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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

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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:02/04/2025

      Type:Product 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.
      Transaction was 2/4/25. I was charge $47 for a service that should have been covered for $0 by my work healthplan. I paid it because I am sick and need a prescription. The provider was horrible and I received nothing from them. I would like a refund for the money they wrongly charged me.

    • Initial Complaint

      Date:02/03/2025

      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.
      Date of transaction: 2/3/2025 Amount: $105.00 Im filing this complaint because I was not able to be seen by my VCP and he told me to reschedule. I contacted MDlive to get my money back, as the provider told me to do. And they said they cant refund me. They expect me to be okay with paying $105 for a 2 min phone call!!!

    • Initial Complaint

      Date:01/30/2025

      Type:Billing 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 referred to MD Live by my insurance (BCBS of Tx) for a telehealth appointment on 12/7/24. I was asked to give my credit card number to authorize MDLive to put temporary hold for $1 on my account but that they would charge me $89 if I didn't confirm my BCBS member number with them within 30 days. They said that once I confirmed my member number they would not charge me the $89. I called and confirmed my number within a couple of days. I called near the 30 day limit to make sure they were not going to charge my account and they assured me they would not. Well, they charged me the $89. I have called MD Live numerous times asking them to reimburse me for the wrongful charge. I have even had a call with them looping in my insurance *** who verified that I was covered and should not have been charged. On 1/16/25 I was told a ticket had been submitted and that I was going to be reimbursed the $89. When I called today asking why I hadn't received the reimbursement funds yet, they wanted me to ***eat the entire request process again. I would like your help getting MD Live to reimburse the $89 they wrongfully charged me.

    • Initial Complaint

      Date:01/22/2025

      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.
      On Dec 24, 2024, I used MDLive's ********************************** for a healthcare concern. On Dec 31, 2024, I used MDLive's ********************************** for a different healthcare concern. I learned after Dec 31 that MDLive had created two separate customer profiles for me -- one with decade-old insurance that's no longer valid, and one with my current, valid insurance. My name, DOB, email, and phone were the exact same in both customer profiles. ******************** incorrectly charged the decade-old insurance for the Dec 24, 2024 appointment. I told them so, and they said they fixed the issue, but I continued receiving emails that I needed to "verify" my insurance or else they would charge me extra. Between Dec 31 and Jan 21, I called MDLive no fewer than 15 different times about this same issue, to no avail. They said they merged my customer profiles, but they didn't because I keep getting fraudulently charged. They said they submitted an IT ticket on Jan 9, but this didn't result in anything different. I asked for escalated calls back, no one ever returned my calls. I emailed them at least 10 different times about the same issue, and they kept telling me to just call them... but I DID call them. Repeatedly! MDLive continues to commit credit card and insurance fraud, and is in violation of ***** for repeatedly failing to update my insurance and customer profile.

      Business Response

      Date: 06/14/2025

      Thank you for choosing MDLIVE by ********* 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 spoke with you in February and requested a refund, our records indicate the refund was processed on 4/2/******** should have received the refund within 2-3 business days back to the original form of payment. 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. I will add, however, that the incident occurred in December 2024 and it took the business until April 2025 to acknowledge me. 

      Sincerely,

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

    • Initial Complaint

      Date:01/21/2025

      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.
      MDlive refuses to provide me services even when my insurances covers it at 100% without a credit card. I've had ********* of ***** confirmed coverage with them on several occasions. Even MDlive agents have said that I'm covered at 100% yet I'm unable to make an appointment without a credit card. I do not have a credit card. Please fix MDlive website so that clients that have full coverage at 100% can make appointments.

    • Initial Complaint

      Date:01/19/2025

      Type:Product 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 had scheduled an appointment online through the MD site. On the date of the appointment I was on the site awaiting my Counselor to log on and was REPEATEDLY kicked off the site. I kept logging on and getting kicked off and then suddenly the appointment was no longer available. I contacted my counselor immediatly and rescheduled the appointment. A few days later I WAS CHARGED FOR A MISSED APPOINTMENT. I called MDLIVE immediately and was told to wait until the charge went through. I have contacted MDLIVE and cannot seem to get resolution, refund or even someone to LISTEN to the problem. I am told it is a copay. THAT IS INCORRECT, there is NO COPAY for these visits!!!!! THIS IS THEFT. I was then CHARGED AGAIN in January, 2024. On my bank statement it is marked as a REOCCURING CHARGE. AGain, this IS INCORRECT. I don't even have the same insurance company for 2025! AGAIN, I called MDLIVE trying desperately to clear this up. I get the run around, I get the response that these are copays. THESE ARE NOT ******. I cannot seem to get anyone to clearly understand or even process a refund. I went online on their site and deleted my credit card information and even filed a fraudulent charge with my bank and got a new credit card. Im not even sure how they were able to charge me the second time. THIS IS CLEARLY THEFT AND FRAUD. I will not stop filing grievences with every government agency about this issue until I get my money back. I will never use MDLIVE again. I DEMAND A REFUND.

