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:01/14/2025

  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.

  All I needed was a prescription for numbing cream, a specific cream I was prescribed a few years ago for laser hair removal. Since it's a compound medication, I tried to call and confirm that MDLIVE would be able to prescribe this - customer service was useless. I went ahead and made an appointment on the platform anyway (9AM on 12/31/24 with **. ****** **********). The ** was nice, but she quickly informed me that MDLIVE does not let their providers prescribe compound medications. The visit was probably 5 minutes MAX. First of all, why isn't this stated on MDLIVE FAQs, like on other teleheath platforms?? Secondly, why in the world would I be charged for this appointment? To make matters worse, I called MDLIVE customer service to follow up with this foolishness at 8:36A ET on 1/9/25. I spoke to a pathetic *** named *** who asked why I waited so long to call (??) and then told me that prescriptions are not guaranteed, so I'm simply not entitled to a refund. I asked this useless idiot to transfer me to a supervisor. Surprise! I was told there were none available and I would get a call back. Did I ever receive that call?? ****. What an ***** company and experience. I actually only used the platform because I am a Cigna employee and we own this absolute garbage excuse for a service! I am so disappointed and disgusted. I'd rather go out of network than use MDLIVE ever again.

• Initial Complaint

  Date:01/11/2025

  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.

  The job tasks are too difficult for the employees at MDLIVE to understand/solve. The issues they face are too complex. Here is why I say this: After my TELEPHONE visit with MdLife on 2-16-24 ($10 copay), they submitted the claim to Cigna with the location section of the form incorrectly filled out with the wrong code. The code they accidently used, was the code used for an URGENT CARE IN PERSON ($20 co-pay) visit not a telephone visit. I paid my $10 co-pay to MDLife, but they send me a balance due message every month saying I still owe $10. Since they coded it incorrectly, it appears that I had an in person visit with a $20 co pay. So, I do not owe MDLIVE $10. Cigna owes them $10. Multiple calls over the past year, have resulted in resubmission of claim to Cigna WITH NO CHANGES made of the coding of location visit, so of course Cigna gets it, sees its listed as an office visit for $20, and says it looks ok. THE CLAIM HAS TO BE REDONE WITH PROPER CODE IN THE LOCATION SECTION (WHICH IS TELEVISIT...NOT URGENT CARE IN PERSON VISIT. All this, in turn, prevented me from getting a televisit last night because they say I owe $10!Yesterday, I called MDLIFE with Cigna on the line as well, and Cigna told MDLIVE to recode it and send it in to them again. Gentleman on phone said nothing was in notes about a wrong code initially filled in on claim. So this is why I say that the job tasks are too difficult for the employees at MDLive. No one knows how to resubmit a newly coded claim, no one made notes of the wrong location code. The employees read a script and just keep apologizing and go round and round with you like a merry go round. They dont understand what to do. Perhaps hiring people with masters degrees or above would help, because re-doing a properly coded claim form has proven too confusing/difficult for the level of skill that these employees have. Must be so frustrating for them! They try, though (and are so super sweet to talk to)

  Customer Answer

  Date: 01/12/2025

   I am also requesting reimbursement of $40 (you can subtract the $10 that would have been my MDlive co pay and send me $30) for the charge that I had to pay to another online doctor to help me, since I couldnt make a MDLIVE appointment because it was reflecting that I have a balance due. I can send you the receipt!

  Customer Answer

  Date: 01/13/2025

  Edited ...requesting 29 reimbursement. 10 subtracted for copay I would have paid to mdlive had I been able to get an apt

• Initial Complaint

  Date:01/09/2025

  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.

  Telehealth visits with MDLive are considered in-network by my health insurance, GEHA HDHP. Once my deductible is met, GEHA reimburses me in full for any payments made to MDLive. In mid-August 2024, MDLive suddenly stopped submitting claims to **** and when I called to ask why, I was given a canned answer that must speak to someone at GEHA. The **** representative told me that there was some kind of change in MDLive's computer system that is preventing them from submitting claims and that MDLive was working on fixing it. I have been unable to get any further updates or explanations from either MDLive or GEHA. I currently have 2024 claims totaling $635 that should have been reimbursed to me as in-network claims after my deductible was met. I would like MDLive to submit these claims immediately or refund me for the payments. If any of the claims are denied as untimely, I would like those payments refunded.

