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:01/13/2023

  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.

  On 10/08/2022 I completed a virtual doctors appointment using MDLIVE. I made sure that this appointment would be paid by my insurance company by first contacting my insurance and MDLive. When I registered for the service I was asked to provide a credit card number which would be used as security just in case my insurance didnt pay. After my virtual visit I noticed a $1 charge to my account from MDLive. I called MDLive to inquire and was told the charge was for security and if my insurance company didnt pay my account would be charged $49. From 10/10/2022 until the 12/12/2022 (the date $49 charge was posted to my account) I have been trying to resolve this issue. My insurance company Humana states that theyve never received a insurance claim from MDLive and now MDLive is telling me that it was my responsibility to submit a claim form to my insurance company, which doesnt make sense! Nonetheless, while trying to submit a claim form to my insurance company I was told I need a receipt for services rendered by the physician from MDLive as proof of my payment. Now Im having problems obtaining a receipt from MDLive! I called MDLive again on 01/05/2023 to obtain a receipt and I was transferred to three departments and finally told that I needed to speak with a supervisor who would contact me. Well a supervisor did call me last night 01/05/2023 and told me that she would have to do some more research. My MDLive patient account #********. What in the world!!

  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 our patient experience. We escalated your refund request for $49.00 to our billing and claims department. We are happy to communicate your refund was approved with Transactions ID: ***********. 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. 

  Customer Answer

  Date: 01/20/2023

   
  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:01/12/2023

  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.

  My ********** Blue ******************** with MD Live for telephone or web doctor visits. I had a consult with MD Live physicians on 10/22/2022 and 10/29/2022 both times I provided my BCBS plan information. They processed the claim for the 10/29 visit correctly and billed my card for a $15 copay. But the first visit was not processed via ********** and my card was charged $82. I attempted to provide my insurance via their web portal which failed, I called MD Live 3 times over several weeks beginning 11/10/2022 and provided the insurance information again; each time they promise to call me back with a resolution but never do. I want this matter resolved immediately I do not plan to take any more of my time calling this company. I am also going to notify BCBS of the issues since MDLive is a provider for ********** Blue Shield.

  Business Response

  Date: 01/18/2023

  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 1/17/2023 in the amount 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. 

• Initial Complaint

  Date:01/12/2023

  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 ********************************* and MD Live is $15 on my plan- it specifically states that MD Live is $15 on my insurance card. I recently received a bill for $82. I would like to have my $67.00 back that I was over charged.

  Business Response

  Date: 01/19/2023

  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. With the assistance of our account management team and ****************** your account has been corrected for date of service in question. Per our conversation we are happy to communicate your refund was processed on 1/19/2023 in the amount of $67.00 with transaction ID ****************** 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:01/08/2023

  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.

  There are 4 charges of $82 on my bank account and I have never contacted you or had any kind of session with anyone there!!!

  Business Response

  Date: 01/13/2023

  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 will need additional information in order to further research your issue. If you are concerned with providing MDLIVE with additional information, please contact your financial institution for assistance with 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. 

• Initial Complaint

  Date:01/07/2023

  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.

  Charged $50 that they put on my credit card for an appointment I did show up to. Talked to therapist and she said I should not be charged. I talked to them and they said I cancelled when in fact I talked to the therapist. I made this appointment to get help and in the end they charged me $50 for an appointment that was supposed to be free through insurance. I would like the charge reversed.

  Business Response

  Date: 01/12/2023

  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. We escalated your refund request for $50.00 to our billing and claims department for date of service in question. We are happy to communicate your refund was approved and processed on 01/09/2023 with Transaction ID: ***********. 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:01/01/2023

  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.