      Business Response

      Date: 06/23/2025

      Thank you for choosing MD Live by Evernorth 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. Thank you for speaking with me on 6/23/2025, as discussed, weve processed two $90 refunds, one on 1/9/2025 and the other on 1/25/2025.  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.

    • Initial Complaint

      Date:01/18/2025

      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.
      MD LIVE IS A SCAM. You are directed there by your inurance and then told they cant verify you. They say oh just give us payment info and your insurance will sort it later. They them bill you out of pocket and never submitt a claim. **** should be ashmed and sued in open court for this. They took (swindled) two payments of ************************************************************************** unless I PAID THEM AGAIN! PAY for contact, this has to be illegal and will be contacting my elected *****

    • Initial Complaint

      Date:01/17/2025

      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 requested alternate appointment times from my provider. He provided one time that conflicted with my work schedule. The automated text system asked me to confirm that the time would work for me on 1/16 at 10a. It offered me the option to cancel that appointment and schedule a new one. I scheduled the new appt for 1/21. When i went to cancel the appointment I never agreed to, the system said it would charge me $50 because I was cancelling after the 24 hour period. I called MDLive and spent 30 minutes on the phone being told I would be charged and they were sorry but that was just how it was handled. I asked the issue to be escalated and they said it would be 48 hours for someone to get back to me. I contacted my provider and explained what happened. He cancelled my 1/17 appointment and said it was no problem. I woke up today to see that MD Live has charged me $25 for the 1/17 appointment, $50 for the "late" cancellation, and another $25 for the 1/21 appointment. I tried the online agent today and it cut me off while I was typing a response because I took too long (over 2 minutes). I love my provider but am likely going to leave him because MD Live is so exhausting to deal with.They also have a policy that the provider can miss an appointment or be very late and you have to wait the whole hour online or YOU get charged the cancellation fee. (This happened to me, too.)I'm very frustrated.

    • Initial Complaint

      Date:01/17/2025

      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.
      MDLIVE telehealth website initially asked for my credit card when I signed up through my ****************************** website in August 2024. I navely provided it. When I first saw charges to my card, I called them and provided insurance information. They promised to refund my money within ***** days. Never did. Another charge occurred in November 2024 when I logged into MDLIVE for another appointment and there was no link to follow for the appointment. They also promised to refund that. I contacted my insurance, filed a grievance, got a letter back, and still nothing happened. When ********* was contacted AGAIN, they said I could get reimbursed by sending receipts in. So I got receipts from MDLIVE's website. They had altered my receipts in their website to say the second charge was for an October visit that I assumed had been correctly charged to my insurance because it wasn't charged to my credit card. My **** statements would confirm this because the Nov. appointment was charged the same day I couldn't find a link (where I had successfully twice before) to and I'd called BlueCross to complain. (I've not gotten a payment from ********* either.) (I tried unsuccessfully to upload supporting documents here.)

    • Initial Complaint

      Date:01/15/2025

      Type:Product 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 October 2 I had a telahealth call, with my insurance it is supposed to be free. There was a mix up and my insurance company called and straightened it out but they charged me anyway on October 31. On November 1 I called to request a refund and they said they would put it through the system. I have called them several hundred times since and my insurance company has contacted them 3 times and they still have not issued my refund even though it has been approved. This is 2 and 1/2 months of fighting with them. Nobody will return phone calls.

      Business Response

      Date: 04/21/2025

      Thank you for choosing MDLIVE by *********, 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 trustworthy manner. We apologize for the issues you have encountered. We appreciate your feedback; and continuously strive to improve our patient experience.  
      We are sorry for the inconvenience you have experienced; and the delay in getting back to you. A refund of $89 was processed back to the original form of payment on 2/9/2025 and would have shown in 2-3 business days.  
      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 by Evernorth and best of health. 

    MDLIVE Inc. is NOT a BBB Accredited Business.

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