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Business Profile

Health and Wellness

MDLIVE Inc.

This business is NOT BBB Accredited.

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Complaints

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

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MDLIVE Inc. has 2 locations, listed below.

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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

    Customer Complaints Summary

    • 212 total complaints in the last 3 years.
    • 86 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/17/2025

      Type:Product Issues
      Status:
      Unanswered
      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 am writing to formally lodge a complaint against MDLIVE due to persistent and unresolved issues concerning incorrect copay charges for their services. My interactions with MDLIVE have been marked by significant delays, misinformation, and a lack of resolution, which I believe may indicate a broader pattern of deceptive trade practices.On January 25, 2025, I informed MDLIVE that their website was erroneously requiring a copay of $53 per visit. According to my insurance provider, United Health, the copay should be $0 since my annual deductible had been met. The MDLIVE representative assured me that a ticket (PS-143983) would be initiated to rectify the issue.Over the ensuing weeks, I consistently reached out to MDLIVE for status updates on the ticket. Each inquiry was met with the response that the ticket remained pending, with no resolution timeline provided. On February 10, after speaking with a supervisor, I was incorrectly informed that my deductible had not been met, and the ticket was closed. However, upon a joint call with United Health, it was unequivocally confirmed that my deductible was indeed met, and the copay should be $0.Despite assurances from multiple MDLIVE supervisors that the ticket would be reopened and escalated, the issue persisted. United Health consistently verified the $0 copay, even providing the policy terms directly to MDLIVE supervisors. Nonetheless, as of March 27, the matter remained unresolved, with MDLIVE refusing to adjust the copay despite United Health's direct intervention.On April 6, United Health notified me that they had repeatedly contacted MDLIVE to request the copay adjustment, but MDLIVE continued to refuse. Again, on April 17, I was informed that the ticket would be escalated, yet no resolution timeline was ********** my research, I discovered numerous similar complaints from other MDLIVE users, suggesting a systemic issue of incorrect copay charges and prolonged refusal to reimburse overpayments.

    • Initial Complaint

      Date:04/02/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 paid MDLive $290 out-of-pocket on two occasions when I should have paid $0. My son has two insurance coverages, both of which MDLive is In-Network with (confirmed via 3-way call with MDLive and the insurance company). The initial visit, DOS 3/16/25, CPT billing code *****, was used with a $290 fee. MDLive did not send the bill to Cigna nor Aetna. I sent the bill to Cigna, and sent the bill and EOB to ***** asking for reimbursement. ***** has stated they only pay the provider. On the second visit, DOS 3/23/25, CPT billing code ***** was used with a $290 fee. Again, MDLive did not send this bill to either insurance company. This visit was 8 minutes and 5 seconds- and can be verified with chart notes in the file. CPT code ***** is a level 3 visit and is time-driven. The face-to-face time does not meet the requirements for billing this code. When I sent this second bill to CIGNA, CIGNA changed the allowed amount to $115, paying $0 of the allowed amount. I have sent the reimbursement request to ***** again, asking for reimbursement. After speaking with MDLive- they claim they don't give the reimbursement, and I should seek reimbursement from the insurance company. MDLive is overcharging and getting double-paid. I need MDLive to reimburse me $580 and bill the insurance providers, whom they (and the insurance companies), confirm they are in network with. I also need them to recode the billing for DOS 3/23/25 and bill the correct allowed as currently their billing is fraudulent.

      Customer Answer

      Date: 04/04/2025

      This website is not allowing me to attach the release of information. Please advise. 

      Customer Answer

      Date: 04/04/2025

      Release of information

      Customer Answer

      Date: 04/04/2025

      Release of information

    • Initial Complaint

      Date:03/24/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 utilized MDLive for 2 Psychotherapy visits: on 3/4/25 & 3/10/25. I have already met my Maximum Out Of Pocket (MOOP) for 2025 with my Excellus BlueCross/BlueShield plan. MDLive has never submitted these claims to my insurance provider, rather have charged my credit card. I called them & was told they would look into it through a refund request which I do want, however have now had to go to a different provider as they cannot seem to process a simple insurance request. I'm including MDLive statements, insurance info showing no claims have ever been submitted (I also called to verify) & my HSA statement showing the money deducted form my account. I also called my insurance ************** confirmed both that they cover this service & that there have been 0 claims submitted.

    • Initial Complaint

      Date:03/20/2025

      Type:Product Issues
      Status:
      Resolved
      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 08/26/24 I used MDLIVE for a dermatologist appointment. I was required to pay ***** before receiving treatment. On 08/31/24 my HRA sent them *****. I reached out to Cigna who in turn called MDLIVE. First they said I was never charged (WRONG) then, they agreed, with no timeline, that I should be reimbursed. After still not hearing anything, I called MDLIVE on 11/18/24 and spoke with *****, she noted it had been more than 45 days and she would send it to be processed again. On 03/06/25, I got ahold of Cigna again and they spoke to MDLIVE who said they sent me the money in December of 2024. I have never received payment. They said someone from their finance department would contact me. Still nothing.

      Customer Answer

      Date: 04/09/2025

      MDLIVE sent me a check for the ***** they owed me.  I appreciate your help in the matter.  