  Ive used MDLive before and Ive never had an experience like this. I was having female health problems, and I received a male clinician for my appointment(which I have no problem with). I told him my symptoms and that I usually get BV (bacterial vaginosis) throughout the year and I was trying to get treated for that. He kept dismissing my input and saying that he thinks it was a yeast infection(which I rarely ever have/had). I asked him if it was possible to put in a prescription for both just in case it was one or the other and he opposed that saying that he couldnt put a prescription in for both, which is unreasonable. He put the prescription in for yeast infection medication instead. In the end, It was like he was ******* to end the call. I said thank you and he just ended the call.

  Business Response

  Date: 01/10/2023

  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. Upon review of your account, refund was processed on 01/03/2023 in the amount of $25.00 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. 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:12/22/2022

  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 tribe has a contract with MDlive. The last two times I have tried to use it have been unsuccessful. The last time was Dec 1 and I waited almost two hours. They told me my consult had been accepted by ************************* and he never called. Then the app called and said I missed my call. Didn't even bother to try again. Today I tried to make an appointment for my son. I registered him on the app and everything. Waited over an hour then a consult was taken by *************************. He told me curtly it was showing under my name and then hung up on me, and wouldn't even listen to me. I then tried to make another appointment with screenshots that it was under my son's name. Another Doctor connected with me. Dr. *************************** said it was again showing under my name. I told him that I had registered it under my son's name and did all I could. He at least apologized and tried to get a service ticket going but was not able to see my son. While I understand this, this issue is not on my end. It is something in their system that is causing undue harm to clients trying to be seen. I really hope my tribe isn't paying for these services when they aren't even occurring. I also want to make a complaint against Dr. ************************* for extreme unprofessionalism. I too am a provider and no way would that ever fly in my field. The pictures included are screenshots that it is under my son's name and not mine.

  Business Response

  Date: 12/30/2022

  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. Several attempts were made to contact you via the primary number listed within your MDLIVE account to assist you. Unfortunately, were unable to reach you and messages with call back information were left on your voicemail. If you have any additional questions, please contact our customer service line ************** 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: 01/03/2023

   
  Complaint: 18630303
  
  I am rejecting this response because: I am a provider myself during the day. They called and left voicemails with names and the number to the general MDLIVE number. No extension was ever given. Due to my limited time during business hours because I myself am a provider I was only able to attempt call backs a few times. And when I did they were always over call volume with longer wait times than expected. When I had enough time to wait and go through the phone prompts and finally speak to a live person and tell them while I was calling they told me they would transfer me to escalation where I was immediately placed on hold again and waited until I got a voicemail. These calls are said to be recorded so they should have this voicemail. I left voicemail informing them I too am a provider and that I would prefer an email and not phone calls. Yet they attempted to call again days later with again no extension. As you can see attempts at calling and leaving voicemails with a general number and no extension is not a real attempt to resolve the situation, just a check **** on their end. Email me at ****************** I prefer the paper trail anyways. Attachment of screenshot of time I was actually waiting to speak to the escalation before I was given a place to leave voicemail. 

  The situation with my son obviously has passed as he was taken to a doctor the next day and treated. I am still not happy with the level of care that I have received the past few attempts at care and still have no knowledge why I signed my son up and it shows me when the Doctor calls me back. The level of professionalism shown by a Dr. ************************* was non existent, when he hung up on me. I am also in process of escalating this to our tribe as it is a program they are partnering with. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/12/2023

  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. We apologize we were unable to contact you at the original date and time requested. Several attempts have been made by our Clinical Team to request a new follow up time that we can further address your concerns. 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: 01/12/2023

   
  Complaint: 18630303
  
  I am rejecting this response because: At this point I really don't understand why it is so difficult to respond via email. Despite previous requests to get this resolved via email, I am consistently ignored and instead have to play phone tag to a company that clearly isn't respecting my time. Yes you will always reach my voicemail during the day time. That is why I asked for a time of 6pm cst when I would be available. However, if it were email I could respond and you could respond in a much more prompt manner. Just like you respond to these emails to BBB. I am a provider, as I have stated such previously. I have maybe **** minutes between my sessions during the day. I am in private practice and in order to see all the clients I have, I have to work through lunch breaks. Therefore the only time available I have to call people back are in the rare cases of cancellations or evenings. Just as your time is limited, so is mine. Why is yours more important? When you call me you leave a quick voicemail and it takes 1 minute of your day. When I can call back, because I am never given any extension, I have to wait on a line and speak to someone off and on for 15 minutes, of which I generally do not have. And even then I am unsuccessful at waiting and reaching someone.

