Complaints

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:12/18/2023

  Type:Order 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.

  0n 12/08/23, I started the patient intake process with ADHD Online LLC. They didn't tell me that the first part of the intake requires an assessment at $179, and they did not give an option to opt out of the assessment to proceed to speak with a licensed clinician. Once the assessment section is surpassed, there is another paywall to see schedule an appointment with a clinician at $199. This was not made known to consumers at the time of starting the process. It would appear that the $179 would cover these services in full. After scheduling with the clinician, this individual cancelled our appointment an hour prior. So essentially I paid $378 for no services rendered. At no point in time did I enlist the services of ADHD Online for the sole purpose of taking a very expensive assessment. I only signed up to receive actual care, which this service cannot provide, because the only provider in my area canceled our appointment after payment.

  Business Response

  Date: 01/11/2024

  Being assessed for ADHD and being treated for ADHD are two separate services entirely. We have a team of licensed psychologists that are qualified to review these evaluations and a separate team of physicians that are licensed to prescribe in their respective states. Our assessment is offered in all 50 states, however medication management is not offered nationwide. More information on the fees associated with both programs are located on our website here: *******************************************************

• Initial Complaint

  Date:12/05/2023

  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.

  Hi. I had first appointment with MD in my area yesterday and I'm sure she didn't read my assessment in full at all. The doctor asked the question like what's the difficulty right now which something she should have known before our appointment. She asked only 5 questions to me which she can think I have mild depression? and prescribed me antidepressant when she said she was going to start non stimulant strattera for treatment. When I answered my question on your assessment screening other diseases, I answered "Yes" to the question of "Believe symptoms due to ADHD, not Depression or anxiety?" and I wrote explanation about why It is not due to depression or anxiety. I answered most of questions thinking they are asking about my ADHD symptoms since most of the questions are same or similar. For example, "Trouble concentrating on things, such as reading or watching television: Nearly every day" / Moving or speaking so slowly that other people have noticed, or being fidgety or restless:More than half of the days etc. And there is clear diagnosis by psychologist saying "Symptoms are not better explained by another mental health disorder" and I don't understand why I got prescribed "ANTIDEPRESSANT" which can be harmful to people who don't actually have. And I didn't hear any instruction what to do and avoid during medication process from Dr during appointment. I'm asking you refund for either $199 first appointment with Dr. or $129 assessment fee. Not both since I know its my fault that I proceed to first appointment without knowing your assessment is not accepted by local pop or finding out wrong things on the assessment. I found out that the assessment from your platform is not accepted to other local pcps. They will ask to do whole new diagnosis process since they don't trust assessment from this platform.

  Business Response

  Date: 12/11/2023

  Hello, thank you for taking the time to leave us this feedback. At ADHD Online, we allow our providers full clinical discretion when determining their treatment plans with patients. If they feel like stimulant medications are a viable treatment option, they will mention it during the appointment. If the patient believes it would be a good option, they are also welcome to bring it up to them at their appointment. However, we do not guarantee any medications will be prescribed, as that is a decision made solely by the provider and only when deemed clinically necessary. 

  If you are experiencing side effects, please reach out to your provider directly for assistance. In the case of an emergency, please call 911.

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20959233
  
  I am rejecting this response because:
  

  I already explained everything on the initial complaint and adhdonline.com is saying irrelevant thing. Again, """Hi. I had first appointment with MD in my area yesterday and I'm sure she didn't read my assessment in full at all. The doctor asked the question like what's the difficulty right now which something she should have known before our appointment. She asked only 5 questions to me which she can think I have mild depression? and prescribed me antidepressant when she said she was going to start non stimulant strattera for treatment. When I answered my question on your assessment screening other diseases, I answered "Yes" to the question of "Believe symptoms due to ADHD, not Depression or anxiety?" and I wrote explanation about why It is not due to depression or anxiety. I answered most of questions thinking they are asking about my ADHD symptoms since most of the questions are same or similar. For example, "Trouble concentrating on things, such as reading or watching television: Nearly every day" / Moving or speaking so slowly that other people have noticed, or being fidgety or restless:More than half of the days etc. And there is clear diagnosis by psychologist saying "Symptoms are not better explained by another mental health disorder" and I don't understand why I got prescribed "ANTIDEPRESSANT" which can be harmful to people who don't actually have. And I didn't hear any instruction what to do and avoid during medication process from Dr during appointment. I'm asking you refund for either $199 first appointment with Dr. or $129 assessment fee. Not both since I know its my fault that I proceed to first appointment without knowing your assessment is not accepted by local pop or finding out wrong things on the assessment. I found out that the assessment from your platform is not accepted to other local pcps. They will ask to do whole new diagnosis process since they don't trust assessment from this platform."""