    • Initial Complaint

      Date:03/15/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      ******* refuses to submit bills to my insurance carrier for processing. I have called multiple times and was assured all would be remedied. I was given a ticket number to reference. When I called for a status, there was never a ticket filed! Every time I call they make me jump through hoops calling the insurance company with them on the line to confirm that the bills are not being sent. There is never a resolution. Ive spent countless hours dealing with this. In the meantime I cannot meet my deductible because the bills are not sent in and they keep making me pay out of pocket. All I want is for them to send the bills to the insurer!!!

    • Initial Complaint

      Date:03/03/2025

      Type:Product Issues
      Status:
      Unanswered
      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 am writing to formally file a complaint regarding the cancellation of my telehealth appointment due to a dropped call and the lack of an efficient reconnection process. Below are the details of my experience:Date of Appointment: Today, March 3rd Time of Appointment: 9:45 AM Amount Paid: $50 Service Expected: A remote doctor consultation through MDLIVE Nature of Dispute: My appointment was abruptly disconnected due to a dropped call. I attempted to return the call in less than a minute, but there was no direct way to reconnect with the doctor. Instead, the callback number led to MDLIVEs general customer service line, where I was met with excessive wait times of ***** minutes. Additionally, the system dropped my calls multiple times during the process. As a result, my appointment was canceled, and I was left without the medical consultation I had scheduled and paid for.Businesss Response: As of now, I have not received any resolution or assistance in rescheduling my appointment. This situation is extremely frustrating, as it was through no fault of my own that I was disconnected and subsequently unable to receive the service I paid for.Request for Resolution: I expect MDLIVE to provide an immediate resolution, whether by rescheduling my appointment at no additional cost or issuing a full refund for the $50 I paid. Additionally, I urge MDLIVE to implement a more effective way to reconnect patients with their providers in cases of dropped calls to prevent this from happening to others in the future.Please provide a prompt response regarding how this matter will be resolved. I look forward to hearing from you as soon as possible.

    • Initial Complaint

      Date:02/24/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      This s***** app is constantly bugging out and refusing to accept my insurance. I will call my insurance and MD LIVE customer support and ask them what the heck is going on and they won't even know! My insurance will say they cover it, give them my info, and they'll say they accept it, and yet I'll open the app to make an appointment and see that I have to pay full price! I'm sick of it! I want to be able to access Healthcare but I can't because the app is always glitching!

    • Initial Complaint

      Date:02/21/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 a vendor of my health insurance company ***** that I used on 1/3/25 to refill a prescription medicine. At the time of service I provided my debit card that Mdlive was supposed to bill my responsibility for the service after they submitted a claim to Cigna. Several weeks later I received an email to confirm my correct insurance information or they would bill my card the whole $89 to my card. I immediately used the provided link to update it but they already had the correct information. Upon seeing this i immediately called them and once again verified verbally they had the correct information and they said they would submit the claim and they would not bill me until after sending the claim. The claim was never submitted and they billed my card the full amount. I called three more times in addition to Cigna calling them twice and every time they said they would submit the claim and refund my card and to this date they have not. Before contacting the NY state attorney general I'm hoping you might be able to assist with a resolution. Thank you in advance for any assistance you can provide

    • Initial Complaint

      Date:02/16/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 used MD Live in the past when I was covered by *****, which I no longer have as my insurance provider. I now use Ambetter and when attempting to use MD Live services, I cannot make a new account or update my insurance information in the system, rendering me unable to use the services my insurance provides that I pay a lot of money for. I have emailed their "customer service" about this ridiculous problem already and was told I would have to make a new account. I can't seem to get an actual english speaking human on the phone when I call. I tried to make a new account online and get an error telling me that I would have to access my old one instead and update it. Rinse and repeat. This has been ongoing since Janurary.

      Customer Answer

      Date: 02/22/2025

      I was contacted by somebody in customer care and they helped me remedy the issue I had. 

    • Initial Complaint

      Date:02/07/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      Dear Better Business Bureau,I am writing to formally file a complaint against MDLive regarding an unjustified no-show fee that I was charged despite adhering to their cancellation policy.Details of the Issue: -Appointment ************ Friday, February 7, 2025, at 10:00 AM CST -Cancellation ************ Thursday, February 6, 2025, a few minutes before 10:00 AM CST -Companys Cancellation Policy (as stated on their website): You can cancel your appointment and receive a full refund, provided you cancel at least 24 hours before your appointment time. -Issue: I canceled exactly 24 hours before my appointment, which complies with their policy. I received an email confirmation of my cancellation immediately after. However, I was still charged a no-show fee.I contacted the companys customer service, and they incorrectly stated that I needed to cancel before the 24-hour window, which contradicts their published policy. Despite providing proof of my timely cancellation, they refused to reverse the charge.

      Business Response

      Date: 06/15/2025

      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 inconvenience you have encountered; and thank you for your patience. We attempted to contact you on 6/15/2025, around 12:45pm EDT, however, we were unable to reach you. Weve processed the refund of $50, and it will show back to your original form of payment within 2-3 business days. If you have any additional questions, please contact our customer service line on ************ and speak with a Health Service Specialist to further address any questions or concerns.

      Customer Answer

      Date: 06/16/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***** Iliana ********

    MDLIVE Inc. is NOT a BBB Accredited Business.

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