  **********************************************************************************
  Attached in link above you will note a recording of three voicemails from ******** and a recorded call from me. The 1st was on 1/4/23 asking for a time to call. The second starting at time 0:53 was her telling me she couldn't call me back at that time, the third from today, starts at 1:49 in. After that voicemail there is a recording of the time on 1/5 that I called and made an attempt to speak to someone. At 6:35 in I spoke to a ********, who tried to help me and put me on hold to wait for a supervisor, at 11:48 she was still unsuccessful and for the first time made the observation that I had two accounts and asked to change one to my son's name. This was one of my complaints as you will note in the recording. She was able to quickly resolve that issue, I "believe". I was again placed on hold for several more minutes and at 16:05 in she came back on stating she was unsuccessful still. I told her at that time for them to call me back at 6 p.m. the following day. A time I was available as they requested in the previous voicemail. It is not my fault they weren't available at that time. 

  
  So as requested previously I am requesting an email. Emails to use include ******************* which is the email these BBB responses come to or ***************** I will not play anymore phone tag as that has proven to be no more than a smoke screen of attempts made on your part. So DO NOT, I repeat "do not" attempt to call me again! I want to resolve this as I am more than exhausted by it all. Since it appears ******** was able to fix the issue with my son's account I am hoping that prevents further issue on that. But you need to speak to your app developers, particularly the AllyHealth app, which is who we are told to use for your services by our tribe (Citizen Potawatomi Nation), as there is nowhere on the app to indicate this would be an issue or how to avoid it. A simple email noting these points and an apology for wasting my time would be an ideal way to actually resolve this issue. As well as an apology for one of your Doctors, ************************* hanging up on me after I tried to talk to him about the problem with the accounts in the first place. 

  
  So to clarify because I really feel I am not being heard which is amplifying my complaint, not satisfying it, here are the steps to resolve this issue. It really is this simple.

  
  1. Email me at ****************** or ***************** DO NOT call me. 

  
  2. Note that the issues with my son's account has indeed been resolved by ******** and it is no longer showing as a duplicate account of mine, but with his name and ***. It is now under his name, *****************************. Just simply clarify that and the fact if I were to use your service for him again that it would indeed work. I have also created accounts for two of my other children and hope theirs is also showing in separate accounts and I wouldn't run into this issue again if I tried to have them seen.

  
  3. Apologize for wasting my time and ignoring my request at emails to resolve the issue. 

  
  4. Apologize for one of your providers, Dr. ************************* for being unprofessional and hanging up on me when the issue first appeared. Also maybe praise Dr. *************************** for at least hearing me out and trying to resolve issue but was unsuccessful from his end. *********************** (no last name) for acknowledging my frustration when I called and making attempts at trying to get me heard and making the attempt of fixing the issue with the accounts. 

  
  5. Contact your app developers of AllyHealth and have them indicate on the app what a person needs to do to avoid this in the future and let me know that was done.

  
  If these 5 simple steps are taken to address the issue I will consider this matter resolved. I am not leaving you in a "no win" situation. I feel I am making it relatively easy. This issue honestly could have been resolved in one day via email as I am very quick to respond to those as best as I can because I do not have to wait on hold for the possibility to speak to someone and can squeeze them in between sessions. It may be in your best corporate interest to understand that this has become a preferred method of communication for many people as it respects their time. It is considered one of the more inclusive means of communicating in today's busy world. As a consultant for better diversity, equity, and inclusive practices I highly advice your corporation to understand this and perhaps talk with your own diversity, equity, and inclusion director about this. If you do not have one, it would be advisable to get one to possibly avoid further escalations of this matter. Thank you.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/12/2022