   

  This adhdonline.com is not right. After first appointment with provider I didn't go to the pharmacy and didn't get prescribed anything because I cannot just take ANTIDEPRESSANT based on only simple 5 questions of the appointment day when a provider doesn't know any info about my assessment ( which is useless because you cannot find no in person doctors who will take it seriously) and history. Adhdonline.com has 2 options. One is to provide refund for both $199 first appointment and $129 assessment fee. The other is refund one of both when things are generously considered in this whole situation. I have zero will to work with this adhdonline.com with my ADHD treatment in the future. As you can see the ****** reviews of this company many people are scammed like me. 

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

  Business Response

  Date: 01/04/2024

  Hello, we do not guarantee any kind of medication to any patient that participates in our medication management program. This is a decision that is made by the patients' provider based on their clinical judgement. Once an appointment has been completed, it is a completed medical service and we cannot offer a refund. If you have any questions, please feel free to reach out to us during our regular office hours. 

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 20959233
  
  I am rejecting this response because: refund is needed unethical company
  
  Sincerely,
  
  ******************

  Business Response

  Date: 01/09/2024

  As explained previously, a refund is not owed in this situation per our company policies. Policies that align with much of the rest of the healthcare industry. Take care.

• Initial Complaint

  Date:12/02/2023

  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.

  April 6 2023 I was charged $179.I did NOT buy from this business. I have called my bank as well as adhd online and they said there was nothing they could do. My bank suggested filing a complaint here to help get me my money back.Please help me thank you so much I hope you have a wonderful day:)

  Business Response

  Date: 12/03/2023

  Hello, thank you for reaching out. If you are experiencing fraudulent charges on your account, the best plan of action is to report this to your bank and dispute the charges. We are very sorry you are having this experience. In certain situations like this, there is unfortunately not much more we can do as we have to abide by the ***** code of ethics.

• Initial Complaint

  Date:11/16/2023

  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 am writing to formally complain about the deceptive practices of ADHD Online, LLC. I recently utilized their services and encountered several alarming issues that I believe warrant investigation.Upon visiting their website, I was led to believe that I would receive a thorough medical evaluation for ADHD with a licensed doctor. However, after completing the payment process, I was directed to a generic quiz rather than a consultation with a qualified professional. Subsequently, I was informed that the rest of their service were not available in my state, even though they advertised them being available before checking out.This misleading process not only wasted my time but also jeopardized my health by delaying the necessary care. Despite numerous attempts to address these concerns with their customer service, I have received inadequate responses, demonstrating a lack of commitment to resolving customer issues.Moreover, their refund policy is questionable, as they seem to handle chargebacks by involving collection agencies. This not only suggests a pattern of shady practices but also indicates a reluctance to engage in fair and transparent resolutions with dissatisfied customers.I urge you to investigate the practices of ADHD Online, LLC to protect consumers from falling victim to their deceptive advertising and substandard services. I appreciate your attention to this matter and hope for a swift resolution and a refund for a service I did not receive.

  Business Response

  Date: 11/17/2023

  Hi *****, thank you for taking the time to leave us your feedback. ADHD Onlines comprehensive and proprietary assessment contains embedded DSM-5 criteria guidelines for assessing and diagnosing ADHD, anxiety, and depression. The assessment will ask the patient to answer ******* questions covering many different areas including symptom tracking, family history, trauma history, psychological history, and other mental health concern screeners. Our formal assessment utilizes validated tools such as the ****7 and PHQ-9. It is routinely updated to include new screeners such as the Bergans scale for social media addiction, ASRS-2, and a screener for Binge eating. We routinely collaborate with industry leaders in order to continue implementing improvements to our assessment. We do not offer medication management in all 50 states, we apologize for any confusion but this information is available to everyone before signing up for our services through our website ************************************* under the "Treatment" tab. It is any potential patient's responsibility to review this information prior to signing up to make sure we are a good fit for them. If we do not offer medication management in a patient's state, their assessment results can also be taken to a provider outside of our company to pursue their options elsewhere. 

