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:01/01/2025

  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 previously received a prescription for an ear drop as I have an ear infection. It was to be taken 4 drops twice a day. I went to urgent care and received an oral prescriptions. The doctor told me to take both the prescription and ear drops, but I ran out of the ear drops. I called MDlive and spoke to a representative who told me that I would be a me to receive a refill and accepted a call with the doctor ******* *******, who said he would not refill my prescription, even after seeing a doctor at urgent care who looked at my ear and said I had a severe infection. The doctor continued to talk over me, was aggressive, and was extremely rude. The doctor has not provided any consultation summary but I will upload this if I ever receive one.

  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.
  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. 

• Initial Complaint

  Date:12/30/2024

  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 met with a *** on 12/5. I've met with MDLive doctors before. My insurance has a negotiated rate with MDLive for $55, which I have been charged previously. I was charged $89 (full price) by MDLive, even though MDLive reached out to my insurance and my insurance provided me with a claim saying I owe $55. Likewise, on MDLive's own website, in my account it says I owed $55, paid $89, and my balance was -$34 (the difference between what I owed and what I paid). I called in to ask about when and how I would receive this refund on 12/28. The person I spoke to was incredibly rude and condescending and made no sense. I reached out to their customer service via email including both the insurance claim and a screenshot of the negative account balance on the MDLive site and got a blanket response saying I had to call in and talk to a representative. I did that, they transfered me to a supervisor, and that call was never answered. It's been an incredible waste of time and I just want my $34 dollars back.

  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.
  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 $34 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: 02/18/2025

   
  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:12/17/2024

  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.

  They have a marketing ad that is false advertising. It clearly states If you have already missed work or school due to your illness, your MDLIVE doctor can provide a note to excuse up to two missed days before you had your MDLIVE visit. I was told from my place of work to get a doctors note, my primary doctor was full for the day so i did an online search and found an ad for mdlive that states they will write doctors works excuses. My workplace needed one for 12/16 & 12/17 since the advertisement for their business clearly states they offer this service i went with them rather than waiting an additional day for my primary care to have availability. Once I paid they told me they are not able to offer this service and can only offer an excuse for up to 3 future dates which my work place will not accept as it clearly states starting 12/17 which would exempt 12/16 (the first of 2 missed days I needed excuse for). After i questioned this they still refused to make it right or issue a refund so now I will have to yet again go to another doctor and pay an additional fee to get the work excuse my workplace requested. All i have is a stomach bug, i will be fine with rest, i only paid for the consultation at request of my workplace for the work excuse note, I did not need anything more or medicine which I will not he picking up. My whole family has had this bug and it ran its course without medicine. MDLive refused to even take out the start date and simply state I saw patient on 12/17 please excuse from work thru Thursday as my work place would have accepted this. Yet they refused to honor what their ad clearly states. So again now I will have to spend more money for the service they claim to provide.

• Initial Complaint

  Date:12/12/2024

  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 used MDlive on Nov 1, 2024. I paid the required copay. I got the service, and all was well. Then I get an email saying I needed to verify my insurance info. So I clicked the link, and my insurance info was already in the website. So I thought I did it. Then the 2nd email comes. just like the 1st one. So now I call them. The email also said that if I did not validate my insurance by Dec, that they were going to charge me $63 more. So the phone *** validates my insurance info, and said that it is all good and they will not take my money. I got the same email yet another time. So I call in again, and ask to speak to a supervisor. They said that a supervisor will call me back in 72 hours. That never happened. To be honest, I had forgotten about it, until I saw the charge on my credit card. So I call then yet again, they cannot connect me with a supervisor and they cannot tell me why they took my money, when I called them twice to verify my insurance info. I have called them several times since, and I am still waiting on that supervisors call. I called my insurance company, and they said that MDlive has not even filed the claim for that use. I use them over a month ago, they still have not filed the claim, like it is their job to do, and yet they can steal my money? This company needs to be shut down until they can figure out how to take care of their clients, and not have useless people answering their phones.

  Customer Answer

  Date: 12/17/2024

  So after requesting a supervisor to call me back about stealing my money, someone from mdlive called me, but did not leave a voicemail. I call them back, and of course I cannot speak to a supervisor, and the *** that took my call let me know that the call was from a supervisor that put in the notes that he left me a voicemail. That was yet another bold face lie. So now that I have requested to speak to a supervisor over 10 times, I have STILL NOT SPOKEN TO A SUPERVISOR. Yes I understand how crazy that sounds but that is where I am at. 

• Initial Complaint

  Date:12/11/2024

  Type:Product 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.

  Ticket PS137621 with MD LIVE to verify my eligibility for telehealth services via *********I shouldn't be FORCED to create an appointment and forcing me to enter my credit card details in order for MD LIVE to confirm I actually have telehealth coverage!!!!! Who the h*** came up with that stupid policy!

• Initial Complaint

  Date:12/05/2024

  Type:Product 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.

