feb 28th.This is claim was unauthorized claim, I believe my health insurance data was compromised from data on file from last year. I believe my insurance number were taken from last year on file without my authorization. My health care provider used to cover MDLIVE, and this year it is no longer covering.

  Business Response

  Date: 03/16/2023

  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. We escalated your request to our billing and claims department for further investigation. Per our conversation, the outstanding balance was removed, and you are currently reflecting a zero balance. Additionally, the itemized receipt was sent to your email address on file. 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: 03/17/2023

   
  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, My MDLIVE account balance is zero dollars as of March 17th 2023.Thank you MDLIVE.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/05/2023

  Type:Customer Service 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 just would like to express that my previous doctors visit through your program was under 45 seconds before the doctor ended the call. Provided 2 medications and no further talk. I attempted calling the customer service line to get a follow-up consultation, however, they said I would have to wait 24 hours and pay another $40 fee.Your program was a complete waste of my time and money. I am recommending to my coworkers/company that they never use your program.

  Business Response

  Date: 03/10/2023

  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. Information was escalated to the Clinical Team for review by a Medical Director. As a one-time courtesy a refund was processed for date of service 03/05/2023 in the amount of $40.00 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. 

• Initial Complaint

  Date:02/28/2023

  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 insurance company promotes the use of MDLive. I have used their services on 3 occasions as I have no co-pay and was not able to get into my doctor right away. Shortly after using their services, I received an email that I had to confirm my insurance information or I would be charged $82 from my debit card. I went online to my patient portal, verified the information was correct (as I had given it over the phone when I registered for the first appointment) and then I also called MD Live to verify the information. The gentleman I spoke to said that he thought "maybe" I needed to confirm my husband's dob since he is the subscirber. I did that and I was assured I wouldn't not be charged the $82. As an extra step of caution, I also called my insurance company to confirm all of the information I gave them was correct, and they confirmed it was. On Monday, 2/27 (nearly 2 weeks later)I was still charged $82! When I called MDLive they said they did not get the insurance information in time to avoid the charge, that they need to receive it 28 days before. Yet, I didn't receive the request 28 days prior, I received it 2 weeks prior. And now today, 2/27, I received yet another email stating I will be charged $82 on 3/13 for my second appointment unless I verify the insurance information. So I am now out $82 and probably a second $82 on the 13th. I have held my end of the bargain by verifying my insurance. I will be filing a complaint with my insurance company as well because I think they would want to know what they're promoting.

  Business Response

  Date: 03/03/2023

  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 has been processed on 2/28/2023 in the amount of $82.00 with transaction ID: ***********. An attempt was made to contact you via the primary phone number listed within your MDLIVE account to further discuss. Unfortunately, we were unable to reach you and a message with call back information was left on your voicemail. Please allow up to 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: 03/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and though this does take care of the immediate concern of the $82 that was deducted from my bank account, MDLive did not address the second charge of $82 that is pending for March 13, 2023.

  I would like to also address MDLive that while they seem to respond to similar concerns by many other people, their actions are reactive, and they should take a look at their system that seems to not be correct in that it is charging so many people money without a proper way to take care of it on the front end.

  I would like for MDLive to address my second concern of the pending $82 that will be billed on March 13, 2023.  I would like assurance that it will NOT be charged to my bank account.  I would also like assurance that this issue is being taken seriously across the board and they a looking into this issue that is affecting so many people.  I do not believe it won't happen again; therefore, I will not be giving my business to MDLive until I believe they are addressing the root cause of this problem.

   

  Thank you,

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

• Initial Complaint

  Date:02/13/2023

  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.

  On February 13, 2023, I scheduled a telehealth appointment through MDLive due to a sinus infection. I have been experiencing symptoms for the last 4 days. I am prone to sinus infections & have used MDLive many times in the past to obtain a Zpak and/or antibiotics for relief. I was told by the provider during my appointment on 2/13 that I needed to use OTC medication to relief the symptoms of a "viral" infection. This is contradictory to the care I have received through MDLive up until today. I have used OTC medication for my symptoms with no relief whatsoever. So now I have paid $30 for an office visit where I have received no treatment. This is an absolute ripoff & as a result, I will never use MDLive again for any necessary medical care. I would like a refund of the $30 I paid since I did not receive any treatment other than to be told to use OTC medicine, which I have been doing for the past 4 days with absolutely no relief.

  Business Response

  Date: 02/17/2023

  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. Per our conversation, we discussed your recent experience and addressed any concerns you had. Additionally, a service credit was added 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.  