• Initial Complaint

  Date:11/04/2023

  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.

  This company after almost a year of helping get my meds being a trucker. Decided to leave my script in **************** 930 miles round trip. After the supervisor gave permission to transfer to **** so I could pick it up. They then by using a lame typo as an excuse dicided to wrongly discharge me and keep the assessment startup money. Yet didnt transfer my meds. Their customer service completely sucks! They clearly cannot do their job! Even though Im off work on medical I spent 19 hours time and $230 to go pick up my meds. I require the assessment money back asap. To use to start with a new provider. No exceptions! Lawsuit and medical malpractice complaints and suits are next!

  Business Response

  Date: 11/09/2023

  Hi *******, thank you for taking the time to let us know about your experience. In essence, we have no problem working with traveling patients, however this can come with added hurdles. In order for this type of situation to be successful, we would need cooperation and appropriate planning on the patients end. Especially in times of a national medication shortage, it is critical for patients to stick with one pharmacy. Some of the prescriptions that we work with are federally regulated which comes with stricter rules that we fully intend on following in any situation. We thank you for your time and hope you take care.

• Initial Complaint

  Date:10/10/2023

  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.

  My son had a telehealth appointment on September 5, 2023. He was seen by a nurse practitioner, *************************, who was much too busy playing with her cat and annoyed at the beginning of our session. This was our first encounter with a medical health professional on this site. My son had completed an ADHD assessment before this date, and he was diagnosed with ADHD by one of their doctors. What should've been a brief interview with **************** (since my son had already been diagnosed on their platform) became a grilling session about my son's life history. She asked only one question pertinent to the problem for which my son was seeking treatment and then abruptly concluded our appointment. She promised to get back to us and resume our session, for which she stated we would not be charged. She did not schedule another session but discharged us from the practice, citing several false allegations. We received a letter from the Chief Compliance Officer informing us of this. I called the company, and I did not receive a return call, as I was promised. I called twice about this and could never reach another customer service agent again afterward: I would be placed on a very long hold (which was normal), except this time, my calls were terminated. In one instance, when I did speak to an agent, I was told that they [the company] could not force their medical providers to take on clients they did not want. Since this nurse practitioner did not like us, we should not be penalized by having to pay for a visit that she terminated for no apparent reason. We should also not have been discharged from the practice because she didn't like us. These issues are her problem, not ours. This company has a staunch policy of refusing refunds to clients for any reason. They threaten (on their website) that chargebacks will be reported to credit bureaus even though they did NOT deliver the service they promised to provide.

  Business Response

  Date: 10/11/2023

  Hello, thank you for taking the time to tell us about your experience. Our providers are well trained and experts in treating ADHD and the company relies on their clinical judgment to make these decisions. We are sorry we ended up not being the best fit for you, but we wish you the best on the rest of your healthcare journey.

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20720024
  
  I am rejecting this response because: The message from ADHD Online is boilerplate and doesnt respond to my specific issues. They did not provide the service I paid for, and I dont believe we are an isolated case. Therefore, their business is run like a scam, in my opinion. We paid for a session that was terminated by the provider because she didnt like the client.

  They are a healthcare provider. It is unethical to dump a patient for personal reasons. They failed to refund us for services not rendered and did not offer continuity of care. However, I realize that the BBB does not determine errors in clinical judgment or practice, so I will stick to the points of contention that do concern the organization: ADHD Online ignores reasonable requests for communication and resolution to many issues, which include their billing. They refuse to respond to messages within their portal, even when asking for simple assistance with their website, and promise that they will upgrade your concerns to a supervisor while never hearing from them again. Ultimately, they avoid all attempts to get them to assume responsibility to the client. 

  They promise a smooth experience and a user-friendly platform on their website. Neither is true. They are an unresponsive entity with predatory practices aimed at enticing disadvantaged portions of the population that do not have easy access to healthcare. Once users have paid into their system, they have zero recourse to those funds for undelivered care. (Emphatically, I am not speaking of customer satisfaction as the problem here, but follow through and completion of services).