  Dear MDLIVE Team,I am writing to bring to your attention an issue regarding my recent scheduled appointment with your service. I received a phone call from MDLIVE on October 6, informing me that my appointment had been cancelled due to a no-show. However, the cancellation was communicated one hour earlier than the originally scheduled time of 12:15 PM EDT.I attempted to access my appointment at the correct time through the app, but the appointment had disappeared entirely from the platform. As such, I am unsure why my appointment was cancelled and why the cancellation occurred at an incorrect time.Given that I was present and prepared for my scheduled appointment at the correct time and unable to attend due to the disappearance of the appointment on the app, I kindly request a full refund of the $50 charge applied to my credit card for this consultation.Please let me know how this matter will be resolved. I look forward to hearing back from you soon.Below you will find my details and the messages showing the correct schedule time and the incorrect cancellation call.

• Initial Complaint

  Date:12/05/2024

  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.

  On 11/19, I completed an MDLive consultation and was diagnosed with ****************. I was provided an inhaler and ******** perles, and told to follow up if symptoms didn't approve. I took OTC and the newly prescribed items - 11 days later, after about three weeks of symptoms, I was worse. I called into MDLive again on 11/30 at 11:49AM. I told the doctor my symptoms were specific to throat and lungs - no nasal issues, that I had been diagnosed with bronchitis and things were getting worse. He immediately suggested antibiotics and told me to take ********** for the symptoms. I agreed, and we wrapped up the call in under two minutes. I waited all day for the antibiotics to come through, which was odd as every other appt I have completed, it's almost immediate. The consultation summary was completed about 12 hours later, around midnight - almost as though the doctor had forgotten. On the morning of 12/1, I read the consultation, and he had diagnosed me with sinus and cold (again, I had expressed this was specific to lungs and throat). He only recommended OTC, including ******* (nasal) two of which he didn't mention on the call and no antibiotics. I called into customer service, and they told me "So sad, too bad...follow doctor's orders". They refused a refund. I'm now left with this severe cough going on nearly four weeks, and to make matters worse my health insurance lapsed due to being laid off a few weeks ago. I would like MDLive to make me whole again by reimbursing my last appt and scheduling a complimentary follow up so I can properly get the antibiotics I so desperately need.

• Initial Complaint

  Date:12/03/2024

  Type:Billing 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 am writing to express my concern about a charge of $179.00 for a therapy session, which I noticed on my bank account this past weekend. I have insurance that covers 100% of online therapy sessions, so I was confused by this charge. I called MDLive customer support, on Saturday and the representative explained that the charge was for a November 20 appointment that my insurance had denied. However, upon checking my insurance claim, I saw that the appointment had been paid. The representative assured me that a refund request would be made due to this error.Upon reviewing my appointment history, I found that the $179.00 charge was actually for a November 14 session. I called customer support again this morning ( Tuesday), and the new representative confirmed the charge but stated that it was too late to file an insurance claim on my behalf. She advised me to contact my insurance company directly for a refund.I asked for clarification on why the charge occurred, as my insurance typically covers these sessions in full. Unfortunately, the representative could not provide an explanation and refused my request to speak with a supervisor or someone from the billing department. I was told there was no one else available and that if I called back, I would only speak to her again.I find it difficult to believe there was no supervisor or billing representative available to help me understand why I was charged for a service that should have been covered by insurance. As a customer, I expect a clear explanation for unexpected charges and better assistance in resolving issues. I feel that MDLives customer service lacked the professionalism and responsiveness necessary to address my concerns.I would appreciate your prompt attention to this matter and a resolution to prevent this from happening again.

• Initial Complaint

  Date:11/25/2024

  Type:Product 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 had an appointment set up with MD Live. At the time of the appointment, we received the call from the doctor. We were going through the information process, and as we went through the intake we were informed that I would have to be present at all appointments with my 17 year old. That was not what we had expected, so I told the doctor that we would not continue services and would look elsewhere for a provider. At no point were we advised that if we ended the appointment early, we would be charged a $50 cancellation fee as well as the $10 co pay. I was only trying to be polite and not waste anymore of the doctor's time since we would not be continuing service. When I received the charge, I called MD Live's customer support line, and the gentleman I spoke with said that he understood but that they would not refund me the $50. There should not be a cancellation fee for an appointment that I attended, and I believe this is a deceptive practice. I should have been told by the doctor that if we did not stay on the call the entire time we would be charged the fee - if we had we would have stayed on.

• Initial Complaint

  Date:11/22/2024

  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.

  I did couple of medical survey with them Despite contacting them multiple times they have still not paid to me or replied to my message.

  Business Response

  Date: 12/11/2024

  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. Weve attempted to contact you through the number you provided on this complete, however, we were unable to make a call to the number. May you provider another number we can use to contact you please so we can get a better understanding of the concern.
  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: 12/12/2024

  Dear Sirs,

  I have been paid today and would like to close this complaint.

  Thanks,