  Business Response

  Date: 06/14/2025

  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 6/14/2025, around 6:13pm EDT, however, we were unable to reach you. Weve issued refunds to you by check and want to confirm receipt and answer any additional questions you may have. 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,
  
  ****** ****

• Initial Complaint

  Date:01/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told by a representative from MdlIve that I would be able to get another prescription for my ear infection and that I would not be charged for my virtual appointment. The doctor, Dr. ******* *******, told me i was not allowed to receive a refill for the ear drops and that I needed to be seen in person. They continued to aggressively talk over me without letting me explain that I had been to urgent care the day before for antibiotics. They were extremely rude, did nothing to help me, and then was charged $25.00. So the representative and doctor completely contradicted each other. I refuse to be told I owe $0.00, would receive an ear drop refill for an ear infection, and then berated by a completely unprofessional doctor and forced to pay $25.00 for nothing.

  Business Response

  Date: 04/21/2025

  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 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. We attempted to contact you on 2/17/2025, however, we were unable to reach you. A refund of $25 was processed back to the original form of payment and will show 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. Thank you for choosing MD Live by Evernorth and best of health. 

  Customer Answer

  Date: 04/21/2025

   
  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,
  
  ****** ****

• Initial Complaint

  Date:01/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  16 year old daughter had a tele-health visit on 05/18/2024. We provided insurance information which was entered in company's system incorrectly. We were charged $86 and should have a $0 co-pay. MD Live representative had 3- way call with my spouse and insurance company in Oct and they were going to update info, submit to insurance and refund our payment.I have called many times and spoke to representatives regarding my refund and have been told that it was processed and that it should be received in about 15 days. When it was not received, called back and it had not been submitted. Spoke to a representative end of Dec who informed me that it was processed on Dec 10 and should be receiving it. Called again today Jan 8th and was informed it was submitted on Dec 30th but they couldn't tell me when I would receive the refund. I would just like to receive the $86 refund and not have to call again.

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 been contacting MDLive since November 16 about three service dates (September 13, 2024; October 4, 2024; and November 7, 2024) that MDLive has not submitted to GEHA, and therefore, for which I cannot receive reimbursement from GEHA. -December 2, 2024: I spoke with ****** at MDLive about this issue. He assured me that MDLive sent **** claims for services dated September 13, 2024, October 4, 2024, and November 7, 2024. -December 11, 2024: I spoke with Trevea at MDLive about this. ****** indicated she was escalating the issue so that MDLive could resubmit the three claims to GEHA, and MDLive should call with an update within 48 hours. I did not receive a callback from MDLive within 48 hours.-December 17, 2024: I left a voicemail w/ MDLive after speaking with Destiny at MDLive. I asked for a date certain by which MDLive will resubmit claims to **** for services dated September 13, 2024, October 4, 2024, and November 7, 2024.-December 18: 2024: I spoke with ******** at MDLive, who said she needed to talk to GEHA with me to confirm coverage. I then had a 3-way call with ******** (MDLive) and **** (****), Eventually, ******** confirmed with **** that if MDLive resubmits the claims with procedure code *****, that would be the proper code. ******** then stated that she submitted the request with MDLive for the claims to be resubmitted to ****. She said the ticket number is ******. That same day, I received a voicemail from ***** at MDLive. I returned that voicemail and was told this is being resolved, would be resubmitted, and I can expect the claims to be with ****. -January 3, 2025: I asked **** at MDLive for an update on ticket number ******. **** told me that MDLive has resubmitted the claims on December 18. I am told I should receive a call back in ***** hours, excluding weekends and holidays.-January 7, 2025: I have not received a call from GEHA. As of Jan 7, 2025, and there are no claims for September 13, October 4, and November 7.

• Initial Complaint

  Date:01/04/2025

  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 got COVID and requested an appointment with an MDLIVE ***** and got a prescription for an inhaler and Paxlovid. However, ********* and *** refuse to fill prescriptions from MDLIVE since MDLIVE seems to be a scam where all kinds of people use it to get prescription drugs (per the pharmacies) I have requested a refund and they give me a runaround and no response. Here I am, sick, paid for a doctor, got prescriptions, but they cannot be filled because pharmacies do not trust MD LIVE. This is a SCAM. They know pharmacies don't want to fill MDLIVE prescriptions and they still advertise and try to get sicks people's money.

• Initial Complaint

  Date:01/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/02/2025 I initiated a phone call with the virtual Doctor website MDLIVE with Dr. ******* ****** for a pinched nerve leaving me completely debilitated. The call lasted 3 minutes. When Dr. ****** asked why I made the appointment, I explained my issue in detail and also made a suggestion for the medication Gabbapentin, a nerve medicine that I believed could help my pinched nerve. After this, he informed me he could not prescribe that medication. I said okay in understanding of this assuming there would be an alternative solution however, Dr. ****** replied okay bye and hung up the phone. This call lasted a total of 3 minutes. I was not provided care or any alternative solution other than to simply see my PCP. Today, 1/03/25, I called customer service asking for a refund for this visit because I did not receive care, and was abruptly hung up on. I have been told by two customer service representatives that I am not entitled to a refund merely because the call was over 1 minute long and because he provided aftercare instructions, such as seeing my PCP. Dr. ****** was unprofessional and did not provide me with care that should be compensated for.

