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

    • 214 total complaints in the last 3 years.
    • 87 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:12/05/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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:
      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.
      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:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing to 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:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I 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:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      Dear Sirs,

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

      Thanks,

       

      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. 

    • Initial Complaint

      Date:11/18/2024

      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.
       
      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 wish that I didnt have to submit this request through the BBB, as I clearly conveyed my frustration with MD live previously. 

      Sincerely,

      **** ***** in which I requested the care. I ended up going to *********** and did require a prescription to be written by a physician that was board certified in **. I would like a refund as I don't understand how MD Live can charge me for providing care when the physician was not board certified for the state on which care was provided.

      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. After reviewing your account, a refund of $63 was issued and will show in 2-3 business days on the original form of payment. Our system shows the appointment was scheduled as being in ******, and not **********, this would be why you received a provider licensed in ******, this may have been a glitch, and we apologize you was not happy with your experience using MD Live. When youre able to, please contact us to assist with updating your home address on file, an outreach attempt was made to speak with you on 12/11/2024 around 7:50pm est., however, we were unable to reach you, a voicemail was left.
      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:11/11/2024

      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.
       
      Complaint: 22541919

      I am rejecting this response because: This is unacceptable. I pay for insurance through my job and have provided all the necessary information proving MD live is covered 100% by my employer. It has been 60 days. I want my money back immediately!! Additionally, I will never use or recommend MD live to anyone. 

      Sincerely,

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

      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. Currently, the claim to your benefit administrator is still in an open status and being reviewed. Once the claim is processed by the benefit administrator MD Live will be able to assist with a refund if applicable. Please allow more time for processing.
      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:11/04/2024

      Type:Service or Repair Issues
      Status:
      Unresolved
      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.

       
      Complaint: 22513474

      I am rejecting this response because MDLive promised to reverse the charges in October and never did. I have not received a check in the mail as of 12/19.


      Sincerely,

      ***** *****

      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. After reviewing your account, a refund on $82 will be issued and sent to you via check. Our records indicate one of our Resolution team specialists sent the itemized bill via a secured email on 11/14/2024. An outreach attempt was made to speak with you on 12/11/2024 around 7:50pm est., however, we were unable to reach you, a voicemail was left.
      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: 01/22/2025

      I never received the $82 check in the mail as stated and it is now 1/20.

      Customer Answer

      Date: 02/21/2025

      No. I never received a check in the mail like they claim. I even have **** send me scans of my mail for me and I have not received a single piece of mail from them.

    • Initial Complaint

      Date:11/02/2024

      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 daughter did receive a refund for $89 for a service that took place on 10/3/2024.  Upon review of the original complaint, i spoke of a refund for a previous charge, which we still have not yet received.  Although my complaint may not have been clear.  The date of previous charge, not specified was from 05/2024.  Due to this, i have apoke to a representative from MDLive and according to the company, that claim is pending.  I do acknowledge that we did receive 1 of the 2 refunds owed to us from MDLive. 

      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. After reviewing your account, a refund of $89 was issued and will show in 2-3 business days on the original form of payment. Our system indicates at the time the account was scheduled, the benefit administrator connected with the account was outdated, and we apologize you was not happy with your experience using MD Live. An outreach attempt was made to speak with you on 12/11/2024 around 7:50pm est., however, we were unable to reach you, a voicemail was left.
      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:10/30/2024

      Type:Product Issues
      Status:
      Unresolved
      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 contacted me on 12/14 advising they will be issuing me a check for the $179 refund. She asked for my updated address since the debit card I originally paid with was no longer active, she stated the check would be mailed to my address and that she would call me back in a week to follow up. 

      I have NOT received any communication from MDLive since the original phone call, nor have I received the refund check as I was told.

      The issue has NOT been resolved.

      tment I was notified that MDLive could not verify my insurance therefore they charged my debit card $180. I immediately called MDLIVE again and explained, she told me they need to talk to my insurance company to verify AGAIN. We all talked and it was verified and she told me that a refund request was submitted and that it takes 45 days to refund. Here I am over 50 days later and every time I call no one has any idea what I am talking about. MDLIVE policy is that it takes 45 days to process a refund request. I have given more than that time frame and every time I call they tell me its still pending. I want my $180 back, which I should never have been charged in the first place because I HAVE insurance, the same insurance I had on file with them for 9+ months and had no issues, I VERIFIED WITH MY INSURANCE COMPANY AND MD LIVE THAT I HAVE INSURANCE. And I have waited well over the 45 days I was told it takes to process a refund. I want my money back!

      Business Response

      Date: 12/14/2024

      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. Thank you for taking the time to speak with me on 12/14/2024, it was a pleasure. Also, thanks for your patience related to the refund. As discussed, I will be contacting you next week with more details related the $179 refund check. At the time of visit, we were unable to confirm your eligibility with CVT Aetna, this is why a claim was not sent to for the date of service in question. Weve escalated your eligibility concern to our account management team for additional review.
      Thank you for choosing MD Live by Evernorth and best of health. 

      Customer Answer

      Date: 12/30/2024

       
      Complaint: 22492231

      I am rejecting this response because:

      MDLive contacted me on 12/14 advising they will be issuing me a check for the $179 refund. She asked for my updated address since the debit card I originally paid with was no longer active, she stated the check would be mailed to my address and that she would call me back in a week to follow up. 

      It is now 12/30 and I have NOT received any communication from MDLive since the original phone call, nor have I received the refund check as I was told. 
      The issue has NOT been resolved.


      Sincerely,

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

    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.