  Thank you for taking the time to read this.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/19/2023

  Thank you for this response, we have gone back and forth a lot with you on this matter and we have explained many times that your situation does not warrant a refund. I am sorry for the frustration this has caused you, but our providers must use their best discretion in making these decision and we trust their clinical judgement. Patient support, management and our Chief Compliance Officer have discussed your concerns with you directly and there is no further action to be taken on our end. We wish you the very best.

• Initial Complaint

  Date:10/02/2023

  Type:Billing 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.

  Services not provided speaking to lawyers and other sxammed individuals

  Business Response

  Date: 10/03/2023

  Hi *******, thank you for taking the time to leave us this feedback. We would be happy to help you in any way that we can, it looks like a few different patient support specialists have reached out to you about your concerns. If you are in need of more immediate assistance, please give us a call at ************ M-F 9a-5p EST or respond to those messages, thank you!

• Initial Complaint

  Date:09/08/2023

  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.

  This business is a scam and needs to be shut down. It is impossible to get a hold of customer service. Over two weeks have gone by since *** asked them to send my RX to my new pharmacy. I received one response after two weeks stating that I need an appointment in order to have it refilled, even though they already told me last month they sent a new one for the end of August. I have a new pharmacy due to the shortage, and they wont move the rx. They are withholding medical treatment. All I want is my last prescription filled and I will never do business with this company again.

  Business Response

  Date: 09/12/2023

  Hi *******, upon review of the concerns you have brought up, it looks like patient support and our medical assistants team has reached out to help you resolve this. If you are in need of further assistance, please give us a call at ************ between the hours M-F 9a-5p EST.

• Initial Complaint

  Date:08/25/2023

  Type:Order 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 paid $199 to have a telehealth treatment appointment where I was prescribed a medication I cannot use due to all phamarcies blocking telehealth. When I asked the doctor specifically if it mattered what pharmacy was used, they stated no, it is your choice. Again, a licensed doctor in PA was asked about choosing phamarcies and they said it didnt matter. It matters. Every pharmacy in PA has blocked it. Zero pharmacies take telehealth prescriptions now. None. This is in ************, where I treated and where the doctor was licensed). I paid $199 to be given a script I literally cannot use. There was no other treatment given, there was no other options in this appointment. It was a 20 minute call to be prescribed medication that ZERO PHARMACIES ACCEPT. Something that they assure you that they do accept.They shouldnt even be allowed to do this, it is literal robbery. I got nothing out of this, I already paid $170+ for the actual diagnosis which was fine and I got the product I paid for. I am not okay with spending $199 for 20 minutes where no actual usable treatment was given. That is the definition of a scam.

  Business Response

  Date: 08/28/2023

  Hi ******, thank you for letting us know about this issue. We have escalated your concerns up to our medical assistants team and they will be in touch with you shortly to help resolve this with you. If you are in need of immediate assistance, please give us a call at ************ and we would be more than happy to help!

  Customer Answer

  Date: 08/28/2023

   
  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:07/19/2023

  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.

  This company made it seem as though the $169 assessment was going to be enough for me to continue receiving medication for ADHD (Im already diagnosed and prescribed medication but my doctors office is only licensed in *** and I moved out of state). Turns out even if the assessment found you have it (I do, again already diagnosed), you then have to pay another $200 for a consultation. For something Ive been diagnosed with and have been on medication for for a decade. If you try to request a refund, you will be met with the worst customer service I have ever seen. People need to be aware of this scam for ppl who are seeking mental health help to only be met with passive aggressive hostility from customer service and outrageous charges for a product that is useless unless you give them more money.

  Business Response

  Date: 07/24/2023

  Hello, our psychological assessment and medication management are two separate services. ********************* is not even available in all 50 states, which is clearly stated on our website under the assessment tab and again under the treatment overview tab on our homepage. If a patient wishes, they can also take their assessment to their PCP to seek treatment options. A refund was not issued as services were rendered in the exact way the patient agreed to in our terms and conditions before signing up. 

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20346803
  
  I am rejecting this response because: this company is a scam and Ive had plenty of messages from other people agreeing. The assessment should never cost an additional amount to the consultation, which was not made clear. Plus their customer service is atrocious for a mental health business. They need to be shut down.
  
  Sincerely,
  
  ***************

  Business Response

  Date: 08/04/2023

  Hi ****, we stand by our decision and wish you the best. Any prospective patients are advised to review our website and research the services we offer before signing up to ensure we are a good fit for you. Take care!