• Initial Complaint

  Date:02/08/2023

  Type:Customer Service 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 have in the past been able to message my MDLive Healthcare Provider but recently they blocked me from being able to. I have a provider who asked me to send him a message and a copy of my recent labs, I was unable to do so. Upon trying through the website rather than the app, it said I had to have had a wellness screening or a routine care visit in the past 365 days to be able to message my provider. I have had one, just not at MDLive. I called customer support, informed them of this, was told they couldn't do anything, was talked down to, placed on hold for going on 25 minutes now trying to get a supervisor on the line. I am being prevented from communicating with my psychiatrist. This isn't legal. This is detrimental to my health and well-being.

  Business Response

  Date: 02/15/2023

  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, I am happy to report that our ********************** Team was able resolve and address your recent concerns. We appreciate your understanding on this matter. 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: 02/15/2023

   
  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:01/31/2023

  Type:Billing 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 14 charges on my Mastercard for ***** that has been paid to you. I HAVE NEVER USED YOUR SERVICE!!!

  Business Response

  Date: 02/14/2023

  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 are committed to promptly looking into and addressing all reports of billing and payment collection disputes.  At the time we were made aware of the report we reached out to the reporter. The purpose of our outreach was to obtain the necessary information. 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 who will refer you to our operations department to further address any questions or concerns.Thank you for choosing MDLIVE and best of health. 

• Initial Complaint

  Date:01/25/2023

  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.

  My insurance (Excellus BCBS) promotes MDLIVE for Telehealth visits, covered under my policy. I needed a Telehealth appt, signed up, input my insurance and credit card info to move forward. I completed the Telehealth visit on 5/3/22. On 5/16/22 I received an email from MDLIVE stating they were going to charge my card the full amount for the visit ($82). I called immediately, spoke to a rep, they mentioned that I didn't add "Excellus" to the insurance information. They went ahead and updated my account, told me I'm all set, my card would NOT be charged. In the coming days, I received multiple emails stating they were going to charge me the $82. I called immediately, each time and they said oh no, we have your insurance information, we will not charge you, don't worry. On 6/2/22 my card gets charged $82. I called MDLIVE and they said the reps (multiple reps) I spoke to weren't trained enough. To get my $82 I needed to personally file a claim with my insurance to be personally refunded. I didn't know any better, went through the steps to have my insurance tell me MDLIVE needs to file their own claims. I called MDLIVE (10/19/22) with my insurance on the line, and asked MDLIVE if they would simply refund me since multiple reps explicitly told me they would not charge my card. MDLIVE refused to refund me, said they would file a claim to my insurance, once processed, they would provide me a refund. MDLIVE finally filed a claim, with an incorrect tax ID, incorrect DOB, and sent it to an incorrect location. I called my insurance for an update (12/12/22), they informed me of these discrepancies, we called MDLIVE to request they resubmit the claim with the correct information, MDLIVE said they'd do so and expedite the claim. As of today 1/25/23, they have NOT submitted the revised claim, and have no record of this claim they were going to send "with priority" promised on 12/14/22. To get the runaround from MDLIVE for 9 MONTHS with no refund is unacceptable!

  Business Response

  Date: 02/01/2023

  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. Upon review and with the assistance of our account management team and ****************** your account has been corrected. For date of service in question your refund has been processed on 01/31/2023 in the amount of $82.00. Due to the date of the transaction, the refund must be processed in the form of a physical check. As discussed, 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. 

• Initial Complaint

  Date:01/17/2023

  Type:Sales and Advertising 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 was charged ***** by MD Live a few days ago and just noticed the charge on my account. I have NOT had any service from ** Live but once, and that was in December. I called the number on my bank statement and had to leave a message.

  Business Response

  Date: 01/26/2023

  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 investigation it was determined that dependent had a completed consultation for date of service in question. With the assistance of our account management team, the account in question was updated for date of service 12/15/2022 with a $15.00 copay. Refund was processed on 01/24/2023 for the difference of $67.00 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: 01/26/2023

   
  Complaint: 18829289
  
  I am rejecting this response because:
  I did NOT receive a communication at all.
  Sincerely,
  
  *******************************

  Business Response

  Date: 02/08/2023

  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 on 02/08/2023, date of service in question was for a consultation completed under a dependents account. The account has been corrected to reflect the appropriate copay of $15.00. A refund was processed for the difference on 01/24/2023 in the amount of $67.00 with Transaction **************.  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:01/15/2023

  Type:Customer Service 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.

  Tired to get an appointment. Put in my insurance got an error they could verify it. Called my insurance and they called them with me on the line. After reverifying everything is current and MDLIVE response is we need to escalated to a manger and there nothing they can do even though the insurance company said I am insurance.

  Business Response

  Date: 01/20/2023

  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 your patient experience. With the assistance of our ****************** team, your account has been corrected and currently reflecting the appropriate copay for the different services offered. 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.?