We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Health and Wellness

MDLIVE Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health and Wellness.

Complaints

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

Find a Location

MDLIVE Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/13/2022

      Type:Service or Repair 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.
      MD Live has a contract to provide telehealth to my insurance carrier, Cigna, and its subscribers. I called Cigna and requested telehealth on 10/3/2022. I spoke to an MD Live physician that night after a customer service representative asked for my credit card information. I was charged a co-pay of $55.00 to my credit card on 10/14/2022.In reviewing the EOBs with Cigna, Cigna determined that I had a $0 co-pay for telehealth. Cigna also sent payment for $55.00 to MDLive. I want a refund to my credit card for $55.00. I cannot understand why MDLive collected 2 co-pays, when ***** was the only party responsible. I have called MDLive through Cigna twice, and no one is able to explain the discrepancy. Such a waste of time and money.

      Business Response

      Date: 11/23/2022

      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 your refund has been processed on 11/17/2022 in the amount of $55.00 with transaction ID #***********. An attempt was made to contact you via the primary number listed within your MDLIVE account to further assist you and advice of the outcome. Unfortunately, we were unable to reach you and a message with call back information was left on your voicemail. Please allow up to 5-7 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:11/10/2022

      Type:Sales and Advertising 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.
      The business overcharged me. They initially said I was a cash patient even though they filed with my insurance carrier that same month of service December 3rd, 2021. I received my EOB and ultimately was able to prove I was insured. This took several calls with my insurance company and mdlive representative on January 13th, 2022. They assured me that they would refund me. I gave them 3 months. Refund never appeared. Then I had to repeat proof that I was insured and requested a refund on March 18th, 2022. Again no refund. So now 6 months had passed without this issue being resolved. I once again reached out on July 1st, 2022 and they reassured me I would receive a refund. Nothing. Now I'm upset so I guess my ticket gets escalated on October 4th, 2022 A supervisor calls and assures me a check will be mailed October 8th, 2022. Today is November 10th, 2022 No refund. I called again today and there seems to be a mail issue according to customer service. This business basically steals your money.

      Business Response

      Date: 11/17/2022

      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 escalated your request for $204.00 to our billing department.  As per our conversation we are happy to communicate your refund was approved. Since refund is in the form of a check, please allow up to 10 business days to receive the refund.   

      If you have any additional question, please contact our customer service line at ************ and speak with a Health Service Specialist to further address any questions or concerns. 

      Customer Answer

      Date: 11/18/2022

       
      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. As long as this check is received since the last check never arrived. I did receive a check number this time. I appreciate your assistance in this matter.

      Sincerely,

      ***************

    • Initial Complaint

      Date:11/02/2022

      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 had a consult on 10/3/22 with MDLive. I was charged $1 for the preauthorization while they verified my coverage. I kept receiving emails stating my insurance through ********** Blue Shield of Illinois (Member ID ************* was not yet verified and I would be charged $82 if it wasn't verified by 11/1/22. They advised to call customer service so I can be better assisted. I called customer service and was advised that I should disregard the emails because they're sending automatically and I should be fully covered. As 11/1/22 was approaching, I kept receiving more emails about my insurance not being verified. I called customer service again on 10/28/22. I was told that I have no payment, my insurance is completely verified and I won't be charged. Now on 11/2/22, I was charged $82 DESPITE being told I wasn't going to be. I called customer service again and was now told that my insurance was never verified and I need to submit a claims form to my insurance for reimbursement. This is disgusting and completely not right!!! I requested the agent escalate the call and have a supervisor listen to the calls I made. She advised a supervisor would call back, but I have yet to hear anything. I'm completely disgusted with how this was handled.

      Business Response

      Date: 11/11/2022

      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, upon eligibility investigation your plan is ************************************** HMO and MDLIVE does not currently support ************************************** HMO. We are happy to communicate your refund was processed on 11/10/2022 as a one-time courtesy due to the inconvenience encountered for date of service in question 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 notify 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: 11/14/2022

       
      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:10/31/2022

      Type:Service or Repair 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.
      I seen a DR on 10/1 it is now 10/31 and I was charged $82.00 at 3:32 am this morning! Im not happy! I want my $82 back!!

      Business Response

      Date: 11/03/2022

      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 transaction was voided on 10/31/2022 with transaction ID # ***********. An attempt was made to contact you via phone number listed within your MDLIVE account. 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 transaction void 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:10/06/2022

      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.
      We have Cigna health insurance policy number U51484791-01 Cigna customer service number is ************** MD ********* is the business complaint I have as well as Cigna the MD ******** number is **************. We have *************** as part of this coverage we have around the clock 24 hour live care doctors online that we have access too according to our policy with a ***** copay . We have confirmed this matter with our Cigna and MD live as well with multiple representatives at each company yet we are still being charged as if we have no coverage. There was a charge of ***** dollars charged 8/4/2022 for a service rendered by a online doctor at MD LIve for our youngest son. We called Cigna and they confirmed with MD live that we have coverage and a case was open back in August for a refund of the charges and we still waiting to be refunded for that charge. Here we are again 10/6/2020 with a charge of ***** dollars for services rendered for my Wife by MD live for a rash she had. We have spoken to several representatives at each company saying we have coverage but yet we are still being charged as if we have no coverage this is total incompetence by both parties no one can seem to figure this issue out mean while we are being put in a bind with our finances because these companies cant seem to handle business so I am reaching out for help. We are paying for health insurance every week ****** that is being taking out my check but I'm being treated as if I have no coverage for this MD ************ please help.