  Business Response

  Date: 04/21/2025

  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 trustworthy manner. We apologize for the issues you have encountered. We appreciate your feedback; and continuously strive to improve our patient experience.
  We apologize for this inconvenience and the delay in responding. A refund of $40 was issues on 01-17-2025 which shouldve showed back to the original form of payment within 2-3 business days. We attempted outreach to you on 4/10/2025, however; was unable to reach you.
  If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist. Thank you for choosing MD Live by Evernorth and best of health. 

• Initial Complaint

  Date:01/03/2025

  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 made an appointment on 1/2/2025 for suspected strep. I was a bit surprised that I was able to make an appointment for that issue virtually but went ahead and did so. They stated I wouldn't be charged unless a treatment plan was issued.I didn't speak to a doctor. Only stated my symptoms and took photos. The treatment plan that I was given was to have over the counter ********* sent ro my pharmacy. I used the chat option to express my anger and stated an over the counter med isn't a treatment plan for strep. The person I chated with stated it was and ended the chat. It absolutely feels like fraudulent practices to me. Send you an over the counter script and they get to charge you. I called customer service and filled a complaint with them and was told they would reach out to the doctor and let them know that I was not happy with the care I received and was told they would ask for an appropriate prescription but heard nothing back.

  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.  
  For the date of service reported, a clinical review was conducted, and it was determined that the providers actions, recommendations, plan of care and/or discharge instructions were appropriate based on clinical judgement, presentation,protocol, guidelines, policies. Treatment plans are individually developed based on the individuals specific clinical signs and symptoms, medical history, etc. and can include referring the patient to seek in-person care for further diagnostic testing and treatment.  As a one-time courtesy, a refund of $63 was processed on 2/17/2025, and would have been on your original form of payment within 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. 

• Initial Complaint

  Date:01/02/2025

  Type:Product 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 had a 12 p.m. EST appointment scheduled with Cambee *. *****, whom I worked with for a while.I was logged into the app, phone was on and connected to my Wi-FI. I saw in the app that the provider was calling, but I never received a call on my phone.I received an email at 12:08 p.m. that my appointment was canceled. No explanation was given and the provider has yet to communicate anything with me. I called into the customer service number twice today *************) and the representatives were helpful. Considering the good patient-provider rapport, I'm quite frustrated to not at least have some notice and some communication about what is going on.I get that stuff happens, but I was here, ready, phone on, connected and ready for my appointment.Yes, I understood from the second representative the provider did not show. I called a third time and the representative had no other information. I sent multiple emails to two customer service addresses that have yet to receive a response.I scheduled an appointment Monday just to talk with someone. I also requested appointment times with Ms. ****** Having todays appointment canceled after the appointment begins with no other communication is infuriating.Along with my other issues, I lived in *********** for four years, *********, it would have been nice to talk to someone.I'd like to know more about why my appointment was canceled today since I have received no other communication and worked with the provider for a while. This was ghosting, the provider gave no reason for not being able to make the appointment and the company has not provided any additional information despite repeated attempts to seek more information.

  Business Response

  Date: 02/17/2025

  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 trustworthy manner. We apologize for the issues you have encountered. We appreciate your feedback; and continuously strive to improve our patient experience.
  Thank you again for taking time out your day to take my call, it was an absolute pleasure speaking with you. As discussed, the concern was related to technical difficulties the provider was having. The provider sent a message to you on 1/3/25 citing technical issues site-wide on 1/2/25 that prevented them from being connecting to the visit, the provider then offered another session as well. There were intermittent issues that have since been resolved, allowing this provider to message you. We apologize for this inconvenience.
  If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist. Thank you for choosing MD Live by Evernorth and best of health. 

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22758709
  
  I am rejecting this response because complaint facts were not clearly stated. 
  While I accept that others can have technical issues just as I could, the message I received from the provider just said that MD Live had technical issues. 
  I had no knowledge of any technical issues on my end and no one was able to provide me any conclusive reason for what happened. 
  Yes, the provider asked for that session, but I was not told how to request it and did not have the ability to reply back to the message with a clarifying question. 
  While I accept there were technical issues and understand it, I find the facts of the complaint were not totally correct. 

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