  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 11/06/2022 I used MD Live which was recommended by my Health Insurance "Excellus Blue EPO".After logging in, I attempted to make an appointment but couldn't do so unless I either paid $82 or added insurance information. Once I added my insurance information and credit card I was able to move forward. If I use mdlive, i don't have to pay a copay and after the app ran my insurance, it told me the same thing. On December 11th I went grocery shopping only to discover upon checkout that my card was declined due to insufficient funds. MD LIVE charged me $82 on December 11 2022. I did not agree to pay nor was I notified at any time that a charge was about to take place or that my insurance didn't cover the visits. I want my $82 dollars back. Idk what they did or didn't do, but the whole reason I used this service was because they accepted my insurance and my insurance told me I can use mdlive at no cost to me.

  Business Response

  Date: 12/19/2022

  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. With the assistance of our account management team, we were able to determine your current coverage. We escalated your request to our billing and claims department. We are happy to communicate your refund was approved on 12/19/2022 for date of service 11/06/2022 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 the 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: 12/23/2022

   
  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:12/06/2022

  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 used MDlive to see a doctor in August. MDlive had the wrong insurance for my account so they billed the wrong insurer for the visit. Since the visit was rejected by the insurance, I paid the $80 fee for the visit. After correcting the insurance info, MDlive asked that i file a claim with my existing insurer so I can get the amount reimbursed. MDlive's process is that my insurer pay them the amount and then they in turn they reimburse me. After multiple calls of going back and forth (because their employees are not familiar with their own processes), my insurance company paid MDlive the $80. Then i went back MDlive and asked them to reimburse me the amount. They said, the process takes 45 days. After the time passed, they still didn't reimburse me the $80. I called them to check on the status and they said I had submit an explanation of benefits. This company is a fraud and has no clue what it is doing. I advise anyone out there to avoid dealing with company. Four months have passed and I have yet to get my $80 reimbursed and keep getting the runaround. I am planning on taking them to court if i don't get my money back within the next month.

  Business Response

  Date: 12/14/2022

  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. Per our conversation we are happy to communicate your refund was processed on 12/09/2022 in the amount of $82.00 with transaction ID #***********. 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:11/18/2022

  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 sought medical advice from a telehealth provider in September given the challenges in accessing local health services in a timely manner. I googled telehealth services and found the provider. I was hesitant about using them but saw that they accepted my insurance and had immediate availability. First of all, my insurance covered nothing. Secondly, the services were absolute garbage. I have seen over and over again that male providers dismiss complaints from female patients due to biases that presume loud complaints over minor issues. In the past, I have had a male physician look at and dismiss a recurring staph infection. Im hindsight I should have sued him. It became MRSA and was very painful. I almost lost a leg. This situation was shockingly similar but with less devastating consequences. I came to him with the complaint of recurring infections in my mouth. I have had a recent issue with thrush, which, as a 35 year old healthy woman, I should not be having. He dismissed it as canker sores and prescribed me oral ointments, which I requested he not do. The pain *****, but what I wanted was an answer or even a conversation! But, as per the usual with male providers, my serious issue that suggested I may be immunocompromised, was ignored. I tried calling MDLive multiple times. They would take down my info every time like they had no record of previous complaints and then assure me a call back. The returning phone calls all came in before 7am and had no name or direct call back number. This meant I went through the same system over and over. Its a sick joke of a medical provider. I want my money back and I want you to be transparent with your clients. Just tell them youre not in the medical business; youre in the business of fraud.

  Business Response

  Date: 11/29/2022

  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 appreciate your feedback, and we continuously strive to improve our patient experience. The Clinical Quality Team reviewed your consultation with the provider and apologize for the inconvenience you encountered.  As a one-time courtesy,we have removed the outstanding balance for the date of service in question. Several attempts were made to contact you via the phone number listed within your MDLIVE account. Unfortunately, we were unable to reach you and a voice 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.