      Business Response

      Date: 10/18/2022

      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 dates of service in question refund was processed on 10/17/2022. 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: 10/23/2022

       
      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:10/01/2022

      Type:Service or Repair 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.
      On Sept 30 I contact MDLive online. A person called me back but I dont believe it was a doctor. I have a severe sinus infection and described my symptoms to the doctor. 4 days with a sore throat, cough that was now hurting my ribs, congestion, and bad headache. I was not getting better. He told me to take vitamin C and tea with honey. I was shocked to say the least. I needed relief from my symptoms. He also kept saying you know you know over and over which was confusing. I didnt go into ****** office as I didnt want anyone to get what I had. I would like my $82.00 back and Im still sick.

      Business Response

      Date: 10/06/2022

      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. Information was escalated to our Clinical Quality team for review by our Medical Director. Per our conversation, consultation treatment plan was further discussed and understood.  If you have any additional questions or need assistance with updating your insurance information, 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:09/26/2022

      Type:Customer Service 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 called MD Live twice - 8/21 and 8/25. My insurance company promotes them, and I've used them in the past with no issues, but not these two times. The calls both went fine and the doctor's were helpful and I was happy with the treatment. As soon as I was finished with my calls I started getting numerous emails from MD Live saying I needed to verify my insurance. I called into MD Live and the rep told me that my insurance was inactive and to call my healthcare provider. Very untrue. I called my healthcare provider and they called MD Live, and the conversation was recorded. The MD Live Rep and I went through all of the information they had, which was all correct. She told me that all of my insurance had been verified and that they would submit to my insurance. Fast forward a month. No claims have been submitted to my insurance, and I am being charged the full amounts of both visits - $82 and $55. What a scam! You just don't file claims and then when X days have past you can say oh you haven't verified your insurance, so we are going to charge you the full amount. I am working with my HR rep and they are working with my healthcare rep and they requested that a ticket be opened to investigate this further. I would like my money refunded! I have no problem paying my $20 co-pay, but I am not interested in paying the full visit amount when I have insurance. Don't participate with insurance if you don't feel like bothering to submit the claims!!!! Callers beware - you will likely end up paying for the full visit and having to fight to get things done correctly, and fairly!

      Business Response

      Date: 10/06/2022

      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, we were able to determine your current coverage. We escalated your request to our billing and claims department. We are happy to communicate your refunds were processed on 10/04/2022 in the amount of $62.00 for date of service 8/21/2022 with transaction ID # *********** and for date of service 8/25/2022 in the amount of $35.00 with transaction 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: 10/07/2022

       
      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:09/07/2022

      Type:Order 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 was told I would receive a link to send in photos of the skin issue I was having and was hung up on by the doctor and never sent the link. I can now not schedule another appointment because it states I was already seen by a doctor. I was not seen by anyone. I would like my $44.00 back and to not be charged. I think this is highly unethical.

      Business Response

      Date: 09/13/2022

      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. Per our conversation, upon investigation by our clinical team, it was determined no photos were uploaded at the time of original consultation. Provider attempted to send link for photo upload and was unsuccessful.Our records show you were scheduled with a second provider after photos were uploaded and treated. You were advised your account was only charged for the second 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:08/30/2022

      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.
      On November 3 2021, I used the mdlive app that my employer has in place for us to use and was told it was covered through our insurance. I did the visit only for the prescription to get sent to the wrong pharmacy and ended up seeing a doctor in person the next day to get it resolved. I ended up getting billed $82.00 for the visit even though I was told it was covered through my employer. I called Mdlive and requested a full refund and was told it would be refunded but that it would take up to 90 days to get refunded. I still have not seen a refund and every time I call and get an employee on the phone, they bounce me around and I get put on hold for a supervisor and I finally hang up because no one ever picks up as I am currently writing this I have been on hold for 45 minutes. I just want my $82.00 refunded that should have been in my account already back in March.

      Business Response

      Date: 09/06/2022

      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 billing department, we were able to review your account and determine a refund is warranted. A refund in the amount of $82.00 for date of service in question will be processed in the form of a physical check. As discussed, please allow up to ***** business days from 9/01/2022 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: 09/06/2022

       
      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:08/18/2022

      Type:Billing 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.
      My complaint is similar to others here. On January 8, 2022, I had an appointment with a doctor. The doctor was a compassionate professional. However, MDLIVE made a mistake in my billing. I contracted to pay $1 for the visit, but MDLIVE charged me $82, an unreasonable sum to which I would never have agreed. MDLIVE would never handle any matter by email. I called them and spoke to a courteous customer service representative who assured me that MDLIVE would credit my card in something like 45 business days. That credit never arrived. I do not want to contact the company again, because I am certain that it will simply offer me false assurances until I surrender the $81 that it owes me.

      Business Response

      Date: 08/23/2022

      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 billing department, we were able to review your account and determine a refund is warranted. A refund in the amount of $82.00 for date of service 10/29/2021 will be processed in the form of a physical check due to the length of time of consultation date. An attempt was made to contact you via the primary number listed within your MDLIVE account to further assist you and advise of the outcome. Unfortunately, we were unable to reach you and a message with call back information was left on your voicemail. Please allow up to ***** business days to receive check. 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.

    MDLIVE Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.